Passenger Services Trainer

About the role

Swissport, a global leader in aviation services providing ground handling, cargo handling and passenger services, is looking for an experienced, customer-focused Passenger Services Trainer to join its team at Auckland Airport. The trainer delivers theory, practical and on-the-job training to new and existing Passenger Services staff, supporting confident, capable frontline teams that represent Swissport and its airline clients. The role is part-time.

Key responsibilities

• Create a safe, inclusive and supportive learning environment.
• Deliver theory, practical and on-the-job training on check-in, boarding, gate operations, arrivals, transfer services, baggage services and customer recovery, in line with approvals and endorsements.
• Facilitate competency-based assessments, practical observations, buddy shifts, refresher training and revalidation.
• Coach employees on customer service, communication, conflict resolution, service recovery and professional conduct.
• Support staff in using airline departure control systems and operational procedures, and cover compliance with immigration, border, dangerous goods, security and airport procedures where applicable.
• Guide employees through eLearning modules and run training and quality reviews to improve training quality.
• Maintain accurate training records and work with Passenger Services leaders and stakeholders.
• Ensure all training follows aviation, airport, airline client and Swissport policies, reinforces security and safety procedures, and applies human factors principles.

Required profile

• Demonstrated experience in passenger services, customer services, airline ground handling or a comparable airport operations environment.
• Strong knowledge of passenger-processing activities such as check-in, boarding, gate operations, arrivals and baggage services.
• Experience delivering workplace training, coaching, buddying or competency-based assessments.
• Experience with airline departure control systems and operational systems.
• Ability to handle difficult conversations and support service recovery professionally.
• Understanding of workplace health and safety, aviation security and compliance obligations.
• Attention to detail, strong communication and stakeholder-management skills, and leadership capability.
• Flexibility to work early starts, late finishes, weekends and public holidays; previous trainer or supervisor experience is highly regarded.

Required skills

• Intermediate Microsoft Office and Google Suite skills.
• Adult-learning and facilitation techniques.