Lead Agent - Customer Service (Full-Time)

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Description

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Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

Job overview and responsibilities

Under the direction of the Airport Operations General Manager, the Lead will assume daily responsibility for achieving service standards and operational objectives. The Lead is accountable for making decisions that impact the station metrics and provides front-line leadership, guidance and technical support. The lead is engaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basis. You are empowered to be flexible in meeting customer and employee needs whilst addressing the dynamics of our schedule. Working closely with and supported by the Management team you are expected to use your experience and knowledge to demonstrate a safe, caring, dependable and efficient ethos; to lead the frontline with drive and compassion, ensuring that we remain accountable for our performance.

Key Responsibilities

• Lead daily operations across key areas: lobby, gates, premium services, club, baggage, and connections, ensuring employee and providers service, performance and safety standards are met.

• Coordinate staff deployment based on schedule demands. Assign tasks, schedule breaks and overtime across departments. Uphold Uniform and grooming standards

• Conduct MOCHA audits and safety inspections. Support with aircraft damage, employee injury investigation, and safety performance (OSHA, LTI damages)

• Organize and attend monthly Internal safety meetings

• Support the General Manager with internal collateral and project work, meetings with internal teams, service providers, and airport authorities.

• Demonstrate knowledge of premium service policies, club access, promotions, and marketing programs

• Conduct daily team briefings and complete mandatory regulatory and company documentation

• Complete all mandatory regulatory and company required documentation of all activities

• Support the station with daily admin and back-office work

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

United Airlines is committed to fair and gender-neutral pay. The starting pay for this role is €4,941.47/ monthly. Placement within this range is determined by objective criteria, including professional experience, qualifications, and specific skills. This salary range is based on full-time hours and will be pro-rated based on actual hours based on your contract terms.

To ensure a bias-free recruitment process, we do not request or consider your salary history when determining an offer. We believe in compensating for the value of the role and your unique expertise.

To maintain equity across our global team, we offer a standardized incentive program available to all eligible employees. Additionally, because we operate across multiple borders, each country features a unique, localized benefits package designed to align with regional standards and statutory requirements.

What’s needed to succeed (Minimum Qualifications):

• Customer Service/Operational Experience

• Previous supervisory/leadership experience

• Secondary School Education or equivalent school leaving certificate

• Must be fluent in written and spoken English

• Strong Administration skills (Microsoft word, Excel, Emails)

• Excellent knowledge of ATW airport operations procedures & processes

• Good technical knowledge of Airport applications (MAP, Aero, Shares, AIMS etc)

• Proven track record of reliability

• Ability to work under pressure in a calm, professional manner

• Ability to think clearly and make logical decisions

• Must be a true team player

• Excellent verbal and written communication skills

• Demonstrate outstanding leadership skills and initiative.

• Must be willing and able to work all shifts (early/late) on a rotating shift pattern

• Must be well groomed in appearance, be reliable, dependable and strive for high-quality work

• Must be legally authorized to work in Luxembourg for any employer without sponsorship

• Successful completion of interview required to meet job qualification

• Reliable, punctual attendance is an essential function of the position

• What will help you propel from the pack (Preferred Qualifications):

• Bachelor's Degree
• International GSC qualified
• Working knowledge of the region
• Fluent in French both written and spoken
• Fluent in German both written and spoken