Are you ready to take flight in a dynamic and fast-paced aviation industry?

As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling and Passenger Services to over 300 million passengers annually. Our mission is simple: to provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.

At Swissport, our people are what differentiate us. Guided by our values - Show You Care, Do the Right Things and Win as a Team, we are seeking an experienced and customer-focused Passenger Services Trainer to join our team at Auckland Airport.

The Passenger Services Trainer is responsible for delivering high-quality theory, practical and on-the-job training to new and existing Passenger Services employees.

This role supports the development of confident, capable and customer-focused frontline teams who represent Swissport and our airline clients throughout the passenger journey. You will use your operational expertise to coach employees across check-in, boarding, gate operations, arrivals, baggage services and disruption management, subject to your operational endorsements, qualifications and client requirements.

The primary focus of the role is to deliver engaging and effective training that aligns with Swissport-approved operating procedures, airline client requirements, airport regulations and safety, security and service standards.

You will play a key role in equipping employees with the knowledge, skills and confidence required to provide safe, efficient and professional passenger services in a fast-paced airport environment.

• Create a safe, inclusive and supportive learning environment where employees can build confidence and capability.
• Deliver theory, practical and on-the-job training to new and existing Passenger Services employees.
• Facilitate competency-based assessments, practical observations, buddy shifts, refresher training and revalidation activities.
• Deliver training across relevant Passenger Services functions, including check-in, boarding gate operations, arrivals, transfer services, baggage services and customer recovery, in line with your approvals and endorsements.
• Coach employees on customer service standards, communication, conflict resolution, service recovery and professional conduct.
• Support employees in developing confidence using airline departure control systems, operational processes and customer-service procedures.
• Deliver training that supports compliance with airline requirements, immigration and border processes, dangerous goods awareness, security obligations and airport procedures, where applicable.
• Provide practical support and guidance to employees completing eLearning modules and ensure learning outcomes are understood and applied in the operational environment.
• Apply effective adult-learning and facilitation techniques to support different learning styles, levels of experience and operational needs.
• Ensure training is delivered in a positive, inclusive and engaging manner that promotes participation, collaboration and continuous improvement.
• Complete and maintain accurate training records, assessment documentation and related administration in a timely manner.
• Conduct Training Administration Reviews and Trainer and Training Quality Reviews to identify opportunities to improve training quality and effectiveness.
• Work closely with Passenger Services leaders and operational stakeholders to ensure training supports current and future operational capability requirements.
• Identify opportunities to improve the training experience for frontline employees and foster a culture where learning, customer care and operational excellence are valued.

• Ensure all training is delivered in accordance with relevant aviation, airport, airline client and Swissport policies, procedures and standards.
• Reinforce required security, safety and passenger-processing procedures in all training activities.
• Promote a consistent focus on passenger safety, service quality, regulatory compliance and operational accuracy.
• Ensure Human Factors principles are considered in training delivery and operational decision-making.
• Lead by example and demonstrate Swissport’s expected safety, security, customer-service and compliance behaviours.
• Act as a role model for a workplace culture that values safety, integrity, inclusion, equality and fairness.
• Support a workplace with zero tolerance for bullying, discrimination, harassment or unsafe behaviours.

To be successful in this role, you will bring:

• Demonstrated experience within Passenger Services, Customer Services, airline ground handling or a comparable airport operations environment.
• Strong working knowledge of passenger-processing activities, including check-in, boarding, gate operations, arrivals, baggage services and customer recovery.
• Experience using airline departure control systems and operational systems relevant to passenger handling.
• Experience delivering workplace training, coaching, buddying or competency-based assessments in an operational environment.
• Strong customer-service capability, including the ability to manage difficult conversations and support service recovery in a calm and professional manner.
• The ability to explain operational procedures clearly and provide practical, constructive feedback.
• Sound understanding of workplace health and safety responsibilities, aviation security requirements and compliance obligations within a passenger-services environment.
• Strong attention to detail and the ability to accurately complete and maintain training records and documentation.
• Effective communication and stakeholder-management skills, with the ability to build trust and credibility with frontline employees and operational leaders.
• Intermediate Microsoft Office and Google Suite skills.
• A proactive, hands-on and adaptable approach, with the ability to work effectively in a fast-paced airport environment.
• Demonstrated leadership capability and a commitment to leading by example.
• Availability to work flexible hours, including early starts, late finishes, weekends and public holidays, in line with operational requirements.

Previous experience as a Passenger Services Trainer, Customer Services Trainer, Check-in Supervisor, Passenger Services Supervisor, Airport Services Officer or senior airline customer-service employee will be highly regarded.

At Swissport, we believe in diversity, equal opportunity and the power of our values to drive our success. We are committed to fostering an inclusive workplace where all qualified applicants receive consideration without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Visit our website to learn more about Life at Swissport.