Description:
About Us
Come and join the team delivering Western Sydney International (Nancy-Bird Walton) Airport, the lynchpin of the extraordinary transformation currently underway to stimulate investment and develop high-quality career opportunities across Western Sydney.
An airport that represents the future of aviation, Western Sydney International (WSI) will open to international, domestic and air cargo services in late 2026 and will eventually grow to become the city’s primary airport and one of Australia’s biggest gateways to the world.
About the Opportunity
The Service Centre Agent is a member of the Terminal Services team who enables department leaders and the Duty Operations team to deliver high levels of operational performance and exceptional passenger service experience.
This role primarily works in the Airport Service Centre and reports to the Service Centre Lead while also collaborating closely with the greater Airport Operations team. This critical operational role will ensure all visitors and stakeholders receive great customer service and that all security regulations are adhered to by following the relevant processes and procedures.
The role will be responsible for issuing and administering all visitor passes and access swipe cards, maintaining the highest level of quality control for all WSI operators, customers and visitors.
Key responsibilities :
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Provide exceptional customer service to all stakeholders and visitors to the airport while ensuring compliance with the security regulation.
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Proactively maintain positive relationships and liaise with relevant stakeholders to stay current with all aviation transport security regulatory requirements.
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Take direction from the Service Centre Lead by providing front line system support and conduct on-going reviews, analysis, and recommendations for continuous improvement.
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Ensure the effective and efficient coordination of the day-to-day aviation security operation and compliance in accordance with security operating standards and practices, the Transport Security Program and all legislative/regulatory requirements.
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Report aviation safety and security incidents in accordance with WSA, WHS policies and Aviation Transport Security legislation.
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Escalate any non-compliances or any complaints to the Services Centre Lead as necessary.
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Ensure all Lost Property items are logged and registered promptly to facilitate the repatriation of items.
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Maintain accurate and current record keeping and participate in any regulatory compliance audits as required.
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Take direction from Services Centre Lead to ensure a strong focus on the safe and efficient facilitation of passengers during periods of high demand.
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Oversee the access control and NFC card reader systems, ensuring up to date training for any new recruits.
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Work with other teams on an end of year auction for charity for any unclaimed lost property.
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Other duties as directed by the Service Centre Lead to support the Terminal Services team.
About You
This is a great opportunity if you have extensive customer facing experience from an Airport or Airline. We’re looking for a highly professional customer service specialist as we establish our customer operations.
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Previous experience in an airport/airline customer service role is highly desirable, with knowledge of airport and airline processes.
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Prior experience in a dynamic and fast-moving environment with competing priorities.
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Strong Customer Service Skills
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Ability to work effectively as part of a team and also with minimal supervision.
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Experience in developing procedures, training manuals, and building processes within operational systems.
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Strong time management skills
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Strong communication skills.
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Flexibility and ability to adapt to change.
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Eligibility to hold an Aviation Security Identification Card (ASIC) and/or other required security clearances.
This role represents a great opportunity to be part of tomorrow’s future and to showcase your skills within a dynamic, fast paced and high-performance culture by living WSI’s values:
Safety is our priority | We do it with Heart | We strive to be different and better | We achieve together
There’s a great working environment in a collaborative team where your input will be valued and rewarded.
How To Apply
Please submit your application via the link or for a confidential enquiry email Thao Vu, Talent Acquisition Coordinator at WSI. tvu@wsaco.com.au
WSI is an equal opportunity employer committed to building a diverse and inclusive culture. By joining us you will be part of an organisation that supports community, charities and environmental initiatives. We encourage residents of Western Sydney, Aboriginal and Torres Strait Islander and people from all backgrounds to apply. https://westernsydney.com.au/
What We Offer
This role represents a great opportunity to join an Airport that represents the future of aviation and to showcase your skills within a dynamic, fast paced and high-performance culture by living WSA's values:
Safety is our priority | We do it with Heart | We strive to be different and better | We achieve together
There's a great working environment with flexibility (hybrid office/home) in a collaborative team where your input will be valued and rewarded.
WSA is an equal opportunity employer committed to building a diverse and inclusive culture. By joining us you will be part of an organisation that supports community, charities and environmental initiatives. We encourage residents of Western Sydney, Aboriginal and Torres Strait Islander and people from all backgrounds to apply.