Customer Service Team Leader dnata Erbil (Internal & External Candidates) at dnata For Airport Services Ltd.

Job Purpose:

 To Lead a team that handles the passenger related processes and customer agents on shift for a particular airline including: check-in and boarding to facilitate passenger movement into and out of the aircraft in a safe and efficient manner in line with the airline standards and instructions.

 Organizes and supervises the work of a small team on the day of operations to ensure that work is completed efficiently and in compliance with procedures and service standards 
 Meets with Agents before the task to brief and coach them on their responsibilities on the day of operations to include (lost & Found, check-in, boarding and transfer) to ensure that staff are aware of what is expected in line with the SLAs and dnata’s standards
 Ensures that check-in counters are ready to ensure smooth and on-time check-in process through actively performing queue combing, identifying and screening passengers with potential issues before reaching the check-in desk 
 Handles the opening and closing of the check-in counters in alignment with the flight status and the boarding activities to ensure on-time flight departure 
 Ensures that the flights have been properly closed after the check-in is finished and all the messages have been sent accurately to the airline 
 Leads and handles the boarding gates in line with the turnaround aircraft activities to ensure safe on-time departure of the flight 
 Monitors and ensures that the agreed service requirements for the concerned airlines are effectively implemented (boarding sequence, hand baggage collection) 
 Controls activities at the boarding gate and ensures accurate re-conciliation of the boarding pass with manifest and passenger boarding figures and provide ‘Boarding over’ clearance to the appropriate Supervisor.
 Implements the airline specific boarding and announcement procedures in order to have smooth boarding process  
 Updates the screens at the gate on flight details to ensure that passengers are informed and updated 
 Communicates passenger load-off or no show promptly to the appropriate Supervisor to ensure the required arrangements are carried out in a smooth, safe and efficient manner (offload of baggage, update of load sheet) 
 Reviews the numbers of passengers boarded to ensure reconciliation of boarded passengers against manifest  
 Communicates with crew to determine any special need, fuel docket and handover flight plan and ensure that the relevant information is updated (aircraft registration)  
 Conducts safety briefings regularly at the beginning of the shift to ensure that all safety standards are known and adhered to.
 Ensures that operating procedures are followed and safe working practices are strictly adhered to.
 Responsible for the health and safety duty of care at the workplace.
 Ensure to report any hazards, injuries, ill-health or near miss to your supervisor or employer.
 Cooperate with your employer when they require something to be done for health and safety at the workplace
 

Practical & technical knowledge:

 Bachelor degree or Diploma holder in a related field 
 3-5 years of experience in Airport Operations 
 Proficient knowledge in Airport Operations either with a ground handler or major airline
 

Soft Skills, Communication & Influencing skills:

 English language test level 5 required with a passing grade of 60%
 Effective communication; verbal and written.
 Leadership
 Teamwork
 Problem Solving
 Initiative
 Motivation
 Work ethics
 

Note: Candidate may include their updated CV upon their application and that only those who met the criteria that set will be considered.

Closing date: 16 February 2026 Erbil LT - any application after will not be consider.