Trainer - Passenger Services

About the Role Swissport is seeking a Passenger Services Trainer to deliver high-quality theory, practical and on-the-job training to new and existing Passenger Services staff at Auckland Airport. The role develops confident, customer-focused frontline teams and ensures training aligns with Swissport procedures, airline client requirements, airport regulations, and safety/security standards required for safe, efficient and professional passenger services in a fast-paced airport environment. What You'll Do

• 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 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. Safety, Security and Compliance
• 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. Your Profile / Kōtaha Matawhaiaro
• 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 Nice to Have
• None specified Compensation & Benefits
• Not specified