Customer Service Representative

Vacancy Name

Customer Service Representative

Vacancy No

VN465

Location

Adelaide Airport

Employment Type

FT - Full-time

Hours Per Week (Part Time Only)

Position Purpose

About Adelaide Airport Ltd

Adelaide Airport Ltd (AAL) is the gateway to South Australia and the fifth-largest airport in Australia. We are committed to ongoing developments that seamlessly connect the world to South Australia. AAL is an unlisted public company owned by long‑term superannuation funds.

AAL is a major business centre and is executing its vision to be a globally connected, next generation hub offering a unique sense of place to its partners. AAL has recently announced $1 billion in capital investment over the next five years, covering both significant aviation and technology infrastructure upgrades in addition to some exciting commercial property developments across both its Adelaide and Parafield Airport sites.

AAL employs a highly engaged workforce recognised for delivering exceptional outcomes. Identifying, supporting and encouraging leadership and innovation, AAL is a proven leader in sustainability, supporting diversity and inclusion and offering flexible workplace arrangements.

The Role

We are seeking a customer-focused and proactive Customer Service Representative to join our Customer Experience Team.

This role plays a critical part in delivering exceptional customer service and support across a range of airport services, including online parking, transport services, staff parking and reception operations.

Working across both the Terminal Office and Management Centre, you will support customers through multiple channels, manage a variety of enquiries, assist transport operators (including rideshare and chauffeur services), support online car park bookings and booking amendments, provide reception services, and help create a positive customer experience across the airport precinct.

This diverse role is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and can confidently balance customer service, administration and reception responsibilities. You will be a collaborative team member who delivers outstanding customer service with professionalism, empathy and a positive attitude.

Key Accountabilities

• Provide professional reception services, representing Adelaide Airport as the first point of contact for welcoming visitors, managing sign in procedures and answering incoming reception calls,
• Manage shared inboxes and general office administrative tasks
• Assist customers with online parking booking queries, amendments, and account enquiries.
• Support and promote customer self-service platforms and digital channels
• Support staff parking administration, including applications, and account maintenance.
• Coordinate and issue access cards for airport staff, tenants and transport operators (rideshare, taxi and chauffers)
• Respond to operational enquiries from rideshare, taxi and chauffers from multiple channels.
• Supporting administrative activities across the customer service team
• Working collaboratively with other operational teams to ensure a seamless customer experience
• Identify opportunities to improve customer service and operational processes

Live the AAL Values

• Accountability – Excellence starts with ownership
• Integrity – Do the right thing, even when no one’s around to see it
• Respect – Good humans make great workplaces
• Teamwork – Collaboration drives us Celebration unites us
• Customer Focussed – Think customer. Always!

Qualifications/Skills/Experience

We’re looking for someone who genuinely enjoys helping people and can confidently navigate challenging customer situations while maintaining professionalism and composure.

You will bring:

• Previous experience in a customer service, contact centre, reception or customer-facing role
• Strong written and verbal communication skills
• Experience managing customer concerns or complaints professionally
• Excellent organisational and administrative skills
• Confidence using multiple computer systems simultaneously
• Strong attention to detail and ability to prioritise competing tasks
• A collaborative approach and willingness to support a small team environment
• The ability to adapt to changing priorities and operational needs

Essential

• Current Driver’s Licence
• Certifi…