Passenger Services Team Lead

Operating at over 140 stations in 31 countries and supported by a worldwide team of over 21,000 employees, we serve over 500 airlines handling over a million flights, and 1.6 million tonnes of cargo every year... and we’re still growing our business. We work to be the best at what we do, and that means employing and supporting the best people.

About the role

We’re looking for a dynamic and people-focused leader to guide our team of Passenger Service Agents. If you thrive in fast-paced environments, lead with empathy, and know how to keep operations running smoothly while keeping passengers smiling, this role is for you.

What You’ll Do:

• Lead, coach, and inspire a team of frontline service agents
• Ensure seamless passenger check-in, boarding, and arrival processes
• Resolve escalated customer issues with professionalism and care
• Monitor performance and provide regular feedback and training
• Collaborate with airport partners to maintain operational excellence
• Uphold safety, compliance, and service standards at all times
• Manage the training team to ensure all R&S, upskilling and training records are compliant.
• Manage the training roster and create the FOH roster.
• eLearning management.

Skills and experience:

• Proven leadership experience in customer service or aviation
• Strong communication and conflict-resolution skills
• Ability to stay calm under pressure and make quick decisions
• A passion for delivering outstanding passenger experiences
• Flexibility to work shifts, weekends, and holidays
• Training experience required
• Experience with dashboards and/or scorecards essential

At Queenstown International Airport, we are more than just a hub for travellers – we are the gateway to unforgettable experiences. Our airport welcomes millions of passengers each year and we are committed to providing seamless, safe, and efficient services.

What's in it for you?

You’ll be part of a friendly organisation who values the part their people play. You’ll see that there’s no place like an airport to work in.  A unique, fast-paced environment, bustling with people, it’s a world, where every day brings a new experience. So, you’ll enjoy plenty of variety and development opportunities and you’ll have our full support and training, for the whole of your career journey with us.

Working in an Airside role, to follow aviation security requirements, you will be required to hold a full Airside Security Pass, which means a criminal history check will be required along with a valid full New Zealand driving license and pre-employment medical check.

Apply now

Depending on the volume of applications received, we may close this advertisement early, please submit your application as soon as possible.

Apply online with a CV and cover letter that highlights your relevant skills, experience and motivation for joining Menzies Aviation/PlaneBiz. Please note, due to the high volume of applications, we are unable to accept direct or emailed applications and provide feedback to those not shortlisted.

If you require any accommodations or adjustments throughout the recruitment process, please let us know.

Eligibility to work in New Zealand is mandatory – this includes holding a valid work visa that covers the whole period of employment.

Due to high volumes, we are not engaging with recruitment agencies for this role.