Transport and logistics
Aviation ground specialist - Passenger Operations
Working in a specialist role supervising the safe arrival, turnaround and departure of aircraft at airports, military bases, heliports and other airfields.
Summary
An aviation operations specialist could work in a number of aviation environments, such as a commercial airport, military base / aerodrome, heliport or other airfield. Specialist roles, all focussed around the arrival, turnaround and departure of aircraft and maintaining an aviation operation, will include knowledge, skills and behaviours to complete complex aviation tasks and may include supervision of others to enable compliance with regulations through a safe, secure and effective aviation operation. These functions may include loading and unloading of aircraft, air traffic control (ATC), movement of aircraft and vehicles airside and the management of passengers both airside and landside. The functions all work as part of a combined team, within which communication with wider colleagues and other stakeholders is essential and the aviation operations specialist plays a key part of a coherent operation. The core knowledge, skills and behaviours must be completed by ALL ground specialists, along with ONE of the five specialist functions.
Typical job titles include
- airport handler | Aviation ground handler | aviation operations specialist | fire fighter
Knowledge, skills and behaviours (KSBs)
K1:
Health and safety legislation in aviation and in relation to own role and organisation and how to monitor it
K2:
Requirements for maintaining aviation security in own area of authority and action to take in the event of a breach of security
K3:
Aviation and other applicable legislation, procedures and regulations relating to an aviation environment, and monitoring procedures within own area of responsibility
K4:
Methods of communication to ensure effective and timely transfer of information to different audiences using relevant language and format
K5:
Roles within the team and how these work together to achieve the organisation’s objectives, and how to embrace equality and inclusivity in the workplace
K6:
The aviation systems used within own role and how to operate them, identify faults or errors and what remedial action to take
K7:
Implement and monitor emergency procedures in own area of responsibility, the range of potential incidents and disruption that may occur and the appropriate action to take
K8:
Dangerous goods relevant to a range of aviation operations and how to deal with them effectively in own area of responsibility
K9:
Key timelines for aviation operations performance and consequences of not meeting them
K29:
Travel documentation: How to deal with issues relating to passports, visas and other statutory or organisational travel documentation required for travel, including procedures for and implications of making decisions on acceptance or refusal for travel
K30:
Check-in: Operational systems and procedures for check-in and how to deal with check-in issues, including the impact of decisions made and how to maintain operational standards of performance and customer satisfaction
K31:
Gate processes: Systems, procedures and monitoring requirements for boarding, departure and arrival of passengers
K32:
Gate processes: Know how to maintain equipment and address failures of equipment and processes to minimise disruption and delay
K33:
Customer service and communication: How to deal with complex customer needs which may affect the aviation operation
K34:
Customer service and communication: How to communicate to customers in challenging situations in individual and group situations
K35:
Customer service and communication: Understand the procedures for service recovery
Technical Educational Products
- ST0038: Aviation ground specialist - Passenger Operations (Level 3) Approved for delivery
- Reference:
- OCC0038E
- Status:
Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/02 Passenger services assistants
- 6213/99 Air travel assistants n.e.c.
- 8233/99 Air transport operatives n.e.c.
S1:
Monitor area of responsibility to ensure compliance with aviation legislation and organisational procedures, addressing and / or reporting hazards
S2:
Ensure aviation security is maintained in own area of operations e.g. challenging people in restricted areas, recording and reporting of security incidents
S3:
Monitor compliance with legislation, procedures and regulations in an aviation environment within own area of responsibility
S4:
Communicate effectively within the working environment, adapting methods and language to meet the situation
S5:
Maximise team performance and meet the objectives of the team whilst embracing equality and inclusivity
S6:
Use aviation systems effectively in own role. Take remedial action upon identification of faults or errors in a timely manner if they occur
S7:
Monitor area of responsibility and take appropriate action to reduce the impact of emergencies, incidents or disruption
S8:
Deal effectively with dangerous goods in own area of responsibility
S9:
Operate each stage of the aviation operations performance to ensure timely aircraft movements
S31:
Travel documentation Monitor passports, visas and other travel documentation in area of responsibility, dealing with issues as they arise by liaising with other organisations and agencies appropriate to the travel destination making recommendations for action and validation
S32:
Check-in Work with check in team, senior management and other stakeholders as required to maintain operational standards and commercial performance, customer satisfaction and address check-in issues, e.g. late check-ins, overbooking, complaints, excess baggage and special requests and requirements
S33:
Gate processes Liaise with the customer, airline and colleagues to ensure efficient boarding, departure and arrival procedures meeting service standards and aviation regulations. Proactively address issues that arise at the gate, making effective decisions to ensure a satisfactory outcome and on-time departure
S34:
Customer service and communication Monitor area of responsibility to ensure customer satisfaction and adherence to operational standards
S35:
Customer service and communication Communicate effectively with passengers, crew and other parties in the event of disruption, keeping them informed of progress, actions and results
S36:
Customer service and communication Address complex customer needs to ensure service standards and individual requirements are maintained
Technical Educational Products
- ST0038: Aviation ground specialist - Passenger Operations (Level 3) Approved for delivery
- Reference:
- OCC0038E
- Status:
- Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/02 Passenger services assistants
- 6213/99 Air travel assistants n.e.c.
- 8233/99 Air transport operatives n.e.c.
B1:
Embrace and promote the values of the organisation
B2:
Treat team, customers and other stakeholders with courtesy and respect
B3:
Take ownership and responsibility of role and working area, including team members where responsible
B4:
Display loyalty, integrity and accountability to the organisation
B5:
Commit to continuous development of self and team, including improvements to systems and processes
B6:
Be vigilant and proactive in promoting a safe, secure and compliant working culture
Technical Educational Products
- ST0038: Aviation ground specialist - Passenger Operations (Level 3) Approved for delivery
- Reference:
- OCC0038E
- Status:
- Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/02 Passenger services assistants
- 6213/99 Air travel assistants n.e.c.
- 8233/99 Air transport operatives n.e.c.
