About

Join our Terminal and Landside Operations team and play a vital role in delivering an exceptional customer experience at Western Sydney International Airport. This hands-on role will work closely with key operational functions, ensuring safety, efficiency, and seamless service for airport operators, customers, and visitors. Initially, the position will operate during business hours to support the development of processes and procedures. This role will later transition to shift work as we prepare for live Airport operations. Key responsibilities: Working closely with the Terminal Services Lead, respond to incidents and accidents in accordance with the Airport Emergency Plan and standard operating procedures. Ensure a safe, secure and seamless journey for the customer, staff and visitors to the airport. In coordination with the Airport Operations Control Centre, promptly attend to medical emergencies ensuring an appropriate response. Facilitate VIP movements, ensuring an appropriate use of WSI resources to prevent terminal operations from being compromised. During abnormal operations or disruptions, minimise the impact on terminal operations through proactive liaison with terminal stakeholders and customers. Monitor customer service standards and presentation of facilities, initiate remedial action to ensure those standards are maintained, and assist in the auditing of associated service level agreements. Proactively engage external and internal stakeholders to ensure operations are conducted effectively and efficiently, implement workable solutions to issues raised. Record details, complete reports, draft correspondence and take action to eliminate future occurrences in relation to terminal incidents and issues. Review and comment on approved works plans and other activities having regard to their impact on terminal operations. Provide information to Airport Volunteers to assist with operational and customer-service demands. Undertake functions to support other business units during operational or rostered needs including Corporate Affairs, Commercial and the Safety team. About You This is a great opportunity if you have front-line customer service and operations experience at an Airport or with an Airline. Knowledge of Airport and Airline processes with previous experience in the Aviation environment is desirable. Strong knowledge of airport operations and safety procedures. Proven experience and achievement of success in customer service roles. Ability to hold an Aviation Security Identification Card (ASIC) and/or other required security clearances. Able to effectively manage and plan resources, time, and people. Proven ability to handle pressure and competing priorities with ability to quickly analyse situations and decide a course of action. Strong communication skills with the ability to deal with people from diverse backgrounds & cultures. What We Offer This role represents a great opportunity to join an Airport that represents the future of aviation and to showcase your skills within a dynamic, fast paced and high-performance culture by living WSA's values: Safety is our priority | We do it with Heart | We strive to be different and better | We achieve together There's a great working environment with flexibility (hybrid office/home) in a collaborative team where your input will be valued and rewarded. WSA is an equal opportunity employer committed to building a diverse and inclusive culture. By joining us you will be part of an organisation that supports community, charities and environmental initiatives. We encourage residents of Western Sydney, Aboriginal and Torres Strait Islander and people from all backgrounds to apply. There has never been a more exciting time to be part of WSI's team, collaborating to create the most dynamic and smart airport in Australia. One of the largest civil engineering projects undertaken in Australia for decades, Western Sydney Airport will open in 2026 as a full-service airport offering international, domestic and freight service. Our aim is to be the gateway of choice to Australia and the world – connecting people, places and opportunity.