Terminal Services Agent

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.
• 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

At WSI you're not just joining a team — you're becoming part of a community that thrives on purpose, passion and possibility.

We’re building a culture that brings out the best in people, empowering every individual to grow, contribute and shine. Whether you're just starting out or looking to take your career to the next level, we offer experiences that unlock your full potential.

Our values power everything we do: 

• Safety                              Because nothing matters more. 

• Heart                                Our passion drives us in everything we do. 

• Striving                            To be different and better. 

• Achieving together        We make it happen with collaboration 

Proudly working on Dharug land, we reflect the vibrant diversity of Western Sydney and welcome people from all backgrounds and abilities to be part of our journey.

Please let us know if you require any adjustments to the application or recruitment process.