Ground Operations Controller

Job description

One of Ireland\’s leading airlines is seeking a Ground Operations Controller to join its Operations Control Centre (OCC). This is an airline with a strong regional footprint and a reputation for putting collaboration, reliability and customer care at the centre of its operation. The culture is hands-on and close-knit, with teams working together across airports, ground handlers and head office to keep passengers moving safely and efficiently.

The Role

The Ground Operations Controller plays a central role within the OCC, managing and coordinating flight disruptions and acting as a key escalation point for airport teams. The position ensures clear, accurate and timely communication to frontline staff, contact centres and customers when events impact journeys.

The role operates on a shift pattern within the OCC, with shifts starting from 05:00.

Key Responsibilities

• Disruption Management: Act as the central escalation point for customer issues arising from flight disruptions, irregular operations, system outages and operational queries.
• Customer Recovery: Work closely with operations teams to develop effective recovery plans, balancing customer needs with operational constraints and cost considerations.
• Communication: Ensure consistent, up-to-date information is shared with frontline teams, contact centres and customers during operational events.
• Collaboration: Liaise with OCC colleagues, airport teams, ground handlers and other stakeholders to achieve the best possible outcomes for passengers.
• Policies and Procedures: Manage escalations relating to customer-facing policies and operational procedures.

Additional Duties

• Ensure airline policies, procedures and contractual agreements are adhered to by ground handling service providers
• Identify, highlight and assist in resolving areas of underperformance across airports and ground handling partners
• Coordinate and produce reports on key performance indicators including punctuality, customer issues, ancillary revenue, safety and security
• Authorise invoices for ad-hoc ground handling services
• Carry out general OCC administration and ad-hoc reporting
• Support the wider team and customers with travel arrangements, surface transport and HOTAC bookings

Key Skills and Competencies

• Strong organisational and time-management skills
• Solid technical aptitude with a practical, solutions-focused approach
• Clear and confident communication skills across multiple stakeholder groups
• High levels of initiative, self-motivation and accountability
• Knowledge of PDC / PPS / ASTRAL systems is advantageous

Benefits:

• Pension contributions up to 4% from day one
• Death In Service cover- up x2 salary
• Long term illness cover
• Paid carparking
• Discounted Health insurance with Irish Life
• Staff Travel on flights