Services & Standards Training Officer

February 17, 2025

Air Niugini is looking for a dedicated service standards Training officer to support the development and implementation of training programs. This role will ensure our teams deliver outstanding customer experiences across all touch points by adhering to best practices and maintaining service excellence.              

Key Outputs

• Assist in developing and updating service standards and procedures in line with industry best practices.
• Monitor adherence to service standards across all customer touch points.
• Conduct regular audits and prepare reports on compliance with service standards.
• Collaborate in Training designing and developing training materials, manuals, and e-learning modules.
• Organize and coordinate training sessions for frontline staff, ensuring content delivery aligns with established standards for “finesse training”
• Track and report on training attendance, completion rates, and effectiveness.
• Gather and analyse customer feedback to identify areas for Training/Service improvement.
• Provide recommendations to the Manager Service Standards & Training based on performance data.
• Assist in implementing corrective actions to address service quality issues.
• Work closely with the Manager Service Standards & Training to ensure alignment of objectives and strategies.
• Communicate updates and changes in service standards to all relevant staff.
• Participate in workshops, seminars, and conferences to enhance skills and knowledge.
• Stay updated on industry trends and innovations in customer service and training.
• Suggest and implement enhancements to existing service standards and training programs.
• Act as a champion for change within the organization, promoting continuous improvement and innovation.

Qualifications and Experience

• Diploma in Training or equivalent
• 3-5 years’ work experience in Customer Engagement or equivalent
• 3-5 years’ experience working in aviation – Train the Trainer

Technical & Behavioural Competencies

• Analytical Thinking
• Communications
• Managing Resources
• Team Leadership & Teamwork
• Negotiating & Project Management
• Process/Quality Focus
• Customer Service Orientation
• Employee Focus
• Collaboration & Resilience
• Drive Change & Innovation

Email your CV, copies of your certificates, references and current contact details to recruitment@airniugini.com.pg by Friday 28^th February, 2025