Terminal Information Customer Service Officer

About Adelaide Airport Ltd

Adelaide Airport Ltd (AAL) is the gateway to South Australia and the fifth-largest airport in Australia. We are committed to ongoing developments that seamlessly connect the world to South Australia. AAL is an unlisted public company owned by long‑term superannuation funds.

AAL is a major business centre and is executing its vision to be a globally connected, next generation hub offering a unique sense of place to its partners. AAL has recently announced $1 billion in capital investment over the next five years, covering both significant aviation and technology infrastructure upgrades in addition to some exciting commercial property developments across both its Adelaide and Parafield Airport sites.

AAL employs a highly engaged workforce recognised for delivering exceptional outcomes. Identifying, supporting and encouraging leadership and innovation, AAL is a proven leader in sustainability, supporting diversity and inclusion and offering flexible workplace arrangements.

The Role

We are seeking a friendly, professional and customer-focused Terminal Information Customer Service Officer (TICSO) to join our Customer Experience team.

Reporting to the Customer Experience Manager, this role is a critical touchpoint in the customer journey, welcoming and assisting passengers, visitors and airport users while helping create a seamless and positive airport experience.

Working across the Terminal Information Desk and Reception functions, you will provide accurate airport information, assist customers with enquiries, manage lost property processes and support customer feedback activities. You will also play an important role during operational disruptions and peak travel periods, helping customers navigate the airport with confidence.

This is a dynamic and varied role suited to someone who genuinely enjoys helping people, thrives in a customer-facing environment and can confidently adapt to changing priorities.

Key Responsibilities

• Welcome and assist passengers, visitors and airport users with airport and general enquiries.

• Provide exceptional customer service both face-to-face and over the phone.

• Manage lost property enquiries, including logging, tracking and reuniting items with customers.

• Respond to and triage customer feedback and enquiries received through written channels.

• Support Adelaide Airport's Hidden Disabilities Program, including the distribution of support packs and customer education.

• Provide lunch break, RDO and leave coverage for the Reception function located at the Management Centre.

• Act as a central source of information and assistance for stakeholders and the broader airport community.

• Support airport operations during peak periods, major events and operational disruptions.

• Maintain accurate records and comply with airport procedures and service standards.

• Contribute positively to the Customer Experience team and wider airport community.

Live the AAL Values

• Accountability – Excellence starts with ownership

• Integrity – Do the right thing, even when no one’s around to see it

• Respect – Good humans make great workplaces

• Teamwork – Collaboration drives us Celebration unites us

• Customer Focussed – Think customer. Always!

About You

You are passionate about delivering exceptional customer experiences and take pride in making a positive first impression.

You enjoy helping people, remain calm under pressure and are confident communicating with a diverse range of customers and stakeholders.

You will ideally bring:

• Experience working in a busy reception, concierge, customer service or administrative environment.

• Strong face-to-face, telephone and written communication skills.

• Experience responding to customer enquiries and feedback.

• Sound knowledge of Microsoft Office applications, including Outlook, Word and Excel.

• Strong problem-solving skills and the ability to think on your feet.

• Excellent organisational and time management skills.

• The ability to work independently while contributing positively within a team.

• Professional presentation and a customer-first mindset.

• Local knowledge of Adelaide and major attractions, events or services will be highly regarded.

Why Join Adelaide Airport?

Adelaide Airport is one of Australia's most modern and customer-focused airports, connecting millions of passengers each year. We are committed to creating exceptional experiences for our customers while fostering a workplace where our people feel valued, supported and empowered to succeed.

This role offers the opportunity to be at the heart of the airport experience, helping customers every day while working as part of a supportive and collaborative team.

Additional Information

This position operates on a fixed five-week rotational roster, with shifts scheduled across seven days, including weekends and public holidays. Flexibility to work all rostered shifts is essential.

Applications close: 9 September 2026

To apply, please follow the link below to our careers portal and submit your application directly:  https://adlairport.my.salesforce-sites.com/recruit/fRecruit__ApplyJob?vacancyNo=VN477