Customer Service Representative

Overview

About Adelaide Airport Ltd
Adelaide Airport Ltd (AAL) is the gateway to South Australia and the fifth‑largest airport in Australia. AAL is an unlisted public company owned by long‑term superannuation funds. It is a major business centre committed to ongoing developments that seamlessly connect the world to South Australia, with a vision to be a globally connected, next‑generation hub.

AAL has recently announced $1 billion in capital investment over the next five years, covering aviation and technology infrastructure upgrades as well as commercial property developments across its Adelaide and Parafield Airport sites. AAL employs a highly engaged workforce recognised for delivering exceptional outcomes and supporting sustainability, diversity and inclusion with flexible workplace arrangements.

The Role

We are seeking a customer‑focused and proactive Customer Service Representative to join our Customer Experience Team. This role plays a critical part in delivering exceptional customer service and support across a range of airport services, including online parking, transport services, staff parking and reception operations. Working across both the Terminal Office and Management Centre, you will support customers through multiple channels, manage a variety of enquiries, assist transport operators (including rideshare and chauffeur services), support online car park bookings and booking amendments, provide reception services and help create a positive customer experience across the airport precinct.

This diverse role is ideal for someone who enjoys helping people, thrives in a fast‑paced environment, and can confidently balance customer service, administration and reception responsibilities.

Key Accountabilities

• Provide professional reception services and represent Adelaide Airport as the first point of contact for welcoming visitors, managing sign‑in procedures and answering incoming reception calls.
• Manage shared inboxes and general office administrative tasks.
• Assist customers with online parking booking queries, amendments, and account enquiries.
• Support and promote customer self‑service platforms and digital channels.
• Support staff parking administration, including applications and account maintenance.
• Coordinate and issue access cards for airport staff, tenants and transport operators (rideshare, taxi and chauffeurs).
• Respond to operational enquiries from rideshare, taxi and chauffeurs from multiple channels.
• Support administrative activities across the customer service team.
• Work collaboratively with other operational teams to ensure a seamless customer experience.
• Identify opportunities to improve customer service and operational processes.

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 people make great workplaces.
• Teamwork – Collaboration drives us, Celebration unites us.
• Customer Focused – Think customer. Always.

Qualifications & Skills

We're looking for someone who genuinely enjoys helping people and can confidently navigate challenging customer situations while maintaining professionalism and composure.

What you bring

• Previous experience in a customer service, contact centre, reception or customer‑facing role.
• Strong written and verbal communication skills.
• Experience managing customer concerns or complaints professionally.
• Excellent organisational and administrative skills.
• Confidence using multiple computer systems simultaneously.
• Strong attention to detail and ability to prioritise competing tasks.
• A collaborative approach and willingness to support a small team environment.
• The ability to adapt to changing priorities and operational needs.

Essential

• Current Driver’s Licence.
• Certificate III in Business Administration or equivalent.
• Experience in customer service across phone, email and face‑to‑face channels.
• Strong Microsoft Office skills.

Desirable

• Experience within aviation, tourism, hospitality or a similar service‑based industry.
• Experience using CRM platforms such as Salesforce, Altitude, Skidata and ParkChange.
• Experience in a corporate reception or front‑of‑house environment.

Who will succeed in this role?

• Can de‑escalate difficult situations with empathy and professionalism.
• Builds positive relationships with people from diverse backgrounds.
• Is reliable, accountable and takes ownership of your work.
• Enjoys working in a structured, customer‑focused environment.
• Is comfortable balancing routine tasks with unexpected customer requests.
• Wants to contribute to a positive team culture and long‑term success.

Why Join Adelaide Airport?

Adelaide Airport is one of Australia’s most modern and user‑friendly airports, providing world‑class services to millions of passengers every year. We pride ourselves on our commitment to customer service, safety and environmental sustainability.

Working at Adelaide Airport offers

• The opportunity to work in a vibrant environment at one of Australia’s busiest airports.
• A supportive team culture that fosters growth, learning and development.
• The chance to make a meaningful contribution to aviation safety while enhancing your own career.

If you’re passionate about customer service, enjoy solving problems and want to be part of an organisation that connects South Australia to the world, we’d love to hear from you. Apply now and become part of Adelaide Airport’s Customer Experience Team.

Applications close: 26th July 2026

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