Job Summary

The Baggage Tracing Supervisor plays an important role in the airport operations of Uganda Airlines by ensuring that passengers’ challenges with their baggage are dealt with.

Key accountabilities /responsibilities:

• Monitor baggage performance within the Uganda Airlines network.
• Investigate any discrepancy cases related to baggage at Entebbe Hub and all outstations.
• Design and implement up-to-date training materials for baggage services for all stations.
• Monitor missing baggage tracking progress from the GHA team and ensure they provide updated information to our passengers.
• Ensure all stations follow Standard Operating Procedures to settle all the baggage discrepancy cases.
• Deliver the highest service levels to all our customers.
• Responsible for lost and found and damaged baggage handling.
• Offer alternative solutions to settle baggage claims and render assistance to all passengers.
• Thoroughly trace missing baggage.
• Promptly arrange delivery of mishandled baggage (MHB) to passengers.
• Record irregularities and follow up with passengers on a daily basis.
• Update passengers on a daily basis on the status of their baggage.
• Ensure phone calls are picked at all times with sufficient responses to passengers.
• Ensure that AHLs are updated in the “FF” element for all communication with passengers.
• Perform any other duties assigned by management.

Qualifications (knowledge, skills, experience)

• University graduate or relevant Higher Diploma with experience in all-around airport handling operations with relevant experience in baggage services.
• At least 3 – 5 years relevant experience in a similar role with a reputable airline or reputable ground handling company.
• World Tracer Training (Mandatory).
• Baggage Reconciliation Services (BRS) Training.
• Airside Safety Training.
• Aviation Safety Awareness Training.
• IATA Dangerous Goods Awareness Training.
• Aviation Safety and Security Awareness Training.
• Airport Operations Experience.
• ICAO Safety Management Systems (SMS) Training/Awareness.

Competencies

• Good report writing skills.
• Customer-focused and hospitable.
• Attention to detail and quality.
• Excellent communication and interpersonal skills.
• Confident, decisive and proactive.