South African Airways is hiring for the job vacancy: Duty Officer

Job Summary

South African Airways (SAA) is hiring for the job vacancy: Duty Officer

Closing date: 09 February 2024

Reference NumberSAA240129-1
Job TitleDuty Officer – Perth
Business UnitRegional and International Airport Operations
Job TypePermanent

Location: Successful candidate will be based in Perth, Australia

Job Purpose

The role leads the daily operational team by providing supervision, motivation, coaching, and guidance to Ground Handler team members with regard to applicable SAA policy and procedures, governance and customer experience at each touchpoint. 

The Duty Officer will ensure that SAA is positioned as an Airline with high levels of service to customers while meeting SAA policies and procedures, regulatory and governance requirements.

Please note:  This is a permanent part-time position (28 hours per week).

Duties and Responsibilities

  • Work within delegation of authority (DOA)
  • Monitor excess baggage charges and ticketed sales
  • Monitor supplier performance/SLA’s and report correctives to Manager
  • Provide timely, accurate and relevant feedback/reports, and recommendations as required by leadership

  • Uphold good governance practices aligned to SAA standards
  • Communicate effectively on Company standards and requirements with Ground Handler and suppliers
  • Establish and maintain relationships with relevant internal departments within SAA, within the region, at Head office and Internationally
  • Ensure continuous on-time departure and adhere to Precision Time Schedule (PTS)
  • Stay up-to-date on Emergency Procedures and Response
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  • Effectively manage irregular operations – delays, overbooking, baggage handling, diversions
  • Establish effective customer relationship processes and procedures to handle customer issues such as complaints, queries, delays, seating arrangements, special meals, over-bookings, endorsements from other airlines
  • Facilitate and maintain effective relationships with stakeholders and interdependencies such as Star Alliance, Code-Shares, Airport Authority, Police Authority, Immigration Authority, Customs Officials

  • Represent the organisation to stakeholders, associates and partners as well as to the public maintaining professional, effective, amicable relationship at the required levels to ensure SAA’s interests are upheld
  • Attend and represent company’s interests at stakeholder, committee and service provider meetings (Airline Organisation Committee, Star Alliance Airport Team etc.) as requested by airport manager

  • Participate in BSC (balance score card) which aligns performance objectives/measures and personal development within the businesses parameters – as outlined by HR/JNB and Airport Manager
  • Uphold welfare of Air Crew in host station (accommodation, security, transport, allowances, Health and Safety, irregular operations, and SAA brand)
  • Ensure compliance of human resources with relevant legislation (Local)
  • Lives and role models the Airline Values

Qualifications and Experience

  • Diploma in Tourism/Hospitality with at least 3 years functional experience within aviation industry, preferably in an airport environment of which 2 years in a supervisory role OR 4 years functional experience within aviation industry, preferably in an airport environment of which 3 years in a supervisory role
  • Fluent in English and Portuguese
  • Post graduate qualification will be an advantage
  • Conversant in airline check-in/reservations systems, Microsoft, industry trends/needs, host Country Legislation
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Knowledge and Skills

  • Aviation regulations
  • Security protocols
  • Safety protocols
  • Emergency procedures and response
  • Safety standards
  • Excellent communication skills (verbal and written)
  • Interpersonal skills
  • Time management skills

  • Planning and organisation skills
  • Problem solver
  • Influencing and negotiating skills
  • Customer excellence
  • IT/System knowledge 
  • Information processing
  • Strong administrative skills
  • Strong multi-tasking ability
  • People management
  • Conflict handling
  • Decision making 


  • Leads by example
  • Supervises  team performance
  • Sells/ translates the vision
  • Leverages team diversity
  • Role models behaviour and values
  • Customer orientated
  • Results driven

  • Stakeholder relationships
  • Ethics and integrity
  • Collaboration
  • Relationship building
  • Independent worker
  • Adaptable
  • Resilient

Position based in Perth, Australia. Applicant will bear their own cost with regards to immigration (work permit, visa, accommodation, transport) if not Australian.

How to Apply

SAA is using an online recruitment tool.  Applicants are required to complete an individual registration profile capturing essential personal and career selection criteria. 

Applicants must please note that they only need to complete the online registration once and thereafter they can update their online profiles as and when necessary. 

PLEASE NOTE: The onus are on applicants to ensure all mandatory fields are completed.  Incomplete online profiles will be disqualified from the application process. 

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Online profiles are used for screening and shortlisting purposes. A CV is only for verification and record keeping purposes. 

Applicants need to ensure that their online profiles are completed with correct and current information.  Incomplete sections can disqualify applicants from the screening and selection process.  This applies to all internal and external applicants.

About South African Airways

South African Airways is the flag carrier airline of South Africa. Founded in 1934, the airline is headquartered in Airways Park at O. R. Tambo International Airport in Johannesburg and operates a hub-and-spoke network, serving ten destinations in Africa.

From Johannesburg, SAA’s hub, the national carrier of South Africa flies to over 35 destinations across Africa, the Middle East, Asia, Europe, Australia and North and South America. 

We have become a global airline whose excellence – 14 Skytrax awards acknowledging us as the best African airline and Africa’s first 4 star airline – has been built a dedication to excellence and embracing innovation.


  • Itumeleng Tladi

    Itumeleng teaches high school Mathematics in Groote Schuur. In addition to curating career opportunities on, Itumeleng mentors a community group of youth in STEAM. At chess, he's Western Cape's best.

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