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. AAL is an unlisted public company owned by long-term superannuation funds, and has recently announced $1 billion in capital investment over the next five years across aviation and technology infrastructure and commercial property developments at both its Adelaide and Parafield Airport sites.

About 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.

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 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

Essential Requirements

• 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

Desirable

• Local knowledge of Adelaide and major attractions, events or services

This position operates on a fixed five-week rotational roster, with shifts scheduled across seven days, including weekends and public holidays. Applications close 9 September 2026.