Ground Operations Controller

Ground Operations Controller

One of Ireland’s leading airlines is seeking a Ground Operations Controller to join its Operations Control Centre (OCC). This is an airline with a strong regional footprint and a reputation for putting collaboration, reliability and customer care at the centre of its operation. The culture is hands-on and close-knit, with teams working together across airports, ground handlers and head office to keep passengers moving safely and efficiently.

This role will suit candidates who are calm under pressure, comfortable making decisions in a live operational environment, and motivated by delivering practical solutions for customers and colleagues alike.

The Role

The Ground Operations Controller plays a central role within the OCC, managing and coordinating flight disruptions and acting as a key escalation point for airport teams. The position ensures clear, accurate and timely communication to frontline staff, contact centres and customers when events impact journeys.

The role operates on a shift pattern within the OCC, with shifts starting from 05:00.

Key Responsibilities

• Disruption Management: Act as the central escalation point for customer issues arising from flight disruptions, irregular operations, system outages and operational queries.
• Customer Recovery: Work closely with operations teams to develop effective recovery plans, balancing customer needs with operational constraints and cost considerations.
• Communication: Ensure consistent, up-to-date information is shared with frontline teams, contact centres and customers during operational events.
• Collaboration: Liaise with OCC colleagues, airport teams, ground handlers and other stakeholders to achieve the best possible outcomes for passengers.
• Policies and Procedures: Manage escalations relating to customer-facing policies and operational procedures.

Additional Duties

• Ensure airline policies, procedures and contractual agreements are adhered to by ground handling service providers
• Identify, highlight and assist in resolving areas of underperformance across airports and ground handling partners
• Coordinate and produce reports on key performance indicators including punctuality, customer issues, ancillary revenue, safety and security
• Authorise invoices for ad-hoc ground handling services
• Carry out general OCC administration and ad-hoc reporting
• Support the wider team and customers with travel arrangements, surface transport and HOTAC bookings

Key Skills and Competencies

• Strong organisational and time-management skills
• Solid technical aptitude with a practical, solutions-focused approach
• Clear and confident communication skills across multiple stakeholder groups
• High levels of initiative, self-motivation and accountability
• Knowledge of PDC / PPS / ASTRAL systems is advantageous

Benefits:

• Pension contributions up to 4% from day one
• Death In Service cover- up x2 salary
• Long term illness cover
• Paid carparking
• Discounted Health insurance with Irish Life
• Staff Travel on flights