Aviagroup Ltd.

Aviaserve Ltd is a ground handling and aviation services provider based at Malta International Airport in Luqa, Malta. A company fully licensed to provide a wide range of ground handling services at the airport and is regarded as the primary independent ground handling agent in the country. Aviaserve specialises in airport ground handling services for passenger, ramp and cargo operations, serving many international airlines. Aviaserve has established itself with international industry standards combined with local expertise, emphasising safety, reliability and professional service delivery.

Role Purpose
The PWD Centralised Service Operations Booth Agent is responsible for the front-line&nbsp;
operational coordination and control of outbound Passenger with Disability (PWD)&nbsp;
assistance services through the PWD Centralised Service Operations Booth.
The postholder acts as a central operational link between passengers, PWD field teams,&nbsp;
airline personnel, airport stakeholders and the Operations Control Centre (OCC),&nbsp;
ensuring that assistance requests are received, accurately registered, prioritised,&nbsp;
assigned and continuously monitored until the service is transferred or completed.
The position requires the postholder to maintain an accurate real-time overview of&nbsp;
active PWD services, available resources, passenger requirements and operational&nbsp;
developments, enabling timely deployment of PWD personnel and appropriate&nbsp;
escalation of issues. The Centralised Service Operations Booth is established as the official commencement&nbsp;
point for outbound PWD services, consolidating service intake, passenger registration,&nbsp;
agent dispatch, staffing control and operational monitoring.
Key Accountabilities
The postholder is accountable for:
1. Centralised Service Intake – receiving and acknowledging all PWD assistance&nbsp;
requests.
2. Passenger Registration – accurately creating and maintaining PWD service&nbsp;
records.
3. Operational Dispatch – allocating PWD Agents according to passenger&nbsp;
requirements and operational priorities.
4. Live Service Monitoring – maintaining oversight of active PWD services&nbsp;
throughout the passenger journey.
5. Communication Control – acting as the central communication point for PWD&nbsp;
operational matters.
6. Resource Coordination – monitoring available personnel and supporting&nbsp;
effective deployment of resources.
7. Operational Escalation – identifying and escalating delays, risks, staffing&nbsp;
shortages and exceptional circumstances.
8. Service Documentation – ensuring accurate and timely operational records.
9. Customer Experience – ensuring that passengers receive professional,&nbsp;
respectful and dignified assistance from their first point of contact.

Principal Duties and Responsibilities
A. Centralised Assistance Request Management
The postholder shall:
• Maintain continuous monitoring of the PWD Centralised Service Operations&nbsp;
Booth.
• Receive assistance requests from passengers presenting directly at the booth.
• Monitor PWD Call Points throughout the airport.
• Receive requests referred by airline check-in staff, security personnel, gate staff&nbsp;
and other airport stakeholders.
• Monitor approved PWD email channels and Passenger Service Messages (PSMs).
• Receive operational notifications relating to PWD passengers and services.
• Immediately acknowledge and action assistance requests.
• Identify requests requiring urgent or priority intervention.
• Ensure no assistance request is left unattended or without an appropriate&nbsp;
operational response.
The operating procedure establishes the booth as the single commencement point for&nbsp;
outbound PWD services, with requests converging from multiple channels.
B. Passenger Registration and Service Creation
The postholder shall:
• Welcome passengers professionally and establish their assistance&nbsp;
requirements.
• Complete PWD registration at the Centralised Service Operations Booth.
• Create the official service record accurately and in a timely manner.
• Record passenger and flight information, including:
o Passenger name;
o Airline;
o Flight number;
o Destination;
o Scheduled Time of Departure (STD);
o Assistance category;
o Applicable IATA SSR code;
o Mobility requirements;
o Wheelchair requirements;
o Ambulift requirements;
o Special assistance requirements; and
o Accompanying-person information where applicable.
• Verify information provided by the passenger against available operational&nbsp;
information where required.
• Ensure relevant changes to passenger requirements are immediately&nbsp;
communicated to the appropriate personnel.
• Maintain confidentiality and appropriate handling of passenger information.
Registration is specifically required to take place at the booth at the passenger's first&nbsp;
point of contact.
C. PWD Agent Allocation and Dispatch
The postholder shall:
• Maintain awareness of all available PWD Agents and their operational locations.
• Assess active requests against available personnel.
• Assign PWD Agents based on:
o Passenger location;
o Assistance category;
o Operational priority;
o Passenger requirements;
o Current staffing levels;
o Workload; and
o Operational circumstances.
• Communicate assignments clearly to PWD Agents.
• Monitor acknowledgement of assignments.
• Follow up where an assigned agent does not acknowledge or attend the request&nbsp;
within the expected timeframe.
• Reallocate resources where required.
• Escalate situations where available resources are insufficient.
The centralised model specifically replaces self-directed allocation with booth￾controlled dispatch based on location, category, priority and workload
D. Live Operational Monitoring
The postholder shall maintain a real-time overview of PWD operations, including:
• Active assistance requests;
• Passenger locations;
• Assigned PWD Agents;
• Pending requests;
• Flight departure times;
• Gate allocations;
• Flight delays;
• Gate changes;
• Boarding developments;
• Ambulift requirements;
• Staffing levels; and
• Operational disruptions.
The postholder shall proactively identify potential service delays and notify the Booth&nbsp;
Supervisor before they affect passenger service wherever reasonably possible.
E. Communications and Stakeholder Coordination
The postholder shall act as a central communication point between PWD operations&nbsp;
and relevant stakeholders, including:
• PWD Operations Supervisors;
• PWD Agents;
• Departure Hall PWD personnel;
• Airline check-in staff;
• Airline gate staff;
• Gate Supervisors;
• Security personnel;
• Airside Operations;
• Airport Operations;
• Aviaserve OCC;
• Ambulift Operators; and
• Other authorised airport stakeholders.
All information affecting the delivery of PWD assistance shall be communicated&nbsp;
accurately, promptly and through the appropriate operational channel.
F. Flight and Operational Monitoring
The postholder shall monitor information relevant to PWD service delivery, including:
• Passenger Service Messages;
• Flight delays;
• Flight cancellations;
• Gate changes;
• Stand changes;
• Boarding information;
• Special assistance notifications;
• Staffing notifications; and
• Other operational messages.
Where an operational change may affect an active PWD passenger, the postholder shall&nbsp;
ensure that the relevant PWD personnel and Supervisor are informed.
G. Ambulift and Special Assistance Coordination
The postholder shall:
• Monitor incoming information identifying passengers who may require Ambulift&nbsp;
assistance.
• Ensure Ambulift requirements are correctly recorded.
• Communicate relevant requirements to the appropriate PWD Supervisor.
• Support the coordination of Ambulift resources.
• Escalate any anticipated Ambulift availability or operational issue.
• Ensure that special passenger requirements are clearly communicated to the&nbsp;
relevant operational team.
The procedure provides for central assessment of Ambulift requirements to reduce&nbsp;
unnecessary allocations while ensuring required resources are available.
H. Staffing and Resource Monitoring
The postholder shall:
• Maintain awareness of staff attendance and availability.
• Receive information regarding sickness, emergency leave or staffing shortages.
• Immediately inform the Booth Supervisor of staffing concerns.
• Assist with the redistribution of resources as directed.
• Monitor workload across operational areas.
• Support the Supervisor in maintaining adequate coverage.
• Ensure operational information concerning staff deployment is accurately&nbsp;
recorded.
All PWD personnel report to the booth at the commencement of duty, where&nbsp;
attendance, briefing and daily allocations are managed
I. Service Completion and Records
The postholder shall:
• Maintain accurate and current service records.
• Ensure relevant service status updates are recorded.
• Ensure completed services are properly closed in the applicable system.
• Record operational discrepancies and incidents.
• Escalate incomplete, inaccurate or problematic records.
• Support the Supervisor with information required for operational reporting and&nbsp;
quality assurance.
Decision- Making and Authority
Within established procedures, the Booth Agent is authorised to:
• Register PWD passengers;
• Create service records;
• Allocate available PWD Agents;
• Prioritise routine requests according to operational criteria;
• Communicate operational instructions to assigned agents;
• Coordinate routine operational information;
• Request information from relevant stakeholders;
• Reallocate resources where appropriate within the scope of their authority; and
• Escalate operational matters to the Booth Supervisor.
The Booth Agent does not independently authorise major staffing changes, disciplinary&nbsp;
action, significant operational deviations or decisions outside established procedures.&nbsp;
Such matters shall be referred to the Booth Supervisor or appropriate management.
Escalation Responsibilities
The postholder shall immediately escalate to the Booth Supervisor:
• Significant staffing shortages;
• Multiple simultaneous priority requests;
• Potentially delayed PWD passengers;
• Passenger welfare or safety concerns;
• Serious complaints;
• Equipment failures affecting service delivery;
• Ambulift availability concerns;
• Major flight or gate disruptions;
• Communication failures;
• Conflicting instructions from stakeholders;
• Any situation exceeding the postholder's authority; and
• Any circumstance which may compromise the safety, dignity or continuity of&nbsp;
passenger assistance.
Customer Service Expectation
The postholder shall consistently demonstrate:
• Professionalism;
• Courtesy;
• Patience;
• Respect;
• Empathy;
• Confidentiality;
• Disability awareness;
• Clear communication; and
• A passenger-centred approach.
Particular attention shall be given to ensuring that passengers with disabilities are&nbsp;
treated with dignity, independence and respect throughout their interaction with the&nbsp;
service.
Core Competencies
The successful candidate should demonstrate:
• Operational Awareness
Ability to maintain an accurate understanding of the wider operational situation&nbsp;
and anticipate potential issues.
• Prioritisation
Ability to determine which requests require immediate action based on&nbsp;
passenger needs and operational circumstances.
• Communication
Ability to communicate concise, accurate and timely information to passengers,&nbsp;
colleagues and stakeholders.
• Decision-Making
Ability to make sound operational decisions within established authority.
• Teamwork
Ability to coordinate effectively with field personnel, supervisors, airlines and&nbsp;
airport stakeholders.
• Attention to Detail
Ability to maintain accurate passenger and operational information.
• Resilience
Ability to perform effectively during periods of high workload and operational&nbsp;
disruption.
• Customer Focus
Commitment to delivering safe, dignified and professional assistance.
Role Accountability 
The PWD Centralised Service Operations Booth Agent is accountable for ensuring that&nbsp;
every assistance request under their control is acknowledged, accurately recorded,&nbsp;
appropriately assigned and actively monitored until responsibility is transferred or the&nbsp;
service is completed. The role is therefore a critical operational-control position within the PWD service&nbsp;
structure and directly contributes to the safe, timely, dignified and continuous delivery&nbsp;
of PWD assistance.
<h4 style="margin-top: 24px;" class="heading education">Education and Experience</h4><ul class="jobDescList education"><li>Previous airport or groud handling experience</li><li>Previous PWD/PRM experience</li><li>Customer service experience</li><li>Dispatch, operations - control or coordination experience</li><li>Knowledge of IATA SSR Codes</li><li>Knowledge of airport operations</li><li>Previous experience working with PSMs or operational Systems</li><li>Excellent verbal and written communication skills</li><li>Strong organisational and coordination abilities</li><li>Ability to work in a fast paced operational environment</li><li>Ability to manage several tasks simultaneously</li><li>Strong attention to detail</li><li>Good decision- making and problem solving skills</li><li>Ability to remain calm under pressure</li><li>Competence in computerised systems and date entry</li><li>Ability to communicate effectively with multiple stakeholders</li><li>Willingness and ability to work shifts, weekends and public holidays as required</li></ul>

Role Purpose
The PWD Centralised Service Operations Booth Agent is responsible for the front-line&nbsp;
operational coordination and control of outbound Passenger with Disability...

PWD Customer Care Agent

Job Purpose: The Service Desk Agent is responsible for delivering professional, efficient, and&nbsp;
customer-focused assistance at the airport ticket desk, ensuring passengers receive accurate&nbsp;
information and support with reservations, ticketing, itinerary changes, upgrades,&nbsp;
cancellations, and general travel inquiries. Serving as a direct representative of the airline,&nbsp;
the role plays a key part in enhancing the passenger experience while ensuring adherence to&nbsp;
company policies, financial procedures, and industry regulations.

Key Responsibilities:
1. Assist passengers with flight bookings, ticket issuance, itinerary modifications,&nbsp;
cancellations, and upgrades in accordance with airline policies.
2. Rebook passengers affected by delays, cancellations, or missed connections, ensuring&nbsp;
minimal disruption to travel plans.
3. Process payments, and upgrade fees accurately, in compliance with company&nbsp;
financial standards.
4. Provide passengers with clear information on airline policies, travel documentation,&nbsp;
and baggage allowances.
5. Resolve passenger concerns promptly, maintaining professionalism and empathy at&nbsp;
all times.
6. Maintain accurate and up-to-date transaction records for audit and compliance&nbsp;
purposes.
7. Monitor system functionality and promptly report technical issues to the relevant&nbsp;
departments.
8. Keep abreast of changes in airline schedules, fare structures, and travel requirements.

Qualifications and Experience:
1. IATA, airline ticketing, or reservation system certification is an asset.
2. Previous experience in ticketing, reservations, or customer service within the airline,&nbsp;
travel, or hospitality sectors preferred.
3. Knowledge of Global Distribution Systems (GDS) is an advantage.
4. Fluency in English; proficiency in additional European languages is highly desirable.

Working Conditions: The position operates on a shift-based schedule, including early&nbsp;
mornings, late evenings, weekends, and public holidays, in line with flight operations. Duties&nbsp;
are carried out at airport ticket counters and other front-line passenger service areas in a&nbsp;
fast-paced, high-volume environment with constant passenger interaction. The role requires&nbsp;
standing for extended periods, maintaining a professional appearance, and wearing a&nbsp;
company-issued uniform and airport identification at all times.
<h4 style="margin-top: 24px;" class="heading requirements">Requirements</h4><ul class="jobDescList requirements"><li>Able to work effectively under pressure and handle stressful situations with tact and composure.</li><li>Proficiency in computer systems, reservation platforms and point of sale applications.</li><li>Basic numerical skills and the ability to handle financial transactions accurately.</li><li>Professional appearance and demeanor at all times.</li><li>High attention to detail, accuracy and organisational skills.</li><li>Excellent communication and interpersonal skills with a strong customer service focus.</li></ul><h4 style="margin-top: 24px;" class="heading education">Education and Experience</h4><ul class="jobDescList education"><li>Post Secondary Qualification</li></ul>

Job Purpose: The Service Desk Agent is responsible for delivering professional, efficient, and&nbsp;
customer-focused assistance at the airport ticket desk, ensuring passengers receive...

Service Desk Agent

Job Purpose: The Ramp Driver is responsible for the safe and timely transport and handling of passenger baggage and cargo within the airport premises. This includes operating airside vehicles, assisting the Ramp Team Leader with flight preparation, and ensuring accurate and secure delivery of all items. The role demands physical endurance, strict adherence to safety protocols, and the ability to work efficiently under pressure in a fast-paced environment.
Key Responsibilities:
1.Operate various airfield vehicles and equipment, including ramp tractors, power carts, conveyors, passenger stairs, and ground power units.
2.Support the Team Leader in preparing necessary equipment for each flight.
3.Ensure correct and timely delivery of baggage and cargo to designated locations.
Qualifications and Experience:
1.A valid Maltese work permit.
2.A valid driving licence (Maltese, EU, or UAE) is considered an asset.
3.Strong proficiency in both written and spoken English and Maltese.
4.Flexibility to work on a roster basis, including weekends and public holidays.
5.Willingness to work outdoors in varying weather conditions.
<h4 style="margin-top: 24px;" class="heading requirements">Requirements</h4><ul class="jobDescList requirements"><li>Ability to work effectively under pressure</li><li>Strong coordination and organisational skills</li><li>Capable of managing multiple flights simultaneously</li><li>Solid and thorough knowledge of Schengen and non- Schengen countries is essenial</li></ul><h4 style="margin-top: 24px;" class="heading education">Education and Experience</h4><ul class="jobDescList education"><li>Post-secondary education</li></ul>

Job Purpose: The Ramp Driver is responsible for the safe and timely transport and handling of passenger baggage and cargo within the airport premises. This includes operating airside vehicles,...

Ramp Driver

Job Purpose: The Turnaround Coordinator is responsible for ensuring the safe, efficient, and on-time turnaround of aircraft in accordance with airline requirements, company procedures, and regulatory standards. Acting as the central point of coordination, the TRC manages and oversees all ground handling activities during the turnaround, ensuring effective communication between Gate Agents, Flight Crews, Airline Representatives, and internal stakeholders to minimize delays and maintain operational integrity.
Key Responsibilities:
1.Coordinate and oversee all aircraft turnaround activities, including but not limited to passenger disembarkation and boarding, loading and unloading of baggage and cargo, refuelling, catering, cleaning, and crew changes.
2.Ensure all ground handling services are delivered in the correct sequence and within the agreed turnaround times, in accordance with the Service Level Agreements agreed with MIA.
3.Escalate operational issues, delays, or safety concerns promptly to the appropriate authority.
4.Monitor adherence to safety procedures on the ramp, including the use of Personal Protective Equipment (PPE) and safe working practices.
5.Immediately report incidents, irregularities, hazards, or non-compliances in accordance with reporting procedures.
6.Ensure accurate completion of all required operational documentation related to the aircraft turnaround.
7.Respond to and manage operational disruptions, ensuring minimal impact on flight departures and passenger flow.
8.Record and report delays, irregularities, and operational issues in line with company and airline reporting requirements.
Skills and Competencies
1.Ability to manage multiple high-priority tasks simultaneously in a fast-paced environment.
2.Strong situational awareness and real-time decision-making skills.
3.Excellent interpersonal skills, with the ability to communicate effectively with diverse stakeholders.
4.Ability to remain calm, professional, and focused under pressure.
5.High level of attention to detail and commitment to safety and operational excellence.
Working Conditions
The Turnaround Coordinator operates on a roster-based system. The role forms part of a 24/7 operation, and flexibility is essential, including the ability to work nights, weekends, and public holidays.
Depending on operational requirements, overtime may be required. While some duties are office-based, the role is primarily performed on the airport ramp, involving prolonged standing and exposure to varying weather conditions, noise, and operational environments.
<h4 style="margin-top: 24px;" class="heading requirements">Requirements</h4><ul class="jobDescList requirements"><li>Strong communication and organisational skills</li><li>Fluency in English, both written and spoken; proficiency in additional language is considered an asset</li><li>Maltese/EU/UAE/driving license</li><li>Previous experience in airport ground operations, ramp handling, is highly preferred; however, full training will be provided to suitable candidates</li></ul><h4 style="margin-top: 24px;" class="heading education">Education and Experience</h4><ul class="jobDescList education"><li>A- level certification in Maths and Physics or other</li></ul>

Job Purpose: The Turnaround Coordinator is responsible for ensuring the safe, efficient, and on-time turnaround of aircraft in accordance with airline requirements, company procedures, and regulatory...

Turnaround Coordinator

Job Purpose:&nbsp;
To ensure a smooth, efficient, and customer-focused check-in process for departing passengers, delivering service of the highest standard while adhering to airline procedures, safety regulations, and operational requirements.
Key Responsibilities:
<ol>
<li>Greet passengers in a professional and courteous manner.</li>
<li>Verify travel documents (passport, visa, ticket, and any special requirements).</li>
<li>Check in passengers using the airline’s reservation system.</li>
<li>Issue boarding passes and baggage tags.</li>
<li>Weigh, tag, and check in luggage in accordance with airline and safety regulations.</li>
<li>Ensure baggage meets weight, size, and security requirements.</li>
<li>Provide passengers with information on flight status, boarding gates, and boarding times.</li>
<li>Provide assistance to passengers with reduced mobility (PRMs), unaccompanied minors (UMs), and other special needs passengers.</li>
<li>Adhere to airline and airport Standard Operating Procedures (SOPs).</li>
<li>Communicate with gate agents, supervisors, and ground handling staff for smooth operations.</li>
<li>Monitor stationery and ensure operational supplies are available.</li>
<li>Attend briefings and training as required by the company or airline.</li>
</ol>
Working Conditions: 
The role of a Check-In Agent is carried out in a dynamic airport environment with constant passenger flow, requiring sustained focus, professionalism, and customer engagement. The role demands strict adherence to safety and security regulations while interacting with passengers, and colleagues. Workload may vary considerably depending on flight schedules, delays, and seasonal demand, and the position operates on a shift-based schedule, including nights, weekends, and public holidays.
<h4 style="margin-top: 24px;" class="heading requirements">Requirements</h4><ul class="jobDescList requirements"><li>Strong communication and interpersonal skills.</li><li>Ability to remain calm and work effectively under pressure.</li><li>High attention to detail and accuracy in passenger and baggage processing.</li><li>Professional appearance and grooming standards.</li><li>Good problem-solving and decision-making skills.</li><li>Teamwork and adaptability to shift work, including nights, weekends, and public holidays.</li></ul><h4 style="margin-top: 24px;" class="heading education">Education and Experience</h4><ul class="jobDescList education"><li>Secondary school education or equivalent.</li><li>Post-secondary education, vocational training, or courses in tourism, hospitality, or aviation (advantageous).</li><li>Previous experience in customer service, hospitality, or airline/airport operations (preferred but not always required for entry-level).</li><li>Familiarity with airline reservation and departure control systems (e.g., GoNow, Altea) is an asset.</li><li>Computer Literate</li></ul>

Job Purpose:&nbsp;
To ensure a smooth, efficient, and customer-focused check-in process for departing passengers, delivering service of the highest standard while adhering to airline procedures,...

Job Opportunities

PWD Customer Care Agent

Service Desk Agent

Ramp Driver

Turnaround Coordinator

Check-In Agent