Airport Service Agent - Customer Service

About the role

The Airport Service Agent is a varied role with its primary function to provide excellent customer service to our passengers and to support the Airport Operations Team.

You will greet and assist passengers, provide guidance, and support the management of the check-in operation. Alongside this you will prepare passengers for security and will will communicate with the Operations team via telephone and radio transmissions keeping them informed of any concerns or expected disruption. You will escalate any emergencies to the Control Centre and take appropriate initial actions where possible.

The role operates on a rotational, 37 hour roster including early starts and late evening finishes with shifts up to 10 hours. It also includes manual-handling and you will be required to be on your feet for long periods of time.

What you’ll be doing

• Check-in set-up – preparing efficient space for our customers to check-in, troubleshooting, fault reporting and restocking of essential items
• Check-in and kiosk hosting – greeting passengers as they enter their check-in zone and ensuring they are are in the correct space for their airline
  
• Passenger interaction - assisting passengers with general inquiries and information regarding security compliance (liquid rules, security preparation information, etc)
• Assisting with the management of contingency queuing and other airport contingency plans under the guidance of the Operations Team
• Passenger assistance in the event of cancellations and disruption
• Airport Security – awareness of general airport security processes (unattended luggage, security breaches) and escalation process for reporting
• Onward travel and transport links assistance
• Basic first aid and escalation process for reporting emergencies
• Trolley collection – on-foot collection and return of trolleys including landside/airside process

• This role requires the successful candidate to obtain a Counter Terrorist Check, so you must have been living in the UK for the last 3 consecutive years
• Essential: A passion for delivering excellent customer service
• Essential: : Attention to detail, ability to prioritise, and effective time management skills.
• Essential: A good level of physical fitness, and the ability to handle tasks such as pushing, pulling and walking long distances (over 10k steps per day)
• Essential: Be able to be cleared in accordance with CAA regulations (includes providing a satisfactory five-year reference history and EAL being able to undertake a satisfactory Criminal Record Check and Counter Terrorist Check on your behalf)
• Desired: Understanding of airport operations and processes impacting the passenger journey.
• Desired: Experience in a busy, customer facing environment

If your experience looks slightly different to what we’ve listed here, we encourage you to still apply. You could add something we didn’t know we needed.