Assistance Service Agent - Heathrow Hounslow, England
Job description
Are you looking for a role that is genuinely rewarding and gives you the chance to make a real difference to peoples' lives? Are you always happy to help and passionate about customer service? If the answer is YES, then this could be the ideal role for you: -
We are currently looking for Assistance Service Agents to join us at Heathrow Airport.
Working as a member of the Assistance Team, you will be responsible for delivering customer service excellence to every passenger requiring support (PRS), passengers with Hidden disabilities or those requiring assistance due to mobility restrictions. You will provide assistance to passengers requiring support from the aircraft seat through the terminal building and to their onward travel and from the terminal building to the aircraft seat.
As an Assistance Service Agent, you will play a pivotal role in supporting the airport operation and will be responsible for ensuring a positive experience for all passengers between the terminal and the aircraft.
The purpose of this role is to deliver the highest level of customer service at all times and to ensure a positive customer experience for our passengers. You will utilise company equipment as supplied and trained to fulfil this role.
Main Duties:
- Assist special assistance passengers through the terminal to and from the aircraft and assist with the transfer into their seat or wheelchair through safe manual handling techniques.
- Being professional, polite and courteous at all times.
- Perform Customer Service Agent (CSA) duties as directed by Control. Escorting arriving and departing special assistance passengers (along with accompanying family as necessary) through the airport either on foot, by wheelchair or electric buggy/ caddy as depicted by their categorisation.
- Providing assistance with the PRS baggage.
- Completing the Daily Equipment Check Sheet, to maintain the operational reliability of the equipment, reporting where necessary, any equipment defects in line with the equipment inspection procedure.
- Ensuring that wheelchairs and buggies are always clean and tidy.
- Ensure that Centralised Control is updated on progress by use of IT handsets.
- Ensure that all necessary paperwork is completed legibly and submitted in a timely manner.
- Any additional reasonable duties, as assigned by operational management.
Essential Criteria:
- Must be able to lift passengers in accordance with manual handling guidelines
- Must be able to push passengers in wheelchairs, in accordance with manual handling guidelines and full training
- Must be able to assist passengers with their bags, lifting as required and in accordance with manual handling guidelines
- 5-year checkable history.
What we can offer you:
- £11.39 per hour (£11.60 if you have a full UK Driving Licence)
- Full time hours – 5on 3off shift pattern (shifts will cover early, mid, and late shifts between the operational window of 0430 and 2330)
- Annual leave of 5.6 weeks per year
- Life assurance scheme
- Company sick pay
- Pension Scheme
- Access to an Employee Benefits Platform offering lifestyle savings and discounts on most high street retailers, a Reward and Recognition programme
- Employee Assistance Programme that provides a health and wellbeing support service
- As an employer of choice, we focus on wellbeing, training, and career progression
- Employee Referral Scheme
About the Company:
Wilson James is a leading security, construction logistics and aviation services provider with more than 5,000 employees. With in-depth sector and service expertise, we deliver solutions to clients operating across the Aviation, Construction, Corporate, Energy, Manufacturing, Maritime and Technology industries.
Wilson James are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis.
Job Types: Full-time, Permanent
Salary: £11.39-£11.60 per hour
Benefits:
- Company pension
- Employee discount
- Life insurance
- Referral programme
- Sick pay
- Wellness programme
Schedule:
- 8 hour shift
- Overtime
- Weekend availability
Application question(s):
- This role requires the ability to be multi-skilled and to work across our portfolio of services. This includes : Early and late shifts (430am early start – 2330 finish) Manual handling of passengers requiring assistance. Lifting passengers from their wheelchair to an aircraft seat and vice versa. Pushing wheelchairs Lifting luggage Working outside Handling protective equipment Using a personal device to log your journey with a passenger within their journey through the airport with you. (much the same as a smartphone device) Being able to confidently and clearly communicate with passengers to provide excellent Customer service and care along with being able to provide them with instructions, as appropriate. (at security / evacuation) Please confirm you understand this is a multi-skilled role and you will be expected to perform all duties as detailed above including shift times?
- Are you flexible to work shift patterns? (5on 3off or 4on 2off - earliest start 4.30am latest finish 11.30pm.
Experience:
- customer service: 1 year (required)
Licence/Certification:
- Full UK Driving Licence (preferred)
Work Location: One location
Application deadline: 31/01/2023
