CSR (Customer Service Representative) Bristol, England
Job description
About Us
Smartecarte UK Ltd is a leading business partner at Bristol Airport. Our services include Baggage Trolley Management, Lost Property, Mail and Fly, Bag Wrapping, and Weighing. Our aim is to provide the best quality passenger experience to all customers using any of our services. The team is currently going through an exciting period of growth and consequently, a vacancy has arisen for a Customer Service Representative to join our team.
The Role
We are looking for a confident, friendly, Front Desk Representative to undertake customer service and clerical duties, at our Smartecarte desk in the main terminal building of Bristol Airport. You will be the “face” of the company for all visitors and will be responsible for the first impression we make.
The ideal candidate will have a friendly and easy-going personality while also being very perceptive and disciplined. You should be confident to deal with complaints and give accurate information to customers.
Responsibilities
- Responsible for keeping the front desk tidy and presentable with all necessary materials.
- Greet and welcome guests
- Assist customers face-to-face in answering their inquiries
- Answer all incoming calls and emails
- Collect Lost Property items from security and register items on our system.
- Keep records and files updated in accordance with company procedures
- Collect and handle Mail and Fly items, ensuring the registration system is kept up to date
- Handle pre-arranged face-to-face customer item collections and paperwork
- Manage the left luggage service to include bag and item x-raying, using our Xray machine
- ( full training will be given)
- Assist customers with the use of our bag weighing machine
- Carry out bag wrapping as and when required, using the bag wrap machine
- Handle inquiries and bookings for our Porter Service
- Communicate the shift handover for the operation where required
- Manage through to resolution, any initial customer complaints
- Be responsible for managing cash and reports for the till’s daily takings
- Retail stock management and sales
- Build honest, respectful, two-way relations with work colleagues
- Develop positive relationships with airport officials, managers, and any other people who come into contact with our business
- Demonstrate a positive brand image within the airport by being an ambassador for the company
- Take up other reasonable duties as assigned
Requirements and skills
- Experience in a customer service position required
- Knowledge of office management systems
- Proficient in English (oral and written)
- Excellent knowledge of MS Office (especially Excel and Word)
- Strong communication and people skills
- Good organisational and multi-tasking abilities
- Problem-solving skills
- Customer service orientation
Frequently asked questions
What does a Front Desk Representative do?
A Front Desk Representative is the face of the company and ensures they make a good first impression on any visitors or customers. They ensure the front desk is kept in order and manage and filter all communication from outside vendors and customers to internal employees either by phone, email, or verbally. Responsibilities are varied.
What makes a good Front Desk Representative?
A good Front Desk Representative has excellent communication skills due to interacting with customers, employees, and airport staff daily. They also have expert interpersonal skills. Soft skills such as friendliness and likability will help them excel in the position.
As a customer-facing associate, you will be a confident, motivated and ambitious individual. This is a great opportunity for you to step up your level of responsibility and take ownership of some of the day-to-day tasks.
The nice to have:
- Previous airport environment experience
- Good IT and Technical skills
- Educated to higher education level
- Fluency in other languages
To do the job well, you should:
- Be honest and trustworthy. We work with high-value items and have a zero tolerance to theft
- Be able to use initiative & work independently, but know when to refer to your manager for advice/ key decisions
- Have an enthusiastic, proactive, and professional approach to work
- Possess excellent interpersonal, listening, and communication skills, both written and orally
- Be organised with the ability to prioritise effectively
- Have good attention to detail
- Be reliable with excellent timekeeping and attendance levels
- Be well-groomed with excellent levels of personal hygiene at all times
- Able to work under reasonable pressure and enjoy a fast-paced working environment
Before you start
1. We operate shifts around the business operating hours. Although we try to have a set working pattern, you must be flexible in line with the needs of the operation.
2. You must be willing to undertake a criminal record check and online training qualifications.
3. If you do not already have an airside pass, you must be able to provide references to cover your whereabouts for the past 5 years.
The development of our employees at Smartecarte is paramount. To support this, we offer:
- £11.50/hr (double time on bank holidays)
- 20 days annual leave per annum (based on a 40hr per week contract) plus bank holidays
- Training to support you in becoming an excellent Customer Service Representative
- Significantly discounted bus fares traveling to and from nearby cities (Bristol, Weston-Super Mare etc)
- 20% discount at some outlets in the airport and 10% discount on some duty free items, with additional staff sales
- Free parking at Bristol Airport
Job Types: Full-time, Part-time
Part-time hours: 40 per week
Salary: £11.50 per hour
Benefits:
- Employee discount
- On-site parking
Schedule:
- 10 hour shift
- 8 hour shift
Ability to commute/relocate:
- Bristol, BS48 3DY: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you flexible with the days you are available to work. e.g. Weekends and Bank Holidays?
Experience:
- Customer Service: 1 year (required)
Work Location: In person
Reference ID: Front Desk Representative
