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Job title: Customer Service Agent

Location: Stansted Airport

Rate of pay: £11.50 per hour

Contracts – Full/Part Time

Shifts – 4 on 4 off for Full Time Contracts

Helping passengers with assistance requirements to and from the aircraft and around the airport, enhancing the passengers journey.

Main Duties & Responsibilities:

• Greet passengers always asking what help is required, explaining the process to the passenger and preparing them for check in and security.
• Assisting passengers through the check in and security process and helping them to either the boarding gate or airside waiting area.
• Ensure the collection of wheelchairs around the airport terminal and returning them to the required storage areas.
• Assisting passengers and their hand luggage on to their flight.
• Collect arriving passengers from the aircraft, or the pre-immigration waiting area and take them through immigration/passport control and to the baggage hall to identify their baggage. Through HM customs to the arrivals hall.
• Complete all jobs correctly on the handheld devices.
• Call Operations co-ordinators to inform them of all extra passengers.
• During delays or disruption liaise with the Operations co-ordinator, Airlines and handling agenta to ensure that assistance passengers are kept up to date.
• Drive passengers within Airport on relevant equipment.
• Provide manual lifting assistance as required using the S-max, pro-move sling or aisle chair.
• Ensure inform is constantly updated with your progress with the passenger.
• Be responsible for all Company equipment issued to you on a daily basis.
• Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).
• Provide legendary service to all passengers.
• Wear uniform correctly.
• Follow correct sign in/out process.

Person Specification:

Essential

• Excellent customer service skills
• Strong written and spoken communication skills.
• A polite and professional approach.
• The ability to solve problems.
• The ability to deal tactfully with upset or angry passengers.
• IT skills.

Essential Criteria for an Airside Pass

• To be considered for the role you will need to provide the following:
• Full 5 years history that accounts for all periods of employment, self-employment, unemployment and education (any gaps over 28 days must be verified)
• Valid photographic proof of identity e.g. passport or driving licence
• Valid Visa/Proof of right to work for non UK and out of EU nationals
• Proof of National Insurance No. (or evidence that you have applied for one)
• Proof of identity and address (Utility bill, bank statement, etc.)
• Acceptance of and willingness to undergo a Criminal Record Check (CRC)* and Airside Security Clearance
• Where an individual has resided 6 months or more outside the UK in the last 5 years, the appropriate clearance must be obtained i.e. Overseas Criminal Record Check (OCRC) from the country of origin

Benefits

• Free parking
• 80% subsidy on Stansted Travel card
• Flexible hours
• World Duty Free Discount
• Career Progression