Customer Service Assistant - Surface Access Southend-on-Sea, England
Job description
Description
This role will support the smooth running of all Airport Operations, the focus being on delivery of Surface Access functions. Surface Access includes all modes of transport that passengers and staff choose to utilise to and from the Airport.
Customer Service is key to the role, ensuring the passenger experience is as positive outside the airport as it is inside. The role will also focus on the delivery of commercial and revenue generating aspects of the airport’s own surface access infrastructure.
Including, but not limited to, platform duties in line with DFT security levels and assisting with the day to day safe operations of the station. Operating and overseeing the safe use of the automatic ticket gates, assisting passengers with enquiries and special assistance. Using the S&B management suite to support the journey of all car park customers.
Full time, various shifts (including night shifts) 4 on 4 off, 2 earlies 2 lates
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Key Responsibilities*
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Specific Responsibilities and Objectives*
- Monitoring car park and other management systems, undertaking first line equipment maintenance tasks and working with contractors to ensure upgrade and repair works are completed
- Access and Egress control
- Emptying and loading pay machines, completing and assisting with the banking process
- Engaging with and assisting passengers via telephone, email and through the intercom system
- General customer facing assistance
- Ensuring contractors, concessionaires and partner operators undertake their business in line with contracts and airport procedures
- Monitoring certain CCTV systems, undertaking patrols and reporting through the relevant teams
- Accurate record keeping, producing financial and operational performance reports
- Teamwork - Ensure passenger experience is as seamless as possible whilst transitioning through different areas of the airport
- Liaising with the Airport Management Team, stakeholders and the emergency services
- Operate systems professionally in compliance with company policy and procedure whilst ensuring all legal obligations are met
- Attend to the need and requests of our customers in a professional and timely manner
- Provide assistance to disabled and vulnerable customers in accordance with policies and procedures (ATP)
- Conduct daily and monthly HSQE inspections
- Operate the automatic ticket gates (ATG’s)
- Maintain quality standards including housekeeping, cleanliness, staff appearance and behaviour across the surface access operation
- Undertake security checks in accordance with policy and remain vigilant at all times including reporting any suspicious behaviour witnessed
- Ensure notice boards are updated with correct and current information
- Complete a daily control log, reporting any safety related issues to your line manager
- Carry out safety briefings and sign in all contractors in accordance with policy, ensuring that permits are issued, and site safety rules are adhered to
- Ensure compliance in relation to the completion of the visitor’s log
- Ensure a thorough handover brief is undertaken to your relief at the end of your shift
- To carry out any additional duties as requested by your line manager
- Assist in covering sickness and holidays where possible
Skills Knowledge and Expertise
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Key Attributes*
Core:
- Customer service experience
- Attention to detail, computer literate
- Able to communicate effectively at all levels
- Confident when working alone, making decisions and able to work as part of the wider airport team
- Able to remain calm under pressure
- Good telephone/customer service manner
Desirable:
- Railway Experience
Qualifications
Core:
- Minimal GCSE or equivalent education
Desirable:
- CCTV/SIA license (current or previously held)
- Safe use of ATG’s
Experience
Core:
- Demonstrable experience of working in a customer service or public facing role
Desirable:
- Experience of working in the rail, parking or security industry
Key Performance Indicators
- Ensure all Airline Service Level Agreements/Key Performance Indicators are met or exceeded
- Compliance of all CAA, DfT, HSE, Airline(s) and LSACL procedures
- Leadership, delivery and ownership of providing an excellent and efficient standard of customer service to both internal and external parties
- Ability to perform all tasks with accuracy, efficiency, and in a safe manner
- Working under own initiative, sometimes alone, but always acting as part of the wider airport team
- The needs of the customers are met in a professional and efficient manner and standards of service and appearance are always maintained
About Esken Ltd
We are focused on delivering growth in Aviation and Renewable Energy
Our expertise in the aviation and energy sectors span the highest levels of leadership and has been gained across core strategic, operational, and financial roles.
London Southend Airport attracts partners and passengers to destinations throughout Europe with a simple, common goal. We provide experiences that are ‘quick, easy and happy’. Star Handling provides baggage handling, check-in and logistics solutions for airports and airline partners.
And, in Esken Renewables we have a transformational and maturing business which supplies fuel to biomass plants across the UK so that they can, in turn, create renewable energy. We do this via specialist procurement, transport, operations, quality and plant management teams.
Job Type: Permanent
