Part Time Customer Service Concierge London, England
Job description
Main purpose of job
Customer Service is the lifeblood of London City Airport and we put the customer at the heart of every journey. As a Customer Concierge you will use your excellent interpersonal skills to quickly build rapport with customers and deal with their interesting and often complex requests to help them get the most out of their experience at London City Airport.
You are responsible for all key customer interactions at each touchpoint across the airport, from Check-In to Immigration, to Departure Lounge, and everything in between. Your Customer Service Expertise will shine through a variety of means, such as face-to-face interactions, over the phone, and via email. You with be an ambassador not only to LCY, but also to London, proudly displaying our brand behaviours. This is a critical customer facing role, providing real time information to a vast range of enquiries from both internal and external customers, including flight and tourist information, in a warm and friendly manner. Post holders will have an eye for detail making sure that the quality of the terminal environment always meets our customers’ expectations.
Responsibilities
Pro-actively identify the needs of our customers ensuring that London City Airport is speedy, friendly and easy to use.- Assist passengers as needed through arrival and check in processes including support for passengers with special requirements.
- Assisting in the production of end of day reports.
- Dealing with lost and found property.
- Responding to Social Media posts.
- Operating the main airport switchboard, answering enquiries by phone and email.
- Understanding and operating the procedures for dealing with an emergency
- Direct passengers through Customs, Immigration, and quarantine as required
- Make public address announcements as required
- Assist colleagues in other areas of the airport to ensure that the customer journey is seamless.
- Comply with all UK/Ireland/EU legislation as well as airport authority and carrier security requirements.
- Comply with London City Airport Standard Operating Procedures (SOP’s).
- Operate computers and specialist equipment such as car park terminals, and Radios.
- Produce work-related documentation when required.
- Maintain the highest standards of safety and security at all times.
- Patrols of the site to monitor Customer Service standards, including reporting of any defects and security of the Terminal and passenger areas.
- Assisting with VIP Arrivals and Departures.
- To support the Car Park Coordinator in all aspects of the London City airport parking system, pre-booked and ‘turn-up’.
- To support the control of parking season tickets, applications and billing procedures and ensure correct car parks are used, including barrier access security.
- Ensure any hazards or unsafe acts are reported through the Accident and Safety reporting scheme and to the relevant managers.
- Liaise with LCY Colleagues, Airport Stakeholders and Emergency Services as required during security incidents and emergency situations.
- To assist with various adhoc duties as reasonably required from time to time. Ensure the relevant Health and Safety documents referred to have been read
- Ensure the relevant Health and Safety documents referred to have been read and are delivered on a consistent basis
Experience and Personal Attributes
Passionate about customer service- Commitment to continuous improvement
- Excellent communication skills (written and verbal)
- Ability to remain calm under pressure
- Demonstrate ability to work unsupervised and take accountability for areas of work
- In possession of at least three GCSE’s / O Level or Leaving Cert (and equivalent).
- Able to obtain an Airside Pass, & Security Background Check.
- Previous experience working in an aviation environment is desired.
- Ability to speak additional languages is desired.
Hours of Work:
20 hours per week on a rotating roster including weekends and public holidays. Flexibility required.
Shift will be between the hours of 04.30 – 22.30 to include weekends and bank holidays.
Please see roster pattern that is attached to this advert - you would need to be able to work all shifts/days within the roster pattern shown. Please only apply for this role if you can commit to this roster
Benefits:
- Free uniform
- Free onsite parking
- Access to discounted Private Medical Insurance for you and immediate family
- Medicash Cash plan
- Enrolment into company AE pension scheme
- Access to Salary sacrifice pension scheme
- Bereavement Counselling
- Cycle 2 Work salary sacrifice scheme
- Hastee Pay Advances
- 20 Days Annual leave (increasing by 1 day each year for the first 5 years until you reach 25 days)
- LCY Central discount website
- Annual Bonus based on increase in passengers each year
- Annual Season Ticket Loan
- On site Physiotherapist
- Discounted Gym Membership at many local facilities
- Staff discounts at most of retailers on site & some local restaurants & hotels
- Holiday Buy scheme (Ability to purchase up to 1 weeks A/L per year)
- Access to Salary Sacrifice Car leasing Scheme
Closing Date: midnight {Expiry Date}
