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JOB TITLE: Passenger Service Agent

LOCATION: Aberdeen Airport, AB21 7DU

CONTRACT: Permanent

ROLE OVERVIEW AND PURPOSE

This position is a full-time role – 40 Hours

Your responsibility as a Passenger Service Agent will be to ensure a smooth, seamless passenger journey through Aberdeen airport by assisting, welcoming, and engaging with passengers to deliver legendary service.

KEY RESPONSIBILITIES

• Assist passengers with reduced mobility through their airport journey, either by using a wheelchair, or specialised equipment
• Be able to maintain high levels of customer service while working under pressure
• Assist customers to their connecting flight
• Deliver exceptional customer service to all internal and external customers
• Collect customers and take them through security and passport control down to the boarding gate or airside Host point
• Determine the level of assistance required for each individual passenger
• Explain the process to the passenger and prepare them for the next steps
• Follow protocol for all terminal equipment
• Provide manual lifting assistance as required
• Complete an incident/Accident Report for any issue you may encounter, including any near-miss events (recording any injuries because of an accident to yourself or customers)
• Comply with all relevant safety procedures
• Support the Ambassador contract, or any other contract as required subject to the correct training

REQUIRED SKILLS AND EXPERIENCE

• Excellent customer service skills
• Strong written and spoken communication skills
• Team working
• Multi-tasking
• Attention to detail
• Punctuality
• Good at working under pressure