Assisted Travel Coordinator

TN United Kingdom; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player at Birmingham Airport is seeking a dedicated individual to enhance the Assisted Travel service. This role involves ensuring compliance with safety and service standards while promoting an inclusive environment for all customers. You will coordinate a team, make critical decisions in high-pressure situations, and directly impact customer satisfaction. If you are passionate about delivering exceptional service and creating memorable experiences for travelers, this opportunity is perfect for you. Join a values-driven team committed to excellence and customer care.

Qualifications

• Experience in customer service roles, particularly in high-pressure environments.
• Ability to manage and coordinate teams effectively.

Responsibilities

• Control the Assisted Travel operation and coordinate a team of operational assistance staff.
• Provide exceptional customer service and manage customer flow to meet KPIs.

Skills

Customer Service

Team Coordination

Operational Decision-Making

Communication Skills

Compliance Knowledge

Education

High School Diploma

Relevant Certifications in Customer Service

Tools

Task Planning System

Job description

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About Birmingham Airport

Birmingham Airport is the UK’s seventh largest, with 30 airlines serving over 120 destinations direct and onward to over 400. Before the Covid-19 pandemic, 13 million customers flew in and out of BHX annually. We project growth to more than 18 million customers per year by 2033. By then, we will be connected to central London by HS2 trains in just 37 minutes and aim to be a net zero carbon airport.

Our Purpose and Values

Our purpose is: Proud of Every Journey. This means everyone at the airport and the 100 organizations operating on-site takes pride in getting customers safely, punctually, and comfortably from A to B.

We foster a kind, values-driven environment where everyone feels empowered to bring their best to work. Our seven pillars—Growth, Customer, Neighbour, Efficiency, People, Safety & Security, and Carbon—support our strategic goals.

Our values—Curious, Dedicated, Inclusive, Respectful & Supportive—guide how our colleagues treat each other as we serve customers with safety & security as our top priority.

Role Summary

Reporting to the Accessibility Operations Manager, you will play a key role in our Assisted Travel product, ensuring we uphold our 'Proud of Every Journey' commitment while supporting three core pillars: Customer, Efficiency, and Safety & Security. You will directly impact our compliance with European assistance service targets regulated by the Civil Aviation Authority.

You will be an ambassador for our Assisted Travel service, promoting our brand values to deliver a world-class assistance experience to both disabled and non-disabled customers. You will seek opportunities to enhance their experience and ensure smooth, safe, and enjoyable journeys through our airport. You will fulfill both the Help Desk and Airside Task Allocation functions as required.

Main Duties and Responsibilities

• Control the Assisted Travel operation through our dedicated task planning system, coordinating a team of up to 50 operational assistance staff at any time.
• Own the service’s daily performance, aiming to meet the airport’s Key Performance Indicators for this area.
• Make dynamic, operationally critical decisions in high-pressure environments to ensure customers receive exceptional, safe assistance and that airline on-time performance is maintained.
• Check-in and engage with departing customers to understand their needs, offering tailored assistance plans.
• Host key areas within the terminal, answering customer queries, supporting their needs, and aiding operational decision-making through effective communication.
• Proactively engage with the Assisted Travel Third Party Contractor and their management team.
• Undertake administrative duties, including briefing customers on mobility scooters, completing regulatory paperwork, and incident reports.
• Provide exceptional customer service face-to-face, over the phone, and via email.
• Manage customer flow and task allocation to ensure waiting times meet KPI targets.
• Maintain professionalism and high customer service standards at all times.
• Ensure health & safety responsibilities are followed, maintaining compliance with legal requirements.
• Promote equality and diversity, creating an inclusive team culture.
• Participate in collaboration projects and workshops.
• Perform other duties as assigned, including manual handling.

Interviews will take place on Monday 15th July, with a potential start date as early as 29th July.