CSA7/26 - Customer Services Agent

Belfast International; Belfast City District; Hybrid; GBP 33,000 - 40,000; Full time

Job summary

Belfast International Airport Ltd. is seeking a Customer Services Agent to help run the terminal safely and efficiently, handling passenger queries and coordinating with airlines and airport stakeholders while supporting operational resilience during disruptions.

The role requires sound judgment and strong decision-making skills, balancing passenger needs with safety and security. Average 42 hours per week with a 2‑shift cycle (7am–7pm and 7pm–7am).

Qualifications

• Customer service and complaint handling experience.
• Strong communication and interpersonal skills.

Responsibilities

• Handle customer issues and complaints with professionalism.
• Support operational resilience during disruptions and regulatory compliance.

Job description

• £33,205 - £39,846 (starting on point 1 of a 2 banded scale)

JOB TITLE:

CUSTOMER SERVICES AGENT

REPORTING TO:

TERMINAL OPERATIONS MANAGER

HOURS OF WORK:

Average 42 hours per week
12-hour shift system of 2 days & 2 nights
7am-7pm and 7pm-7am

SALARY:

£33,205 - £39,846 (starting on point 1 of a 2 banded scale)

JOB PURPOSE

The Customer Services Agent plays a key operational role in the safe, secure and efficient operation of the airport terminal. The postholder is responsible for managing customer issues and complaints, supporting operational resilience during disruptions, conducting inspections and audits, monitoring service standards, ensuring regulatory compliance and acting as a key point of contact for passengers, airlines and airport stakeholders. The role requires soundjudgement, strong decision-making skills and the ability to balance customer needs with operational, safety and security requirements.

Please refer to the jobdescription and person specification for full details of the job duties and essential/desirablecriteria.

Should the standard of applicants be higher than anticipated, the Company reserves the right to enhance the short-listing criteria above that stated in this advertisement.

Belfast International Airport Ltd. is an Equal Opportunities Employer and welcomes applicants from all sections of society regardless of their religious belief, political opinion, gender, disability, marital status, race, age or sexual orientation.