Customer Care Agent

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SHIFT PATTERN: 5 on/3 off, 40 hours per week

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department. We're here to help!

Purpose:

To assist passengers requiring special assistance throughout their airport journey.

Key Responsibilities:

1. Collect passengers from their arrival point at the airport to escort them through security, passport control, and onwards to their boarding gate.
2. Ensure wheelchairs are replenished and well distributed throughout the terminals and storage points.
3. Collect arriving passengers from the aircraft, take them through immigration, passport control, and onwards to the baggage hall to identify their baggage. Assist the passengers through HM customs into the arrivals hall and with any onward travel needs.
4. Greet passengers, always ask what assistance is required, explain the process to the passenger, and prepare them for airport procedures.
5. Assist passengers transferring flights.
6. Communicate with the control and supervisor team, recording any additional passengers.
7. During delays or disruptions, liaise with the control and supervisor team along with airline and handling agents to ensure that passengers are kept up to date.
8. Use equipment safely and professionally.
9. Provide manual lifting assistance as required.
10. Record passenger progress using the Personal Digital Assistant issued.
11. Be responsible for all company equipment issued to you daily.
12. Complete incident/accident reports for any issues encountered, including near misses and injuries.
13. Provide excellent service to all passengers.
14. Wear uniform correctly.
15. Follow the correct sign-in/out process.
16. Carry out any reasonable task requested. This role's key tasks may vary based on client and operational demands.

Required Experience:

• Previous experience in customer service, ideally in a customer-facing role.
• Excellent communication skills.
• Right to work in the UK.
• Ability to pass a DBS check.
• Ability to provide 5 years of reference information.

Desirable Skills:

• Excellent communication and interpersonal skills.