Customer Care Agent

ABM UK; Liverpool City Region; On-site; Full time

Job summary

Join a dynamic team as a Customer Care Agent at a leading airport service provider. This role is essential for ensuring passengers receive the highest level of assistance during their airport journey. You will be responsible for escorting passengers through security and customs, managing wheelchairs, and providing legendary service. With a focus on communication and customer care, you'll play a vital role in creating a smooth and enjoyable experience for travelers. This position offers a range of benefits, including 24/7 GP access and mental health support, making it an exciting opportunity for those passionate about customer service and teamwork.

Benefits

24/7 GP access

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Employee discounts and cashback offers

Qualifications

• Experience in customer service, ideally in a customer-facing role.
• Excellent communication and interpersonal skills are essential.

Responsibilities

• Assist passengers throughout their airport journey with care and professionalism.
• Provide manual lifting assistance and ensure equipment is well-maintained.

Skills

Customer Service

Communication Skills

Interpersonal Skills

Flexibility

Security Awareness

Education

Right to work in the UK

DBS check clearance

5 years reference information

Tools

Personal Digital Assistant

Job description

Job Title: Customer Care Agent

Location: Liverpool Airport

Pay rate: £12.02 per hour

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 onwards 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 that are transferring flights.
6. Communicate to the control and supervisor team recording any additional passengers.
7. During delays or disruption 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 progress of the passenger using the Personal Digital Assistant issued.
11. Be responsible for all Company equipment issued to you on a daily basis.
12. Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).
13. Provide legendary service to all passengers.
14. Wear uniform correctly.
15. Follow correct sign in/out process.
16. Carry out any reasonable task requested. This description is an outline of the role and it is expected that key tasks will vary with the demand of our client and operation base.

Required Experience:

1. Previous experience of primarily working within Customer Services ideally in a customer facing role.
2. The ideal candidate will have excellent communication skills.
3. Must have the right to work in the UK.
4. Must pass a DBS check.
5. Must be able to provide 5 years reference information.

Desirable Skills:

1. Excellent communication & interpersonal skills.
2. Flexibility.
3. Innovative.
4. Achievement orientated.
5. Energy/Drive.
6. Courteous.
7. Patient and understanding.
8. Security Aware.

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home.
• Mental Health support and Life Event Counseling.
• Get Fit Programme.
• Financial and legal support.
• Cycle to work scheme.
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback, and exclusive offers.
• Life: Search for resources and tools on topics ranging from family and life to health, money and work.
• Support: Online chat or telephone service for urgent support in a crisis.

For more information about ABM’s benefits, visit our careers page.

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.