Customer Care Agent

TN United Kingdom; Manchester; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Care Assistant to provide exceptional support to passengers at Manchester Airport. In this vital role, you will assist passengers requiring special assistance, ensuring a smooth journey from arrival to boarding. Your responsibilities will include escorting passengers through security, managing wheelchairs, and maintaining communication with the control team during any disruptions. This position offers a unique opportunity to make a positive impact on travelers' experiences while working in a dynamic airport environment. Join a team committed to service excellence and be part of a company that values diversity and inclusion.

Benefits

24/7 GP access for employee and family

Mental health support and counseling

Get Fit Programme

Financial and legal support

Cycle to Work scheme

Access to Perks at Work app

Qualifications

• Experience in customer-facing roles is essential.
• Excellent communication skills are a must.

Responsibilities

• Assist passengers throughout their airport journey.
• Provide manual lifting assistance and use equipment safely.
• Record passenger progress using a Personal Digital Assistant.

Skills

Customer Service Experience

Communication Skills

Security Awareness

Patience and Understanding

Education

Right to Work in the UK

DBS Check

Job description

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Job Title: Customer Care Assistant, PRM Operation

Location: Manchester Airport

Shifts: Earliest start is 4am so candidates must be able to get to work for 4am (4 on 2 off roster pattern), 40 hours per week

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 for the Customer Service Agent role:

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

Desirable Skills for the Customer Service Agent role:

• Achievement orientated.
• Patient and understanding.
• Security Aware.

Additional benefits include membership of "LifeWorks" online benefits scheme, ABM Referral Scheme Initiative, Cycle to Work Scheme discounts, and community support incentives. Note: Applicants who have spent more than 6 months outside the UK in the last 5 years require police clearance from all applicable countries before attending an interview.

Benefits:

• 24/7 GP access for employee and immediate family.
• Mental health support and counseling.
• Get Fit Programme.
• Financial and legal support.
• Cycle to Work scheme.
• Access to Perks at Work app for discounts, resources, and urgent support.

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

About Us

ABM is a leading provider of integrated facility services, committed to creating a cleaner, healthier, and more sustainable world. We serve a diverse range of industries across the UK, employing over 10,000 team members. We promote diversity and inclusion and are members of the Armed Forces Covenant Employer Recognition Scheme.