Customer Operations Agent

John Menzies; Greater London; On-site; GBP 21,000 - 31,000; Full time

Job summary

Menzies Aviation is seeking a Customer Services Representative to support airline customers at our UK operations. You will play a key role in delivering high standards of service across the passenger journey, ensuring accuracy and compliance, and representing the company with professionalism.

Key responsibilities include processing travel documents, handling baggage processes, and supporting safe, secure and efficient boarding while maintaining health and safety guidelines and company policies.

Qualifications

• Well organised with meticulous attention to detail and accuracy.
• Ability to work within a pressured environment.
• Must be flexible to adapt to changing demands/circumstances.
• Team player with strong interpersonal skills.
• Ability to influence, motivate, negotiate and communicate effectively at all levels.

Responsibilities

• Provide exceptional Customer Service as per the Menzies and Airline specific standards to ensure customer satisfaction at every step of their journey.
• Check customers' travel documentation together with relevant identification to ensure compliance with governing bodies.
• Process Customers and baggage using automated or manual systems, follow airline specific policies including airline requirements surrounding excess baggage and individual customer programmes.
• Board customers onto flights whist complying to safety and security procedures and deal with disruption and irregularities with confidence and composure.
• Carry out work in accordance with information and training provided and any specific health, wellbeing, safety and security rules or procedures.

Skills

Attention to detail

Under pressure

Flexible

Team player

Interpersonal skills

Communication skills

Negotiation

Job description

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.

But at the heart of our business is our people.

Role Purpose

This role delivers high performance standards around all aspects of Customer Services and customer processing, meeting the requirements of our Airlines and maintaining health and safety and overall good working practices in accordance with company policies and procedures at all times.

What you will be doing

• Provide exceptional Customer Service as per the Menzies and Airline specific standards to ensure customer satisfaction at every step of their journey
• Check customers' travel documentation together with relevant identification to ensure compliance with governing bodies.
• Process Customers and baggage using automated or manual systems, follow airline specific policies including airline requirements surrounding excess baggage and individual customer programmes.
• Board customers onto flights whist complying to safety and security procedures and deal with disruption and irregularities with confidence and composure.
• Carry out work in accordance with information and training provided and any specific health, wellbeing, safety and security rules or procedures.
  

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Well organised with meticulous attention to detail and accuracy, able to work on their own initiative to specific deadlines, have the ability to recognise and deal with challenges promptly and efficiently.
• Ability to work within a pressured environment.
• Must be flexible to adapt to changing demands/circumstances.
• Team player with strong interpersonal skills.
• Ability to influence, motivate, negotiate and communicate effectively at all levels.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.