Customer Service Agent

John Menzies; City of Edinburgh; On-site; GBP 22,000 - 29,000; Full time

Job summary

Join a leading company in the aviation industry as a Customer Service representative. You will be responsible for delivering exceptional customer satisfaction, ensuring safety and compliance during airline check-in processes, while aligning with company standards. This role offers an opportunity to thrive in a dynamic environment focused on people and performance.

Qualifications

• Good verbal communication skills are essential.
• Attention to detail is critical for compliance.
• Experience with various IT systems is necessary.

Responsibilities

• Deliver exceptional customer service as per company standards.
• Ensure the safety and security of all customer interactions.
• Check customer travel documentation and ensure compliance.

Skills

Good verbal communication skills

Diligent attention to detail

Aptitude for working with IT systems

Education

Proof of Right To Work in the UK

Full 5-year history of work, unemployment, or education

Job description

****** Start Date - 14 July 2025 ******

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 over 250 locations in 58 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

Deliver high performance standards across all aspects of Customer Services and customer processing, meeting the requirements of our airlines and maintaining health and safety to the highest standard. Follow 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.
• Ensure safety and security are never compromised.
• Check customers' travel documentation along with relevant identification to ensure compliance with regulations.
• Check customers into airline systems, adhering to policies, and issue boarding passes and bag tags with the correct AAA follow-up.
• Process customers using automated DCS or manual systems, ensuring full compliance with regulatory, company, and airline requirements.

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

Safety, Security, and Compliance

You will have a responsibility and duty while at work to take reasonable care of your health and safety and that of others. You must carry out work following the information and training provided and adhere to workplace health and safety rules and procedures. For further details, please see the attached job description.

What we are looking for

• Good verbal communication skills
• Diligent attention to detail
• Aptitude for working with various information technology systems
• A full 5-year history of work, unemployment, or education
• Proof of Right To Work in the UK

Diversity

Menzies Aviation is a committed equal opportunity employer. We encourage applications from qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We aim to create an inclusive environment where diverse perspectives and experiences are valued, allowing everyone to reach their full potential.

Please note that as part of our recruitment process, we may use various tools to assess your skills and experience. If you require any reasonable adjustments, please contact the recruiter below.

We also consider how candidates align with our values, which you can learn more about here.

Application Instructions

If this role meets your expectations, please click "Apply Now"!

For more information, feel free to contact [e-mail].