Customer Service Agent

JR United Kingdom; Farnborough; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Service Agent to join their dynamic team at an airport. This role involves providing exceptional service to passengers and crew, ensuring a smooth and pleasant experience from arrival to departure. The ideal candidate will be flexible, possess strong communication skills, and have a passion for customer service. With a commitment to safety and compliance, you will help maintain high standards throughout the airport. This position offers a variety of perks, including generous holiday time, a workplace pension scheme, and access to medical plans, making it a fantastic opportunity for those looking to grow in a rewarding environment.

Benefits

25 days holiday per annum

Workplace pension scheme

Life assurance

Access to medical plan

Electric vehicle scheme

Annual complimentary bike maintenance

Free onsite parking

Cycle to work scheme

Employee Assistance programme

Discount on accommodation

Qualifications

• Previous experience in a customer-facing role is essential.
• Must obtain a clear Criminal Record Check for security clearance.

Responsibilities

• Provide excellent customer service to passengers and crew.
• Ensure terminal and lounges are maintained to high standards.
• Assist visitors with bookings and transportation needs.

Skills

Customer Service

Communication Skills

Flexibility

Teamwork

Education

5-year employment/educational history

Tools

Driving Permit

UK Driving License

Job description

Farnborough Airport Limited is looking to recruit a Customer Service Agent to work as part of the larger Customer Service team and report into the Customer Service Manager.

Within this role you will work as part of a team to:

• Provide excellent customer service to all passengers and crew travelling through the airport.
• Accompany passengers and their luggage to lounge areas.
• Ensure that the terminal and all passenger lounges are maintained to exceptional standards.
• Be responsible for the efficient and safe transport of passengers and crew to and from the aircraft in a company vehicle or by escorting the passengers in their own vehicle.
• Provide support and assistance to crew.
• Assist all visitors, arriving and departing, with any specific requirements they might have, including hotel/restaurant bookings, car hire or other ground transportation.
• Be responsible for meeting and greeting every aircraft arriving as soon as they land, whether flights with passengers or “empty” flights.
• Provide welcome and check-in facilities for large flights in accordance with current operating procedures.
• Facilitate the arrival and departure process for passengers having to be checked by Government agencies (Immigration, Special Branch, Customs, VAT where appropriate).
• Consistently demonstrate and encourage others to adhere to the company values of Proud, Passionate, Ambition, and Together in your day-to-day role.
• Contribute to the Company’s aspiration of becoming an Employer of Choice and Responsibility in the local area by actively participating in our volunteering opportunities where possible.
• Demonstrate engagement with and adherence to the Company’s policies, procedures, guidelines, and reporting channels to ensure all work is carried out safely and to the highest standards, including but not limited to:
• Safety, Compliance, and Environmental standards/legislation.
• The identification and management of occupational risk factors (such as workload/time management, clear communications and working methods) that may affect an employee’s psychological response to their work and workplace conditions.
• Appropriate Workplace Behaviour, UK Modern Slavery, and General Data Protection & Retention (GDPR) Policies.
• Support the team with ad hoc activities/tasks as reasonably requested.

About you

• Evidence of right to work in the UK
• Previous experience of working in a customer-facing role
• Flexible in approach and able to work across a variety of shift patterns
• Full 5-year employment/educational history required (with no unaccounted-for gaps).
• Must be able to obtain a clear Criminal Record Check (CRC) certificate to the required security clearance level for this role.
• Must be able to obtain and maintain a Farnborough Airport Driving Permit.
• Hold a full valid UK driving license.
• Airside driving experience

What we can offer you

• 25 days holiday per annum (pro-rata for part time roles), plus statutory public holidays.
• Workplace pension scheme with enhanced employer contributions
• Life assurance
• Access to medical plan including a range of private treatments (after probation period)
• Electric vehicle scheme (after 9 months of employment).
• Annual complimentary bike maintenance.
• Free onsite parking.
• Cycle to work scheme.
• Access to an Employee Assistance programme and helpline.
• Discount on accommodation at affiliated hotel.
• Discount on food/beverage at affiliated pub.
• You’ll also get all kinds of other great perks, like social events and special employee offers.