Customer Service Agent

Farnborough Airport; Farnborough; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading airport management company is seeking a Customer Service Agent to deliver exceptional service to passengers and crew at the airport. The role involves accompanying passengers, ensuring high standards in lounges, and supporting crew with various requests. Ideal candidates should have prior customer-facing experience, a valid UK driving license, and must pass a clear Criminal Record Check. Full flexibility in shift patterns is required, with a comprehensive benefits package offered including competitive salary and various perks.

Benefits

Competitive salary

25 days holiday plus public holidays

Pension scheme with enhanced contributions

Life assurance

Access to medical plan

Company sick pay scheme

Free onsite parking

Discount on accommodation

Social events

Qualifications

• Previous experience of working in a customer-facing role.
• Must pass a clear Criminal Record Check (CRC).
• Must obtain and maintain a Farnborough Airport Driving Permit.

Responsibilities

• Provide excellent customer service to all passengers and crew.
• Accompany passengers and their luggage.
• Ensure lounges and terminal are maintained to high standards.

Skills

Customer service

Flexibility

Communication

Education

Valid UK driving license

Evidence of right to work in the UK

Job description

About the role

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 Terminal Operations Director.

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.
• To be responsible for an 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.
• To assist all visitors, arriving and departing, with any specific requirements they might have, including hotel / restaurant bookings, car hire or other ground transportation.
• To be responsible for meeting and greeting every aircraft arriving as soon as they land, whether flights with passengers or “empty” flights.
• To provide welcome and check-in facilities for large flights in accordance to current operating procedures.
• To facilitate the arrival and departure process for passengers having to be checked by the 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 risks factors (such as workload / time management, clear communications and working methods) that may affect an employees’ 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 adhoc activities / tasks as reasonably requested.

About you

Essential

• 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 or equivalent.

Desirable

• Airside driving experience

What we can offer you

• Competitive salary
• 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)
• Sustainable travel scheme
• Company sick pay scheme
• Electric vehicle scheme (after 9 months of employment).
• Sustainable travel scheme.
• 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.