Customer Service Agent

John Menzies; Glasgow; On-site; GBP 21,000 - 27,000; Full time

Job summary

Menzies Aviation in Glasgow is seeking a Customer Service Agent to act as a front-line ambassador for our global aviation partners, delivering a superior pre-flight experience and processing luggage. You will support check-in, boarding passes, and lounge assistance while upholding strict airline and Menzies standards.

The role requires a strong focus on customer service, verification of travel documents, and adherence to safety and security policies, including right-to-work checks and security

Qualifications

• A full 5 year work/unemployment/education history.
• Proof of Right To Work in the UK
• Aptitude for working with a variety of information technology.
• Diligent attention to detail
• Criminal Record Check and Airside Security Clearance

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.
• Check customers into airline systems adhering to policies and procedures. Issuing boarding passes and bag tags with the correct AAA followed.
• General lounge functions of welcoming guests and dealing with passengers queries/upgrades.
• Collect excess baggage and any other ancillary revenue the airline generates through airline systems, ensuring Menzies cash handling process for card payments is adhered to.

Skills

Right To Work

IT aptitude

Attention to detail

Airside Security Clearance

Criminal Record Check

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

With a firm commitment to exceptional customer service and working to high performance standards, as a Customer Service Agent, you will be joining our team as a customer facing ambassador for our global Aviation partners. You will provide an excellent pre-flight experience, checking in and boarding passengers and processing their luggage and other items for travel.

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.


• Check customers into airline systems adhering to policies and procedures. Issuing boarding passes and bag tags with the correct AAA followed.


• General lounge functions of welcoming guests and dealing with passengers queries/upgrades.


• Collect excess baggage and any other ancillary revenue the airline generates through airline systems, ensuring Menzies cash handling process for card payments is adhered to.

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

• A full 5 year work/unemployment/education history


• Proof of Right To Work in the UK


• Aptitude for working with a variety of information technology.


• Diligent attention to detail


• Criminal Record Check and Airside Security Clearance

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.