Customer Service Agent

Menzies Aviation; Glasgow; On-site; GBP 12,000 - 18,000; Full time

Job summary

Menzies Aviation in Glasgow is seeking a Customer Service Agent to be the frontline ambassador for our aviation partners. You will deliver an exceptional pre-flight experience by assisting passengers, checking in, processing luggage, and guiding them through the airport environment.

You will work to high performance standards, adhere to airline and Menzies procedures, handle boarding passes and baggage tagging, and assist with queries while maintaining compliance and safety.

Qualifications

• Requires excellent attention to detail.
• Aptitude for working with information technology.
• Proof of Right To Work in the UK.

Responsibilities

• Provide exceptional customer service per airline and Menzies standards to ensure passenger satisfaction.
• Check customers' travel documentation and ID to ensure compliance with regulations.
• Check customers into airline systems and issue boarding passes and bag tags accurately.
• Perform general lounge functions, welcome guests, and handle passenger queries or upgrades.
• Process excess baggage and other ancillary revenue in line with cash handling procedures.

Skills

Attention to detail

IT aptitude

Right to work in UK

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.

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.

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