Customer Service Agent

ABM; Liverpool; On-site; GBP 16,000 - 18,500; Full time

Benefits offered by this job

24/7 GP access

Mental health support

Cycle to work scheme

Perks at Work access

Job summary

ABM is seeking a Customer Service Agent to assist passengers requiring special assistance at Liverpool Airport. The role covers escorting passengers through security, passport control and to the boarding gate, while ensuring wheelchairs are available and distributed across terminals.

You will aid arrivals and transfers, communicate with teams, and maintain safety and service standards. The position is 25 hours per week with a shift pattern 4 on 2 off, paying £12.71 per hour.

Qualifications

• Previous experience in customer services, ideally in a passenger-facing role.
• Excellent communication skills and the ability to assist diverse passengers.

Responsibilities

• Collect passengers from arrival point to escort through security and to boarding gate.
• Ensure wheelchairs are replenished and well distributed throughout terminals and storage points.
• Assist arriving passengers through immigration to baggage hall and onward travel needs.
• Greet passengers, assess required assistance, explain processes, and prepare them for airport procedures.
• Assist passengers transferring flights and liaise with control and supervisor teams as needed.
• Record progress with the Personal Digital Assistant issued and complete incident reports when required.

Skills

Customer service experience

Excellent communication

Right to work in the UK

DBS check required

Job description

Location: Liverpool Airport

Shift Pattern: 4 on 2 off, 25 hours per week

Rate of pay: £12.71 per hour

Purpose

To assist passengers requiring special assistance throughout their airport journey.

Key Responsibilities

• Collect passengers from their arrival point at the airport to escort them through security, passport control and onwards to their boarding gate.
• Ensure wheelchairs are replenished and well distributed throughout the terminals and storage points.
• Collect arriving passengers from the aircraft, take them through immigration, passport control and onwards to the baggage hall to identify their baggage. Assist the passengers through HM customs into the arrivals hall and with any onwards travel needs.
• Greet passengers, always ask what assistance is required, explain the process to the passenger and prepare them for airport procedures.
• Assist passengers that are transferring flights.
• Communicate to the control and supervisor team recording any additional passengers.
• During delays or disruption liaise with the control and supervisor team along with airline and handling agents to ensure that passengers are kept up to date.
• Use equipment safely and professionally.
• Provide manual lifting assistance as required.
• Record progress of the passenger using the Personal Digital Assistant issued.
• Be responsible for all Company equipment issued to you on a daily basis.
• Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).
• Provide legendary service to all passengers.
• Wear uniform correctly.
• Follow correct sign in/out process.
• Carry out any reasonable task requested.

Required Experience for the Customer Service Agent role

• Previous experience of primarily working within Customer Services ideally in a customer facing role.
• The ideal candidate will have excellent communication skills.
• Must have the right to work in the UK.
• Must pass a DBS check.
• Must be able to provide 5 years reference information.

Desirable Skills for the Customer Service Agent role

• Excellent communication & interpersonal skills.
• Flexibility.
• Innovative.
• Achievement orientated.
• Energy/Drive.
• Courteous.
• Patient and understanding.
• Security Aware.

Benefits

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.