Customer Service Agent

John Menzies; Manchester; On-site; GBP 18,000 - 24,000; Full time

Job summary

Menzies Aviation in Manchester is seeking a Customer Services Assistant to deliver high standards of service to airline customers. You will check travel documents, issue boarding passes, and process travellers using airline systems.

You will help maintain health and safety, follow policies, and handle excess baggage and ancillary revenue while ensuring compliance with regulatory requirements.

Qualifications

• Good verbal communication.
• A full 5 year work/unemployment/education history.
• Valid Passport.
• Proof of National Insurance.
• Criminal Record Check and Airside Security Clearance.

Responsibilities

• Provide exceptional customer service to ensure customer satisfaction at every step of their journey.
• Always ensure safety and Security is never compromised.
• 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.
• Process customers using an automated DCS or manual system ensuring full compliance with regulatory, company and airline requirements.
• 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.
• Board customers onto flights whilst complying with safety and security procedures.

Skills

Good verbal communication

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

Deliver high performance standards around all aspects of Customer Services and customer processing, meeting the requirements of our airlines and maintaining health and safety to the highest standard. Follow good working practices in accordance to company policies and procedures at all times

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.
• Always ensure safety and Security is never compromised.
• 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.
• You will process customers using an automated DCS or manual system ensuring full compliance with regulatory, company and airline requirements.
• 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.
• Board customers onto flights whilst complying with safety and security procedures.

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

• Good verbal communication.
• A full 5 year work/unemployment/education history.
• Valid Passport
• Proof of National Insurance
• 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.

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