Customer Service Agent - Full Time - UK

Swissport; City of Edinburgh; On-site; GBP 25,000; Full time

Job summary

A leading service provider in aviation is seeking a Customer Service Agent at Edinburgh Airport. This full-time role involves assisting passengers with their journeys, handling inquiries, and ensuring compliance with airport regulations. Ideal candidates will have customer service experience, excellent communication skills in English, and the ability to work flexible shifts, including weekends and holidays. The position offers training, wellness programmes, and career advancement opportunities in a dynamic team environment.

Benefits

Access to Employee Assistance Programme

Comprehensive training and development programmes

Free onsite parking

Retirement savings plan with employer contributions

Career advancement opportunities

Qualifications

• Prior experience in customer service, hospitality, or related fields is advantageous.
• Proficiency in English; additional language skills are a plus.
• Ability to work efficiently in a fast-paced environment.

Responsibilities

• Greet passengers and assist them throughout their journey.
• Handle inquiries regarding flight schedules and baggage policies.
• Resolve passenger concerns and complaints effectively.

Skills

Customer service experience

Excellent communication skills

Problem-solving abilities

Attention to detail

Ability to work under pressure

Flexibility with shifts

Job description

Job Title: Customer Service Agent

Company: Swissport

Location: Edinburgh Airport

Contract Type: Full time fixed term until 31/10/2026

Hours: 25-30 hours per week, between Monday – Sunday (shift work)

Salary: £12.41 per hour

About the company

Swissport is an award winning, leading provider of ground and air cargo services, dedicated to delivering efficient and reliable solutions to airlines and airports worldwide.

About the Role

As a Customer Service Agent with Swissport, you will be an integral part of our commitment to delivering exceptional service to passengers and clients alike.

Responsibilities

• Greet passengers and provide friendly, professional assistance throughout their journey.
• Assist passengers with check-in procedures, luggage handling, and boarding processes.
• Handle inquiries and provide accurate information regarding flight schedules, baggage policies, and other relevant details.
• Ensure compliance with airline and airport regulations, including security and safety protocols.
• Collaborate with colleagues and stakeholders to maintain efficient and smooth operations.
• Resolve passenger concerns and complaints in a timely and effective manner, demonstrating empathy and understanding.
• Perform administrative tasks, including data entry, documentation, and reporting as required.
• Ensure deployment of the environmental processes and procedures. Referring to the QHSE Manual.

Qualifications

• Prior experience in customer service, hospitality, or related fields is advantageous.
• Excellent communication skills, both verbal and written, with proficiency in English; additional language skills are a plus.
• Ability to work efficiently in a fast-paced environment while maintaining composure under pressure.
• Flexibility to work various shifts, including weekends, holidays, and evenings, based on operational needs.
• Demonstrated problem-solving abilities and a proactive approach to resolving issues.
• Attention to detail and accuracy in handling passenger information and documentation.

Benefits

• Access to Employee Assistance Programme and wellness initiatives.
• Comprehensive training and development programmes.
• Free onsite parking whilst at work.
• Retirement savings plan with employer contributions.
• Career advancement opportunities within the aviation industry.

Join Swissport and become part of a dynamic team dedicated to delivering excellence in customer service and aviation operations.

Swissport is an equal opportunity employer committed to diversity and inclusion in the workplace.