Customer Service Colleague

Optime Group; Luton; On-site; GBP 19,000 - 20,000; Full time

Benefits offered by this job

Free Airport parking

Job summary

Optime Group is recruiting a Customer Service Colleague for London Luton Airport. The role involves front-of-house passenger support, self-check-in assistance, and handling queries with a focus on a smooth passenger journey.

Training is provided with four weeks of classroom-based instruction, and there is a 6 on/3 off shift pattern. The position offers weekly pay and free airport parking, with a start date planned for 11 January 2027.

Qualifications

• Excellent verbal communication skills.
• Right to Work in the UK.
• Must be able to work on your feet for extended periods.

Responsibilities

• Assist passengers with checking in luggage using self-service machines.
• Greet passengers on arrival and answer queries about their journey.
• Check travel documents and boarding passes for identity and eligibility.
• Collect fees for luggage and process payments via POS.
• Manage passenger queues to ensure efficient check-in during peak times.

Skills

Customer service

Communication

Attention to detail

Punctuality

Flexibility

Job description

Aviation Recruitment experts Optime are searching for experienced Customer Service Colleague to join a well-respected and successful client at Luton Airport.

What's on offer:

• Rate of pay: £13.75 per hour, increasing to £14.55 per hour after 12 months.
• Shift Pattern: 6 on 3 off
• Shift hours: Between the hours of 03:00 am & 23:00 pm (You must be fully flexible with the days and hours you can work)
• Hours per week: 30 hours per week
• Weekly Pay (every Friday)
• Temp to Perm (performance-based)
• Free Airport parking.

Planned Start Date:

• 11th of January 2027

Key Duties:

• Assisting passengers with checking in their luggage using the self service machines and processing documentation ahead of their travel.
• The role will require you to work on your feet for extended periods of time. This is due to check in areas being predominantly self service.
• The role covers all front of house customer service tasks, to ensure a smooth and seamless passenger journey through London Luton Airport.
• Greeting passengers on arrival at the airport and answering any queries passengers might have about their journey, assisting with any disruption and resolving issues.
• Check passengers’ travel documents, such as passports, and boarding passes, to confirm their identity and eligibility for travel.
• Collect any applicable fees for checked luggage, excess baggage, or other services, and process payments using point-of-sale (POS) systems.
• Manage and organise passenger queues to ensure an efficient and orderly check-in process, especially during peak travel times.
• Be prepared to respond to emergency situations, such as flight delays, cancellations, or disruptions in a calm and professional manner, providing passengers with updated information and solutions.
• Upholding airline standards and company values at all times in your customer service, personal presentation and timekeeping.
• There will be opportunities to up skill and complete airside boarding training.
• Full training will be given which involves 4 weeks of classroom-based training. (Successful candidates will need to attend the full duration of the training).
• Available for early starts and late finishes
• Reliability, punctuality and excellent attendance are key requirements for this position. Candidates must demonstrate a strong commitment to attending all scheduled shifts and arriving on time. Regular and reliable attendance is essential to the smooth running of our operations

Shifts:

The Airport is operational 7 days per week and candidates will be working on a 6 on 3 off and you will need to be fully flexible with the days and hours you can work. This could be subject to change!

Anexampleof the shift hours for30 hours per week (6 on 3 off pattern):

• Day 1: 03:00am to 07:15am
• Day 2: 03:00am to 07:15am
• Day 3: 03:00am to 07:15am
• Day 4: 11:15am to 17:15pm
• Day 5: 16:00pm to 20:15pm
• Day 6: 16:00pm to 20:15pm
• OFF
• OFF
• OFF

Requirements:

• Good attention to detail.
• Excellent verbal communication skills.
• Must be physically able to work on your feet for long periods of time.
• Ability to work independently and use initiative, while being part of a team.
• Right to Work in the UK.
• Five year fully checkable reference history to be completed prior to your start date.
• Ability to pass Criminal Record Check (CRC).
• Full flexibility for AM and PM Shifts
• Reliability, punctuality and excellent attendance are key requirements for this position. Candidates must demonstrate a strong commitment to attending all scheduled shifts and arriving on time. Regular and reliable attendance is essential to the smooth running of our operations Recruitment process

What to Expect During Recruitment :

• An initial interview will be conducted by Optime to assess suitability for the role. Successful candidates will then be invited to attend a second-stage interview with the client, who will make the final recruitment decision.

PLEASE NOTE: As this position is in the aviation industry, successful applicants must be able to provide 5-year checkable history.

Optime Group is acting as an Employment Business in relation to this vacancy.