Customer Service Host

ABM UK; Bentfield; On-site; GBP 5,500 - 8,300; Full time

Benefits offered by this job

24/7 GP access

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Perks at Work access

Job summary

ABM UK is hiring a Customer Service Host at Stansted Airport to greet passengers, manage check-in desks, and ensure smooth transfers across terminals. You will work 4 on 4 off, totaling 35 hours per week, delivering excellent service and accurate data entry in the ABM Airport Inform system.

You will follow passenger handling protocols, report incidents, assist with delays, and maintain a clean, welcoming area. Strong communication and IT skills are essential for success in this role.

Qualifications

• Excellent customer service skills.
• Strong written and spoken communication skills.
• Polite and professional approach.
• Ability to solve problems.
• Ability to deal tactfully with upset or angry passengers.
• IT skills.

Responsibilities

• Operate the check-in desk (landside, airside or pre-immigration) meeting and greeting passengers from first contact.
• Assign tasks to team members.
• Ensure passengers are booked into the ABM Airport Inform system.
• Provide amazing customer service to all assisted passengers at each point.
• Adhere to SLA times for all passengers in all areas.
• Liaise with operations coordinators to keep assisted passengers updated.
• Report equipment faults and injuries to the Duty Manager.
• Identify potential SLA failures and highlight to the Duty Manager.
• Ensure passengers are greeted respectfully and that correct protocol is followed.
• Complete incident/accident reports for issues and near misses.

Skills

Customer service

Communication

Problem solving

Dealing with upset passengers

IT skills

Job description

Job title: Customer Service Host

Location: Stansted Airport

Rate of pay: £4.12 per hour

Shifts – 4 on 4 off, 35 hours per week

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at. We're here to help!

• To operate the check-in desk (landside, airside or pre-immigration) meeting and greeting the passengers from 1st contact.
• Assign tasks to team members.
• Ensure that all passengers are booked into the ABM Airport Inform system.
• Ensure amazing customer service is provided to all assisted passengers at each point.
• Ensure you fully adhere to the SLA times for all passengers in all areas.
• Expedite a smooth transfer throughout the terminal.
• Ensure all passengers are in the system and closed with comments were needed.
• Ensure all CSAs communicate with you immediately after arriving at the Desks.
• Immediately report any equipment faults and record job report numbers to the Duty Managers.
• Immediately report and record any injuries or accidents to yourself or customers to the Duty Manager.
• Identify potential SLA failures and highlight to the Duty Manager.
• Ensure passengers are greeted respectfully.
• Ensure the CSA follows the correct protocol for use of all equipment.
• Ensure the CSA introduces themselves, asks passengers what assistance is required, explain the process, and prepare the passenger for the security part of the journey.
• 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).
• During delays or disruption liaise with the operations co-ordinator, Airlines and handling agent to ensure that assistance passengers are kept up to date.
• Call Operations co-ordinators to inform them of all extra passengers.
• Ensure that the area is always kept clean and tidy.
• Ensure ongoing care and communication to all passengers within the area.
• Carry out any reasonable task as required.

Requirements

Excellent customer service skills

• Strong written and spoken communication skills.
• A polite and professional approach.
• The ability to solve problems.
• The ability to deal tactfully with upset or angry passengers.
• IT skills.

Essential Criteria for an Airside Pass

• To be considered for the role you will need to provide the following:
• Full 5 years history that accounts for all periods of employment, self-employment, unemployment and education (any gaps over 28 days must be verified)
• Valid photographic proof of identity e.g. passport or driving licence
• Valid Visa/Proof of right to work for non UK and out of EU nationals
• Proof of National Insurance No. (or evidence that you have applied for one)
• Proof of identity and address (Utility bill, bank statement, etc.)
• Acceptance of and willingness to undergo a Criminal Record Check (CRC)* and Airside Security Clearance
• Where an individual has resided 6 months or more outside the UK in the last 5 years, the appropriate clearance must be obtained i.e. Overseas Criminal Record Check (OCRC) from the country of origin

Benefits

We’re proud to offer a great range of benefits including:

• 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

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

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.