Customer Service & Ticketing Lead

Emirates; Guildford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Emirates is seeking a Customer Service & Ticketing lead in Guildford. This role involves supervising airport kiosk operations, delivering outstanding customer service, and maximizing revenue through ancillary sales and various ticketing responsibilities. Ideal candidates will have strong airport and ticketing experience and be prepared to enhance customer experiences.

Benefits

Private medical insurance

Shift pay allowances

Transport allowances

Meal allowances

Guaranteed bonus

Discounted flights and hotels

Generous annual leave benefits

Qualifications

• At least two years of airport experience.
• At least two years of ticketing experience.
• Experience in fares & ticketing.

Responsibilities

• Responsible for ticketing and reservation services.
• Maximizing revenue through ancillary sales.
• Providing exceptional customer service and operational support.

Skills

Customer service

Sales

Problem-solving

Education

Ticketing courses

Qualifications in customer service environments

Job description

Job Purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always Fly Better. As one of the most recognised and admired brands globally, we’re driven by innovation, ambition, and excellence. Join a dynamic, fast-paced team where your ideas and relationship-building skills will directly shape employee experience across our global workforce.

In a nutshell

Responsible for supervising the operations of the airport kiosk or ticketing desk, with the primary focus on providing exceptional customer service, troubleshooting and effective resolution of all customer inquiries. Maximize revenue through ancillary sales, including commercial products, ticketing and reservations, and Skywards program. Additionally, provide pro-active support for daily operations as required.

What You'll Do

• Ticketing and Reservation - Responsible for understanding the specific travel requirements of individual customers and delivering a smooth and tailored customer service experience. Provide customer with clear options, and accurately handle the system reservations whilst adhering to the policies, calculating fares, and ensuring completion of all documentation. Inform customers on the necessary legal requirements for their journey, including passport, visa, and health requirements.
• Ancillary sales - Increase revenue from ancillary sales by promoting airport upgrades, additional legroom options, and excess baggage services.
• Commercial Emirates Products - Responsible for ensuring comprehensive knowledge of all Commercial products and services available to customers and enhancing their travel experience by promoting offerings under Emirates Commercial products.
• Skywards - Responsible for understanding and effectively communicating the Skywards programme, including its benefits, promotions, scheme rules, and relevance to addressing customer enquiries and encouraging participation. As the local subject matter experts of the Skywards programme conduct regular briefings to various stakeholders to maximise awareness and participation of the programme.
• Sales Administration - Accountable for monitoring and documenting all sales activities on a daily/weekly/monthly/annual basis. Responsibility for ensuring that all money received from cash/point of sales card payments is accurately reconciled. Maintain responsibility for handling and depositing cash in compliance with local regulations, following EK procedures and collaborating with local Finance and Administration Manager.
• Passenger Acceptance - Responsible for monitoring the reservation system, communicating with other departments to ensure smooth handling of special cases (unaccompanied minor, medical etc) and coordinating with wider EKAS team for seamless passenger acceptance, and addressing any issues that may arise in the queue management process.
• Operational disruption - Pro-actively supporting with all operational disruptions, (rebook customers, OAL, assist with coordinating and issuing hotel booking, collaborate with the EKAS team to ensure optimal outcome and customer satisfaction. Manage the denied boarding process, and provider various alternatives solutions as per EK process, including the options scheme as per EK policy and procedures to retain customer confidence and loyalty.
• Airport Operations - Required to support with EKAS operational requirements as and when required, from check in, boarding, lounge, ramp activities as and when required by the Airport Services Manage to maintain service level for customers.
  
  

Qualification

Who You Are

• A natural connector and persuader who enjoys the airport environment and delivering outstanding service
• Experienced in fares & ticketing with evidence of completing ticketing courses
• Have at least two years airport experience
• Have at least two years of ticketing experience
  
  

You'll have an edge if

• You can demonstrate ways in which you have driven revenue in an airport environment
• Can speak additional languages
• Have qualifications in customer service environments
  
  

Things to consider before you apply

• You need to have the unrestricted right to live and work in the UK. Please upload evidence of this to your application.
• This role will require an airport ID, which means you will need to be able to provide us with a 5 year history and pass a DBS check.
• This role is shift based, working 4 on 2 off on a roster pattern.
  
  

Salary & benefits

At Emirates, we believe it is important that we reward our colleagues for helping us to be the largest and one of the most successful airlines in the world. If you become our next Customer Service & Ticketing lead, some of the benefits you can look forward to include a competitive basic salary along with allowances including shift pay, transport and meal allowances. Every November we will reward you with a guaranteed bonus and each May we operate a non contractual profit share scheme. Of course we want to make sure are happy and healthy so we have a host of benefits, such as private medical insurance, a health cash plan, employee assistance programmes and generous annual leave benefits available to you from day one. You will also be able to spend your time off travelling the world as you will have access to discounted flights and hotels all around the world.