FOH Lead Agent

Menzies Aviation; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global aviation services company in Glasgow is looking for a dedicated individual to assist with operational management and customer service. The role involves coaching staff, ensuring procedures are followed, and maintaining program integrity. Applicants must have strong communication skills, a background check, and proof of the right to work in the UK. This position promotes a safe working environment and values diversity.

Qualifications

• 5-year work/unemployment/education history required.
• Proof of Right To Work in the UK needed.
• Criminal Record Check and Airside Security Clearance required.

Responsibilities

• Coach and mentor staff to follow airline service agreements.
• Maintain integrity of the daily flying program.
• Complete SMART compliance inspections daily.
• Perform ticketing functions for airlines when required.
• Complete customer service agent duties as needed.

Skills

Good verbal communication

Aptitude for working with a variety of information technology

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

Assist the Duty Management Team in planning and managing the operation through clerical, manual, mechanical and computerised methods, ensuring customer service standards are achieved, within agreed cost limitations and in accordance with company policies and procedures.

What you will be doing

• You must have the drive to coach and mentor staff to ensure processes and procedures are being followed as per airline service level agreements and company policies to always represent the company in a professional manner.
• Ensure the integrity of the daily flying programme is maintained through effective and safe monitoring of the operation.
• SMART compliance inspections to be completed daily to ensure staff are following procedures and ensure service level agreement targets are achieved.
• Ticketing functions for required airlines when required and all leads must be able to complete customer service agent duties.
• Enter no more than 5 bullet points on what they role will be doing

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.
• Proof of Right To Work in the UK.
• Criminal Record Check and Airside Security Clearance.
• Aptitude for working with a variety of information technology.

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.