Passenger Service Agent

ABM UK; Aberdeen City; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

24/7 GP for you and family

Mental health support

Get Fit programme

Financial and legal support

Cycle to work scheme

Perks at Work access

Job summary

ABM UK is seeking a Customer Service Agent at Aberdeen Airport to assist passengers requiring special assistance. You will escort passengers through security, passport control and to boarding gates, while ensuring wheelchairs are available and properly distributed.

The role entails handling arrivals, immigration, and onward travel needs with a focus on safety and service. You will communicate clearly with passengers, document progress using the provided devices, and work within a 40-hour week

Qualifications

• Previous experience in customer services, ideally in a passenger-facing role.
• Excellent communication skills to interact professionally with passengers.
• Must have the right to work in the UK and be able to provide 5 years reference information.
• DBS check and background screening as part of recruitment.

Responsibilities

• Escort passengers through security and to boarding gates.
• Ensure wheelchairs are replenished and distributed across terminals.
• Assist arriving passengers through immigration and to baggage hall.
• Greet passengers, explain processes, and prepare them for procedures.
• Support passengers transferring flights and keep records with PDA.
• Report incidents and near misses and wear the uniform correctly.
• Liaise with control teams during delays or disruption and keep passengers updated.

Skills

Customer service

Communication skills

Right to work in UK

DBS check

Job description

LOCATION: Aberdeen Airport SHIFT PATTERN: 6 on 3 off, 40 hours per week PAY RATE: Competitive

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

ROLE OVERVIEW AND PURPOSE

To assist passengers requiring special assistance throughout their airport journey.

KEY RESPONSIBILITIES

• Collect passengers from their arrival point at the airport to escort them through security, passport control and onwards to their boarding gate.
• Ensure wheelchairs are replenished and well distributed throughout the terminals and storage points.
• Collect arriving passengers from the aircraft, take them through immigration, passport control and onwards to the baggage hall to identify their baggage. Assist the passengers through HM customs into the arrivals hall and with any onwards travel needs.
• Greet passengers, always ask what assistance is required, explain the process to the passenger and prepare them for airport procedures.
• Assist passengers that are transferring flights.
• Communicate to the control and supervisor team recording any additional passengers.
• During delays or disruption liaise with the control and supervisor team along with airline and handling agents to ensure that passengers are kept up to date.
• Use equipment safely and professionally.
• Provide manual lifting assistance as required.
• Record progress of the passenger using the Personal Digital Assistant issued.
• Be responsible for all Company equipment issued to you on a daily basis.
• 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).
• Provide legendary service to all passengers.
• Wear uniform correctly.
• Follow correct sign in/out process.
• Carry out any reasonable task requested.

REQUIRED SKILLS AND EXPERIENCE

• Previous experience of primarily working within Customer Services ideally in a customer facing role.
• The ideal candidate will have excellent communication skills.
• Must have the right to work in the UK.
• Must pass a DBS check.
• Must be able to provide 5 years reference information.

DESIRABLE SKILLS FOR THE CUSTOMER SERVICE AGENT ROLE

• Excellent communication & interpersonal skills.
• Flexibility.
• Innovative.
• Achievement orientated.
• Energy/Drive.
• Courteous.
• Patient and understanding.
• Security Aware.

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 About ABM: ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience. ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

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.