Passenger Service Agent

Abm-Industries-Inc.-2; Aberdeen City; On-site; GBP 20,000 - 23,000; Full time

Benefits offered by this job

24/7 GP access

Mental health support

Get Fit programme

Financial & legal support

Cycle to work scheme

Perks at Work app

Discounts & exclusive offers

Job summary

ABM is seeking a Customer Service Agent at Aberdeen Airport to assist passengers with special requirements throughout their journey. You will escort passengers through arrival, security, passport control and to boarding, while ensuring wheelchairs are available and properly distributed.

You will support arrivals, help with immigration and baggage, and coordinate with control teams during delays. A strong customer-service mindset is essential, with readiness to perform a range of duties in a

Qualifications

• Experience in customer service, preferably face-to-face.
• Clear and effective communication with passengers and colleagues.
• Must have right to work in the UK.
• DBS check clearance required.
• Provide at least five years of reference information.

Responsibilities

• Escort passengers requiring assistance from arrival to security, passport control and boarding.
• Ensure wheelchair storage is maintained and accessible throughout terminals.
• Assist arrivals through immigration, baggage hall and customs to arrivals.
• Greet passengers, assess assistance needs and explain procedures.
• Assist transferring passengers and keep control team updated on passenger movements.
• Communicate delays or disruptions to customers and coordination teams.
• Use PDAs and equipment safely, provide manual lifting assistance when needed.
• Maintain responsibility for company equipment and incident reporting.

Skills

Customer service experience

Excellent communication

Right to work in UK

DBS clearance

Five years of references

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 [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. This description is an outline of the role and it is expected that key task will vary with the demand of our client and operation base

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.

For more information, visit.

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.