Passenger Services Agent

Skytanking; Manchester; On-site; GBP 22,000 - 28,000; Full time

Job summary

Une entreprise leader dans le secteur aérien, Skytanking, recherche un membre d'équipe pour son équipe Front of House. Vous serez responsable de la fourniture d'un service client exceptionnel, en vous assurant que tous les processus soient exécutés efficacement. Ce rôle exige de l'autonomie, de l'attention aux détails et bien plus encore, pour contribuer à l'expérience des passagers dans un environnement dynamique.

Benefits

Pension d'entreprise

Schéma de vélos pour aller au travail

Remise pour employés

Stationnement gratuit

Programme de santé et bien-être

Programme de parrainage

Qualifications

• Exigences : diplôme GCSE grade C ou supérieur en anglais et en mathématiques.
• Bonne capacité de communication et relationnelle.
• Capacité à gérer des situations difficiles.

Responsibilities

• Assister le responsable des services aux passagers pour garantir un service professionnel.
• Compléter les processus d'enregistrement et d'embarquement conformément aux règlements.
• Fournir un service client exceptionnel en tout temps.

Skills

Service à la clientèle

Communication

Teamwork

Attention aux détails

Gestion de conflits

Education

GCSE en anglais et en mathématiques ou équivalent

Formation en service à la clientèle reconnue

Job description

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Who we are

At Skytanking, we take pride in enabling our customers to make the right connections at the right time. We believe that small details, improvements, and investments make a collective difference for our customers, employees, partners, and the world we live in.

If you want to be part of this service, putting our customers at the centre of what we do, we would love to hear from you about joining our team.

Working in the Front of House Team, you will assist the Passenger Services Manager to ensure that the service delivered to our customers is consistently professional and of an exceptionally high standard. All processes must be performed smoothly, timely, and accurately. You should demonstrate a hardworking, adaptable attitude and thrive in a busy workplace.

Your tasks

Key Responsibilities

• Complete processes and activities in accordance with CAA and DfT regulations, airline, airport, and company procedures.
• Ensure the overall passenger experience is of an exceptional standard at all times.
• Complete check-in and boarding processes for passengers and baggage, complying with European Aviation Safety Agency and CAA regulations, and airline policies.
• Provide and maintain excellent customer service.
• Work cohesively with the team to maximize cooperation, efficiency, and effectiveness.
• Communicate effectively with other departments to enhance operational efficiency.
• Read memos/station instructions at the start of each shift to stay updated on relevant changes.
• Handle customer complaints/problems at the source when possible, informing line management accordingly.
• Meet targets/SLA/KPI set by airlines or Skytanking Ltd.
• Report incidents/accidents involving customers, staff, equipment, or aircraft immediately to your line manager.
• Complete all paperwork and administrative duties promptly and forward relevant information as needed.
• Check and ensure all equipment, such as wheelchairs, conform to health and safety standards.
• Keep work areas like check-in desks, ticket desks, and gates safe and report faults.

Your profile

Skills, Knowledge, and Expertise

We offer challenges to motivate you, build on your skills, and help you grow. Your key responsibilities should include some of these skills and experience, with additional training if needed:

• A desire to deliver exceptional customer service.
• Effective communication and relationship-building skills.
• Ability to handle difficult people effectively.
• A proactive approach to teamwork.
• Attention to detail in both theoretical and practical tasks.
• Ability to work independently.

Core: English and Maths GCSE or equivalent grade C or above.

Desirable: Recognized customer service training, knowledge of airline systems and procedures, airport customer-facing experience.

• Meet or exceed airline service level agreements and KPIs.
• Address performance variances promptly and honestly.
• Maintain high performance and attendance standards.
• Ensure compliance with all regulatory bodies, HSE, airlines, airports, and company procedures.
• Present a high standard of personal appearance, polite and professional at all times.
• Perform tasks efficiently and accurately within time constraints.

We offer you:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• Referral programme

About us

Since 1999, Skytanking has provided aviation-related services including fueling, ground handling, tank farm and hydrant management, infrastructure investments, and engineering. Our customers include airlines, airports, and oil companies. With over 3,000 employees, we refuel an aircraft every 25 seconds on average at more than 93 airports across 15 countries. Skytanking is a subsidiary of PrimeFlight Aviation Services Inc., employing around 8,000 people at over 220 airports.