Passenger Services Agent - Birmingham Airport

Skytanking Havacılık Hizmetleri A.Ş.; Birmingham; On-site; GBP 40,000 - 60,000; Part time

Job summary

A ground handling service provider is seeking a Front of House Team Member at Birmingham Airport. The role involves assisting in passenger services, ensuring exceptional customer service, and completing check-in and boarding processes. Candidates should have relevant experience and a GCSE in English and Maths. The position offers various employee benefits, including a discounted gym membership and life assurance.

Benefits

Cycle to Work

Employee Assistance Programme

Life Assurance

Uniform provided

Pension

Discounted Gym Membership

Discounted Shopping Platform

Qualifications

• Proven work experience in an airport in a customer-facing role.
• Knowledge of airline systems and procedures.

Responsibilities

• Assist Passenger Services Duty Manager ensuring high standards of service.
• Complete the check-in and boarding process accurately.
• Handle customer complaints promptly and effectively.

Skills

Exceptional customer service

Effective communication

Attention to detail

Problem-solving

Education

English and Maths GCSE or equivalent

Job description

Who we are

At Skytanking Aviation Services ENG Limited we run an excellent service for our airline customers and have an exciting new opportunity opening at Birmingham Airport. It will be a busy operation but we go further to ensure we maintain a high standard of safety and service as we put our customers at the centre of our operations.

This is a great opportunity to join our growing ground handling business. Timescales can often result in a tight turnaround therefore you will need to be a good timekeeper, flexible when overtime is required if a flight schedule changes last minute and reliable as you are working as part of a dedicated team, so we need to be confident that you are committed.

We take pride in our part of enabling our customers to make the right connections at the right time. We believe that it’s the small things that matter - details, improvements and investments that make a collective difference for our customers, employees, partners, and the world we live in.

If you would like to be part of this service, and join a young but innovative business putting our customers at the centre of what we do, then we would love to hear from you about joining our team.

Your tasks

Job Purpose

Working in the Front of House Team you will be assisting the Passenger Services Duty Manager to ensure that the service delivered to our customers is consistently professional and to an exceptionally high standard.

All processes must be performed in a smooth, timely and accurate manner. You should be able to demonstrate a hard-working, adaptable attitude and be able to thrive in a busy workplace.

Main Responsibilities & Objectives

• Complete processes and activities, in accordance with both CAA and DfT regulations and Airline(s), Airport(s) and company procedures.
• To ensure the overall Passenger experience of passengers handled by Skytanking Aviation Services is of an exceptional standard at all times.
• Complete the check in and boarding process for passengers and their baggage, in accordance with European Aviation Safety Agency and the CAA regulation and in line with the Airline(s) policies, procedures and requirements.
• Provide and maintain an excellent standard of customer service.
• Work cohesively as part of the team so as to maximize co-operation leading to the efficiency and effectiveness of the operation.
• Ensure effective communication with other departments as to maximise co-operation leading to the efficiency and effectiveness of the operation.
• Ensure Memo’s/Station Instructions are read at beginning of each shift to ensure you are up to date with any changes relevant to your role.
• Deal with customer complaints/problems, at source where possible, keeping line management informed.
• Ensure within your role as an individual or member of the Front of House team you meet any targets/SLA/KPI set by the Airline(s) or Skytanking Aviation Services.
• Ensure a record of any incidents/accidents involving customers, staff, equipment & aircraft are reported immediately to your line manager.
• Ensure all paperwork and administrative duties are completed in a timely manner and relevant information is forwarded where appropriate.
• Ensure all equipment used such as wheelchairs are checked and conform to Health and Safety standards.
• Ensure all working areas such as Check in desks, Ticket desk and Gates are in safe working order and to report any faults.
• Carry out any other reasonable task as requested by Management
• 21 Hours per week
  
  

Your profile

Key Performance Indicators

• Ensure all Airline Service Level Agreements are met or exceeded
• Ensure that all Key Performance Indicators are met or exceeded
• All performance variances must be actioned promptly and honestly to ensure the integrity of the Skytanking Group.
• High level of performance and attendance.
• Compliance of all Regulatory Bodies, HSE, Airline(s) Airports(s) and company procedures.
• Demonstrate a high standard of personal presentation complying with the uniform standards and behaving in a polite and professional manor at all times.
• The ability to perform tasks efficiently and accurately within defined time constraints.
• Ability to perform all tasks with accuracy, efficiency and in a safe manner within defined time constrain
  
  

Key Attributes:

• A desire to deliver exceptional customer service.
• Effective communication and relationship building skills.
• Ability to deal effectively with difficult people.
• A proactive approach to working together.
• Accuracy in both theoretical and practical workplace applications – an eye for detail.
• An ability to work on one’s own initiative.
  
  

Qualifications & Experience:

• English and Maths GCSE or equivalent grade C or above
• Knowledge of airline systems and procedures.
• Work experience in an airport in a customer facing role.
  
  

Must be able to :

• without exception, provide a 5-year history (with no gaps) including work and none work activities.
• Have been a UK resident for the last 5 years
• Would you be able to acquire a clear DBS certificate?
  
  

We Offer You

• Cycle to Work
• Employee Assistance Programme
• Life Assurance
• Uniform provided
• Pension
• Discounted Gym Membership
• Discounted Shopping Platform
  
  

Your contact

Please send us your application exclusively via the online application form.

In case of questions, please don't hesitate to reach out to [e-mail]

Skytanking Aviation Services ENG Limited

A PrimeFlight company

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About Us

At Skytanking, we have been providing aviation-related services since 1999. In addition to aviation fuelling, our portfolio includes ground handling, tank farm and hydrant management, investments in fuelling infrastructure, and engineering services. Our customers include airlines, airports and oil companies. Our 3,000 employees refuel an aircraft every 25 seconds on average at more than 93 airports in 15 countries in Europe, Asia, Africa and Australia. Skytanking is a 100% subsidiary of PrimeFlight Aviation Services Inc., which employs around 8,000 people at more than 220 airports.