Passenger Services Team Lead - Baggage Services

Primeflight Uk Ltd; Manchester; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading aviation service provider in Manchester seeks a motivated individual to join their Front of House Team. In this role, you will ensure exceptional service delivery to passengers, motivating and leading staff in Baggage Services. Candidates should have prior experience in aviation, excellent communication skills, and proven leadership abilities. Join us to enhance customer experiences and contribute to a diverse and inclusive workplace.

Qualifications

• Prior experience in aviation essential within Passenger Services.
• Demonstrable evidence of enhancing customer service.
• Knowledge of airline systems and procedures.

Responsibilities

• Motivate, allocate, lead and support staff in Baggage Services.
• Ensure compliance with all processes and procedures.
• Maintain effective communication with customers and airport departments.
• Coach staff on operational systems and mandatory training.

Skills

Interpersonal skills

Communication skills

Leadership skills

Customer service enhancement

Job description

At PrimeFlight UK 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, putting our customers at the centre of what we do, then we would love to hear from you about joining our team.

Working in the Front of House Team you will be assisting the Passenger Services Supervisor to ensure consistent delivery of a high level of service to our customers that is consistently professional, to an exceptionally high standard and in line with Service Level Agreements.

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 on variety in the workplace.

You should be able to demonstrate a high level of customer service and be able to consistently show quality and attention to detail in the performance of the role.

Role Responsibilities

• To motivate, allocate, lead and support staff in Baggage Services
• Ensure compliance with company, Airline(s), Airport(s) and regulatory bodies processes and procedures at all times.
• Ensuring that the Passenger experience is of an exceptional standard at all times.
• Maintain effective communication with customers and all airport departments to maintain the smooth running of the operation.
• Ensure communication with operations/dispatch and the bag hall in the event of missing baggage. Attend regular meetings with the operations team to discuss turnarounds and work together to improve service and team work.
• Work cohesively with all of the team to maximise efficiency and effectiveness of operation.
• Ensuring that knowledge of procedures and processes are maintained and any new or updated processes, procedures and policies are introduced and implemented.
• Ensure staff knowledge on product is maintained and up to date. Supervising and coaching to disseminate skills and knowledge.
• Coaching of staff to include but not limited to Operational systems, Operational procedures, Customer Service and all mandatory training as required by customers and regulatory bodies.
• Active leadership, monitoring and auditing of staff and operational performance.
• Allocation of staff duties, breaks and equipment to ensure operational efficiency.
• Ensure that safe and efficient working practices are adhered to at all times.
• Ensure records of any incidents / accidents involving customers, staff or equipment is reported to line managers and documented accurately on relevant reporting systems and to regulatory bodies as required.
• Carry out any other reasonable task as requested

What were looking for?

• Prior experience if aviation essential within Passenger Services
• First class interpersonal and communication skills.
• Demonstrable evidence of enhancing the customer service.
• Proven leadership skills
• Knowledge of airline systems and procedures

Why Join Us?

PrimeFlight UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees