Passenger Services Agent

Description

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 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.

This role is 37.5 hours per week
6 on 3 0ff rolling shift pattern
Mixture of early and late shifts

Key Responsibilities

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 Star Handling Limited 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 Star Handling Ltd

• 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.

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Skills Knowledge and Expertise*

We have plenty of challenge to keep you motivated, build on your current skills, and help you to grow. These will be your key responsibilities; you should recognise some of these in relation to your current skills and experience as well as some objectives that you will need training & development to achieve.

• 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.

• Desirable* · Second Language

Core · English and Maths GCSE or equivalent grade C or above
Desirable · A recognised customer service training programme
Core · Knowledge of airline systems and procedures.
Desirable · Work experience in an airport in a customer facing role.

• 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 Esken 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 constraints

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Benefits*

• Cycle to Work
• Apprenticeships
• Employee Assistance Programme
• Employee Forums
• Life Assurance
• Save As You Earn Scheme
• Uniform provided
• Pension

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About Esken Ltd*
We are focused on delivering growth in Aviation and Renewable Energy
Our expertise in the aviation and energy sectors span the highest levels of leadership and has been gained across core strategic, operational, and financial roles.

London Southend Airport attracts partners and passengers to destinations throughout Europe with a simple, common goal. We provide experiences that are ‘quick, easy and happy’. Star Handling provides baggage handling, check-in and logistics solutions for airports and airline partners.

And, in Esken Renewables we have a transformational and maturing business which supplies fuel to biomass plants across the UK so that they can, in turn, create renewable energy. We do this via specialist procurement, transport, operations, quality and plant management teams.

Job Type: Permanent

Salary: £24,845.00 per year