Description
JOB TITLE: Assisted Travel Check-in Agent
LOCATION: Stansted Airport
REPORTING TO: Duty Manager
SHIFTS: 4 on 4 off, days and nights, 35 hours per week
RATE: £13.37-14.05 per hour
OVERVIEW OF JOB DESCRIPTION
Main Duties & Responsibilities:
To greet and check in all assisted passengers at the passenger assistance areas ensuring that high standards of service are maintained. The Check-in agent should ensure that they provide all passengers with legendary service, assess requirements of the passenger.
- To operate the check-in desk (landside, airside or pre-immigration) meeting and greeting the passengers from 1st contact.
- Ensure that all passengers are booked into the ABM Airport Inform system.
- Ensure amazing customer service is provided to all assisted passengers at each point. • Ensure you fully adhere to the SLA times for all passengers in all areas
- Expedite a smooth transfer throughout the terminal.
- Ensure all passengers are in the system and closed with comments were needed.
- Ensure all CSAs communicate with you immediately after arriving at the Desks.
- Immediately report any equipment faults and record job report numbers to the Duty Managers.
- Immediately report and record any injuries or accidents to yourself or customers to the Duty Manager
- Identify potential SLA failures and highlight to the Duty Manager.
- Ensure passengers are greeted respectfully.
- Ensure the CSA follows the correct protocol for use of all equipment.
- Ensure the CSA introduces themselves, asks passengers what assistance is required, explain the process, and prepare the passenger for the security part of the journey.
- 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).
- During delays or disruption liaise with the operations co-ordinator, Airlines and handling agent to ensure that assistance passengers are kept up to date.
- Call Operations co-ordinators to inform them of all extra passengers.
- Ensure that the area is always kept clean and tidy.
- Ensure ongoing care and communication to all passengers within the area.
- Carry out any reasonable task as required.
Benefits
- Free parking
- 80% subsidy on Stansted Travel card
- Flexible hours
- World Duty Free Discount
- Career Progression
Person Specification:
Essential
- Excellent customer service skills
- Strong written and spoken communication skills.
- A polite and professional approach.
- The ability to solve problems.
- The ability to deal tactfully with upset or angry passengers.
- IT skills.
Essential Criteria for an Airside Pass
- To be considered for the role you will need to provide the following:
- Full 5 years history that accounts for all periods of employment, self-employment, unemployment and education (any gaps over 28 days must be verified)
- Valid photographic proof of identity e.g. passport or driving licence
- Valid Visa/Proof of right to work for non UK and out of EU nationals
- Proof of National Insurance No. (or evidence that you have applied for one)
- Proof of identity and address (Utility bill, bank statement, etc.)
- Acceptance of and willingness to undergo a Criminal Record Check (CRC)* and Airside Security Clearance
- Where an individual has resided 6 months or more outside the UK in the last 5 years, the appropriate clearance must be obtained i.e. Overseas Criminal Record Check (OCRC) from the country of origin