Customer Service Agent

Job content

This is a 30hr per week fixed term contract at £8.91 per hour

Job Summary

Customer Service Agents provide all necessary help and support to passengers as required by our customer airlines which may include check in, baggage processing, reservations and ticketing, boarding of flights, air-bridge operation, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Job Responsibilities

The following responsibilities are associated with this role:

• Assist passengers with self-service check-in kiosks
• Inspect and verify passenger documentation
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
• Manage passenger baggage processing including handling and fee calculation if applicable
• Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
• Direct passengers through Customs, Immigration, and Quarantine as required
• Make public address announcements as required
• Assist colleagues in other areas of the airport to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Comply with all UK/Ireland/EU legislation as well as airport authority and carrier security requirements
• Comply with Swissport Standard Operating Procedures (SOP’s)
• Operate computers and specialist equipment such as air-bridge, scanners and airline specific software
• Produce work-related documentation when required
• Maintain the highest standards of safety and security at all time
• Other duties as assigned
  

The list is not exhaustive and may vary depending on location and local customer requirements.

Qualifications And Competencies

• In possession of at least three GCSE’s / O Level or Leaving Cert (and equivalent)
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
• Ability to speak and understand the English language
• Ability to travel to the airport at times where public transport is not available
• Excellent communication skills (written and verbal)
• Must be able and willing to type and learn airline specific computer systems
• Ability to follow processes and procedures and apply flexible approach when required
• Willingness to work in inclement weather if required
• Passionate about customer service
• Commitment to continuous improvement
• Self motivated and able to work independently
• Previous experience working in an aviation environment is desired
• Ability to speak additional languages is desired
  

GDPR

Swissport has strict obligations under the General Data Protection Regulation 2016/679 (“the GDPR”). Compliance is therefore a responsibility embedded in all roles. Specifically, however, you are required to actively support and assist the business with compliance, both in your daily duties and in respect of ad hoc projects and activities. You are expected to demonstrate good practice to direct reports, and actively promote a culture of compliance.

DIVERSITY & INCLUSION

Specifically, You Are Required To

Swissport and its employees have a strict duty under the Equality Act 2010, not to be discriminatory in their treatment of colleagues and customers, on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Compliance with equality and diversity principles is therefore a responsibility embedded in all roles.

• comply with equality and diversity policies and treat all colleagues and customers with dignity and respect (including in virtual and digital environments);
• respond positively, inclusively, and supportively to the different needs of colleagues and customers by reason of their protected characteristics;
• report and act upon all instances of discrimination, harassment, and bullying;
• proactively support direct reports to understand their responsibility for equality and diversity, including identifying and facilitating development where required. Ensure performance is measured against key performance indicators, to mitigate the risk of discrimination;
• proactively comply with, model, promote, and embed equality and diversity principles, in daily duties, project work, and strategic planning, to promote a culture of zero tolerance, an environment in which colleagues and customers feel safe and respected, and champion the value the business affords to equality and diversity;
• ensure changes to policies and practices are screened for compliance with equality and diversity principles, and embed compliance as a key performance indicator in strategic planning and project work;
• evaluate operational decisions to assess the impact on policies, procedures, and strategies with reference to equality and diversity.
  

[NOTE: This is not exhaustive and may vary depending on location and operational / local customer requirements.]

Primary Location

Europe-UK-Bristol-Bristol Airport (BRS)

Employee Status

Fixed Term

Schedule

Part-time

Unposting Date

Jul 26, 2021, 5:59:00 PM

Organization

Ground Handling