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- Tasks: Assist passengers with check-in, baggage, and customer inquiries at Norwich Airport.
- Company: Join the dynamic team at Norwich Airport, a hub for travel and aviation.
- Benefits: Enjoy flexible shifts, potential for overtime, and a vibrant work environment.
- Why this job: Be part of creating memorable experiences for travellers while developing your customer service skills.
- Qualifications: GCSEs in English and Maths; customer service experience preferred.
- Other info: Opportunity to work in a fast-paced environment with diverse tasks and responsibilities.
Location: Norwich Airport
Job Category: Other
EU work permit required: Yes
Job Reference: dc014b875577
Job Views: 5
Posted: 02.06.2025
Expiry Date: 17.07.2025
Main Scope and Function of Job
To provide check-in, customer service desk, executive lounge, baggage, ADF and general assistance to scheduled, charter and helicopter passengers to the highest standard of customer care. The Customer Services department provides handling services for airline and aircraft operator passengers, including check-in, seat allocation, baggage accounting, documentation checks, escort services, lost property assistance, and support for passengers with reduced mobility, unaccompanied minors, and the elderly. The department also manages ticketing and information services on behalf of Norwich Airport and contracted airlines, including ticket sales, re-issues, and customer inquiries via face-to-face, telephone, and email. The role involves ensuring the smooth arrival, registration, and departure of VIP and executive guests, meeting their needs, maintaining stock levels, and delivering exemplary customer service to create memorable experiences. Shifts are flexible, including early and late hours, weekends, and holidays, with possible extension during delays or disruptions. The role requires working independently, making decisions based on procedures, and assisting in training new staff.
Responsibilities
- Check-in passengers and baggage according to airline procedures and regulations.
- Handle inquiries at the Customer Service/Information Desk via phone, email, and face-to-face.
- Prepare and manage documentation and reports, including Property Irregularity Reports.
- Liaise with other airport agencies to ensure timely departures.
- Manage financial transactions and payments.
- Prepare and maintain the executive lounge, stock supplies, and ensure cleanliness and safety standards.
- Follow operational procedures, safety protocols, and handle customer feedback and complaints professionally.
- Assist passengers during delays, cancellations, and disruptions, providing high-quality service.
- Perform ad-hoc duties as assigned by management.
Requirements
Qualifications/Education
- GCSE level education, especially in English and Maths; a second language is advantageous.
- IT proficiency.
Experience
- Customer service experience dealing with the public.
- Experience or studies in airline or travel and tourism are preferred.
Training & Skills
- Customer Service Induction, check-in procedures, security, fire safety, health & safety, PRM awareness, emergency procedures, and OSHENS reporting.
- Excellent communication, organizational skills, professionalism, adaptability, and ability to remain calm under pressure.
- Self-motivated, team-oriented, and flexible to work unsociable hours, including weekends and holidays.
Application Process
If interested, please send your CV to [email protected] by the closing date, including your preferred hours per week. The closing date is 1st March. For further information, contact Norwich Airport Human Resources Team at the provided email address. Norwich Airport is an Equal Opportunities Employer.
Customer Services Agent – Various Hours – Fixed Term Contract employer: Norwich Airport
Contact Detail:
Norwich Airport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Agent – Various Hours – Fixed Term Contract
✨Tip Number 1
Familiarise yourself with the specific customer service protocols and procedures used in airports. Understanding how check-in processes work and the importance of handling baggage correctly can give you an edge during interviews.
✨Tip Number 2
Highlight any previous experience in customer service, especially in fast-paced environments. Be ready to share examples of how you've handled difficult situations or provided exceptional service to customers.
✨Tip Number 3
Demonstrate your flexibility and willingness to work unsociable hours. Since the role requires shifts that include weekends and holidays, showing that you're adaptable can make you a more attractive candidate.
✨Tip Number 4
Prepare to discuss your communication skills and how you manage stress. The ability to remain calm under pressure is crucial in this role, so think of scenarios where you've successfully navigated challenging situations.
We think you need these skills to ace Customer Services Agent – Various Hours – Fixed Term Contract
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially in the travel or airline industry. Emphasise skills like communication, organisation, and adaptability, which are crucial for this role.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle various situations under pressure. Mention your flexibility with working hours and your willingness to assist passengers during delays or disruptions.
Highlight Relevant Qualifications: If you have GCSEs in English and Maths or any additional languages, make sure to mention these in your application. Also, include any IT proficiency that may be relevant to the role.
Follow Application Instructions: Send your CV to the specified email address by the closing date, ensuring you include your preferred hours per week. Double-check your email for any errors before hitting send.
How to prepare for a job interview at Norwich Airport
✨Know the Role Inside Out
Make sure you understand the responsibilities of a Customer Services Agent. Familiarise yourself with tasks like check-in procedures, handling inquiries, and managing documentation. This will help you answer questions confidently and demonstrate your enthusiasm for the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service. Highlight situations where you dealt with difficult customers or resolved complaints effectively. This will show that you can handle the pressures of the job.
✨Demonstrate Flexibility and Adaptability
Since the role requires working various hours, including weekends and holidays, be ready to discuss your availability. Share instances where you've adapted to changing circumstances or worked unsociable hours in previous jobs.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and training opportunities. This not only shows your interest in the position but also helps you gauge if the company is the right fit for you.
