At a Glance
- Tasks: Greet and assist passengers at Stansted Airport, ensuring top-notch service.
- Company: Join ABM, a global leader in integrated facility services dedicated to sustainability.
- Benefits: Enjoy free parking, flexible hours, and discounts at World Duty Free.
- Other info: Career progression opportunities and mental health support available.
- Why this job: Be part of a supportive team making travel easier for everyone while gaining valuable experience.
- Qualifications: Strong customer service skills and the ability to handle challenging situations are essential.
LOCATION: Stansted Airport
REPORTING TO: Duty Manager
SHIFTS: 4 on 4 off
PAY RATE: £14.12 per hour
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.
- Assign tasks to team members.
- 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 where 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, explains the process, and prepares 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 coordinator, Airlines and handling agent to ensure that assistance passengers are kept up to date.
- Call Operations coordinators 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.
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
Benefits
- 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
- Mental Health support and Life Event Counseling
- Get Fit Programme
- Financial and legal support
- Cycle to work scheme
- Access Perks at Work, our innovative employee app where you can find: Perks, Life, Support
- Perks: discounts, gift cards, cashback, and exclusive offers
- Life: Search for resources and tools on topics ranging from family and life to health, money and work
- Support: Online chat or telephone service for urgent support in a crisis
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
Assisted Travel Check-In Agent / Host employer: ABM UK
ABM is an exceptional employer located at Stansted Airport, offering a dynamic work environment where employees are valued and supported. With benefits such as flexible hours, career progression opportunities, and comprehensive health support, ABM fosters a culture of inclusivity and respect, ensuring that every team member can thrive while providing legendary service to assisted passengers.
StudySmarter Expert Advice🤫
We think this is how you could land Assisted Travel Check-In Agent / Host
✨Tip Number 1
Familiarise yourself with the layout of Stansted Airport and the specific areas where assisted travel check-in takes place. Knowing the terminal inside out will help you provide better service and navigate efficiently during your shifts.
✨Tip Number 2
Brush up on your customer service skills, especially in handling upset or angry passengers. Role-playing scenarios with friends or family can help you practice maintaining a polite and professional approach under pressure.
✨Tip Number 3
Network with current employees at ABM or similar roles to gain insights into the day-to-day responsibilities and challenges. This can give you an edge in understanding what the company values in their staff.
✨Tip Number 4
Prepare for the Criminal Record Check (CRC) and Airside Security Clearance by gathering all necessary documents ahead of time. Having everything ready will show your commitment and make the onboarding process smoother.
We think you need these skills to ace Assisted Travel Check-In Agent / Host
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and any roles that required strong communication skills. Emphasise your ability to handle upset passengers and solve problems effectively.
Craft a Strong Cover Letter:In your cover letter, express your enthusiasm for the role of Assisted Travel Check-In Agent. Mention specific examples of how you've provided excellent customer service in the past and your understanding of the importance of assisting passengers.
Highlight IT Skills:Since the role requires operating check-in systems, be sure to mention any relevant IT skills or experience you have with similar systems. This will show that you're prepared for the technical aspects of the job.
Prepare for Background Checks:Be ready to provide a full 5-year history of your employment and education, as well as any necessary identification and proof of right to work. This will streamline the application process and demonstrate your readiness for the role.
How to prepare for a job interview at ABM UK
✨Showcase Your Customer Service Skills
As an Assisted Travel Check-In Agent, exceptional customer service is key. Prepare examples of how you've provided outstanding service in the past, especially in challenging situations. This will demonstrate your ability to handle upset or angry passengers effectively.
✨Familiarise Yourself with the Role
Read through the job description thoroughly and understand the main duties and responsibilities. Be ready to discuss how your skills align with the requirements, such as operating check-in desks and ensuring smooth passenger transfers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential challenges you might face in this role and how you would address them, particularly regarding passenger assistance and communication during delays.
✨Demonstrate IT Proficiency
Since the role requires using systems like the ABM Airport Inform system, be prepared to discuss your IT skills. If you have experience with similar systems or software, mention it, and express your willingness to learn new technologies quickly.
