At a Glance
- Tasks: Assist passengers with special needs throughout their airport journey.
- Company: ABM is a leading provider of integrated facility services, committed to sustainability and diversity.
- Benefits: Enjoy 24/7 GP access, mental health support, fitness programmes, and exclusive employee perks.
- Other info: Flexible shifts, great pay, and a chance to work in a vibrant environment.
- Why this job: Join a dynamic team at the airport, providing legendary service and making a difference in passengers' journeys.
- Qualifications: Customer service experience preferred; excellent communication skills and right to work in the UK required.
LOCATION: Aberdeen Airport
SHIFT PATTERN: 6 on 3 off, 25 hours per week
PAY RATE: £12.73 per hour
ROLE OVERVIEW AND PURPOSE
To assist passengers requiring special assistance throughout their airport journey.
KEY RESPONSIBILITIES
- Collect passengers from their arrival point at the airport to escort them through security, passport control and onwards to their boarding gate.
- Ensure wheelchairs are replenished and well distributed throughout the terminals and storage points.
- Collect arriving passengers from the aircraft, take them through immigration, passport control and onwards to the baggage hall to identify their baggage. Assist the passengers through HM customs into the arrivals hall and with any onwards travel needs.
- Greet passengers, always ask what assistance is required, explain the process to the passenger and prepare them for airport procedures.
- Assist passengers that are transferring flights.
- Communicate to the control and supervisor team recording any additional passengers.
- During delays or disruption liaise with the control and supervisor team along with airline and handling agents to ensure that passengers are kept up to date.
- Use equipment safely and professionally.
- Provide manual lifting assistance as required.
- Record progress of the passenger using the Personal Digital Assistant issued.
- Be responsible for all Company equipment issued to you on a daily basis.
- 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).
- Provide legendary service to all passengers.
- Wear uniform correctly.
- Follow correct sign in/out process.
- Carry out any reasonable task requested.
This description is an outline of the role and it is expected that key tasks will vary with the demand of our client and operation base.
REQUIRED SKILLS AND EXPERIENCE
- Previous experience of primarily working within Customer Services ideally in a customer facing role.
- The ideal candidate will have excellent communication skills.
- Must have the right to work in the UK.
- Must pass a DBS check.
- Must be able to provide 5 years reference information.
Desirable Skills for the Customer Service Agent role:
- Excellent communication & interpersonal skills.
- Flexibility.
- Innovative.
- Achievement orientated.
- Energy/Drive.
- Courteous.
- Patient and understanding.
- Security Aware.
We’re proud to offer a great range of benefits including:
- 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: 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.
For more information about ABM’s benefits, visit our careers page.
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.
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.
Passenger Service Agent employer: ABM UK
ABM is an exceptional employer located in Cobham, offering a supportive work culture that prioritises employee well-being and professional growth. With benefits like 24/7 GP access, mental health support, and a unique employee app for discounts and resources, ABM ensures that its Security Officers are not only equipped to excel in their roles but also feel valued and supported in their personal lives. Join a team that is dedicated to creating safer, cleaner spaces while fostering a diverse and inclusive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Passenger Service Agent
✨Tip Number 1
Familiarise yourself with the layout of Aberdeen Airport. Knowing where key locations like security, passport control, and baggage claim are will help you feel more confident during the interview and demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your customer service skills by practising scenarios that involve assisting passengers with special needs. This will not only prepare you for potential interview questions but also show us that you understand the importance of providing legendary service.
✨Tip Number 3
Research common challenges faced by passenger service agents, especially in busy airport environments. Being able to discuss these challenges and how you would handle them can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide valuable insights into the day-to-day responsibilities and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Passenger Service Agent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant customer service experience, especially in roles that involve direct interaction with clients. Emphasise skills like communication, patience, and flexibility, which are crucial for a Passenger Service Agent.
Craft a Strong Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention specific responsibilities from the job description that excite you, and explain how your previous experiences make you a great fit for assisting passengers at the airport.
Highlight Relevant Skills:Clearly outline your interpersonal skills and any experience you have with special assistance or customer-facing roles. Use examples to demonstrate your ability to handle challenging situations with courtesy and understanding.
Proofread Your Application:Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential in a customer service role.
How to prepare for a job interview at ABM UK
✨Showcase Your Customer Service Skills
As a Passenger Service Agent, your ability to communicate effectively and provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully assisted customers, especially in challenging situations.
✨Familiarise Yourself with Airport Procedures
Understanding airport processes can set you apart from other candidates. Research the typical journey of a passenger through the airport, including security checks and boarding procedures, so you can discuss how you'd assist passengers at each stage.
✨Demonstrate Flexibility and Problem-Solving Skills
The role may involve unexpected challenges, such as delays or special requests. Be ready to share instances where you've had to adapt quickly and find solutions, showcasing your flexibility and innovative thinking.
✨Emphasise Teamwork and Communication
Collaboration with colleagues and communication with passengers are key aspects of this role. Prepare to discuss how you've worked effectively in teams and communicated clearly in previous roles, highlighting your interpersonal skills.
