At a Glance
- Tasks: Greet and assist passengers, ensuring legendary service and smooth check-in processes.
- Company: Join a diverse team at Stansted Airport, committed to exceptional customer care.
- Benefits: Enjoy 24/7 GP access, mental health support, and exclusive employee perks.
- Other info: Flexible shifts with opportunities for personal growth in a dynamic environment.
- Why this job: Make a real difference in passengers' journeys while developing your customer service skills.
- Qualifications: Excellent communication skills and a professional, polite approach are essential.
The predicted salary is between 14.12 - 14.12 £ per hour.
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.
- 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.
- 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 Manager.
- Immediately report and record any injuries or accidents to yourself or customers to the Duty Manager.
- Identify potential SLA failures and highlight them 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
- 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
- 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: 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 in Stansted Mountfitchet employer: ABM UK
At ABM, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises diversity and inclusion. As an Assisted Travel Check-In Agent at Stansted Airport, you will benefit from comprehensive employee support services, including 24/7 GP access and mental health counselling, alongside opportunities for personal growth and development in a dynamic airport environment. Join us to provide legendary service to passengers while enjoying a rewarding career with competitive pay and unique perks.
StudySmarter Expert Advice🤫
We think this is how you could land Assisted Travel Check-In Agent / Host in Stansted Mountfitchet
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ABM UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ABM UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Assisted Travel Check-In Agent / Host in Stansted Mountfitchet
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ABM UK:Your cover letter is your chance to shine! Tell us why you want to work at ABM UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ABM UK!
How to prepare for a job interview at ABM UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
