At a Glance
- Tasks: Assist passengers with special needs throughout their airport journey and provide legendary service.
- Company: Join ABM, a leading provider of integrated facility services at Manchester Airport.
- Benefits: Enjoy 24/7 GP access, mental health support, and exclusive employee perks.
- Other info: Flexible shifts with opportunities for personal growth and development.
- Why this job: Make a real difference in people's travel experiences while working in a dynamic environment.
- Qualifications: Customer service experience and excellent communication skills are essential.
The predicted salary is between 22000 - 26000 £ per year.
Location: Manchester Airport
Reporting To: Supervisor / Operations Manager Team
Shifts: Earliest start is 4am so candidates must be able to get to work for 4am (4 on 2 off roster pattern)
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 Experience for the Customer Service Agent role:
- 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.
- Must be over 18 years of age.
Desirable Skills for the Customer Service Agent role:
- Excellent communication & interpersonal skills.
- Flexibility.
- Innovative.
- Achievement orientated.
- Energy/Drive.
- Courteous.
- Patient and understanding.
- Security Aware.
Please note that any applicant that has spent more than 6 months in any country other than the UK in the last 5 years; will need a police clearance from all countries that this would apply to. The police clearance will need to cover the full date range the applicant was in the specific country, furthermore, the police clearance needs to be obtained before the applicant attending any interview.
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: discounts, gift cards, cashback, and exclusive offers.
- Search for resources and tools on topics ranging from family and life to health, money and work.
- 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.
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.
Customer Care Agent in Manchester employer: ABM
ABM is an exceptional employer, offering a supportive work culture that prioritises employee well-being and growth. Located at Manchester Airport, our Customer Care Agents benefit from flexible shifts, comprehensive health support, and access to exclusive perks through our innovative employee app. Join us in making a meaningful impact on passengers' journeys while enjoying a range of benefits designed to enhance your professional and personal life.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Agent in Manchester
✨Tip Number 1
Get to know the company! Research ABM and their values. When you understand what they stand for, you can tailor your approach during interviews and show how you fit into their culture.
✨Tip Number 2
Practice your communication skills! As a Customer Care Agent, you'll need to interact with passengers all day. Role-play common scenarios with friends or family to build your confidence and improve your responses.
✨Tip Number 3
Be ready for those early starts! If you're applying for this role, make sure you can handle the 4am shifts. Show your commitment by discussing your availability during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at ABM. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Care Agent in Manchester
Some tips for your application 🫡
Show Your Customer Service Skills:When writing your application, make sure to highlight any previous experience in customer service. We want to see how you've helped others and provided legendary service in the past!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language that reflects your communication skills, as this role is all about interacting with passengers effectively.
Tailor Your Application:Make sure to customise your application for the Customer Care Agent role. Mention specific responsibilities from the job description that you’re excited about and how your skills match them.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, so don’t miss out on this opportunity!
How to prepare for a job interview at ABM
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Care Agent. Familiarise yourself with the key tasks like assisting passengers through security and handling any disruptions. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
Since excellent communication is crucial for this position, prepare examples from your past experiences where you've successfully interacted with customers. Think about times when you had to explain processes or handle difficult situations. This will demonstrate your ability to provide legendary service.
✨Be Ready for Scenario Questions
Expect scenario-based questions during the interview. For instance, they might ask how you'd handle a passenger who is upset due to a delay. Practice your responses to these types of questions, focusing on your problem-solving skills and patience, which are essential for this role.
✨Dress the Part
Even though the interview is not at the airport, dressing professionally can make a great first impression. Wear smart attire that reflects the uniform standards expected in the role. This shows that you take the opportunity seriously and understand the importance of professionalism in customer service.
