Customer Service Host in Paisley

LOCATION: Glasgow Airport

SHIFT PATTERN: 4 on 4 off, 26.3 hours per week

PAY RATE: £13.49 per hour

Purpose: To greet all passengers at the host desk ensuring that high standards of service are maintained. The Host should ensure that they provide all passengers with legendary service, assess requirements of the passenger and allocate Customer Care Agent (CCA).

Key Responsibilities:

• Man the host desk (either landside or airside) meeting and greeting the passengers from point of notification upon arrival.
• Ensure that all passengers are booked into the tracking and allocation (Avtech) system.
• Ensure all jobs are allocated to the CAA’s mobile device (PDA).
• Ensure full customer service is provided to all PRM’s at each hosting point.
• Ensure you fully adhere to the SLA times for all passengers both landside and airside.
• Expedite a smooth transfer throughout the terminal.
• Allocate the CCA to provide service, when required.
• Manage the operation proactively to ensure that flights depart on time (offloads and loading) and that customer service standards are met.
• Ensure all passengers are in the system and closed with comments where needed.
• Immediately report any equipment faults.
• Immediately report and record any injuries or accidents to yourself or customers.
• Identify potential SLA failures and highlight these.
• Ensure passengers are greeted respectfully.
• Ensure the CCAs follow the correct protocol for use of the equipment.
• Ensure the CCAs introduce themselves, ask passengers what assistance is required, explain the process and prepare 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 Allocator and handling agent to ensure that PRM passengers are kept up to date.
• Call Allocators to inform them of all extra passengers.
• 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 Host role:

• Effectively manage, coach and mentor team to meet service level agreements.
• Maintain a professional image at all times.
• Ability to deal calmly and reasonably in pressurised situations.
• The ideal candidate will have a background of working within the customer service/customer care industry and have knowledge of working with those who require special assistance.
• We are seeking candidates who have a real passion for people, delivering excellent customer service on a daily basis.
• Set a good example at all times.
• Previous Airline &/or Airport experience is desired although not essential as full training will be provided.
• Competent IT skills, the position holder will need to use ABM systems and communicate effectively via email.
• Excellent communication skills with an empathic nature.
• You must be competent at English language skills including speaking, reading and writing.
• Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance.
• Ability to deal calmly and confidently with all demands from the public.
• Champion principles of equality, inclusion and diversity.

Essential Skills for the Customer Service Host role:

• Valid Right to work documentation.
• 5-year checkable employment/education history, ideally with a maximum of 5 references for vetting purposes.
• Must pass a basic DBS check.
• Overseas Criminal Record Check (if applicable).
• Available for very early morning shifts, outside of normal public transport times.
• Able to obtain an airside pass that allows you access to security restricted areas.
• Must be willing to work weekends and shifts.
• 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 with ABM.

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.
• 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.

About ABM:

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience. ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information about ABM’s benefits, visit our website.

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.