Assisted Travel Check-In Agent / Host in Stansted Mountfitchet

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

• 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.