Passenger Service Agent

At PrimeFlight UK we take pride in our part of enabling our customers to make the right connections at the right time. We believe that it’s the small things that matter - details, improvements and investments that make a collective difference for our customers, employees, partners, and the world we live in.

If you would like to be part of this service, putting our customers at the centre of what we do, then we would love to hear from you about joining our team.

Working in the Front of House Team you will be assisting the Passenger Services Duty Manager to ensure that the service delivered to our customers is consistently professional and to an exceptionally high standard. All processes must be performed in a smooth, timely and accurate manner. You should be able to demonstrate a hard-working, adaptable attitude and be able to thrive in a busy workplace.

• Complete processes and activities, in accordance with both CAA and DfT regulations and Airline(s), Airport(s) and company procedures.
• To ensure the overall Passenger experience of passengers handled by PrimeFlight is of an exceptional standard at all times.
• Complete the check in and boarding process for passengers and their baggage, in accordance with European Aviation Safety Agency and the CAA regulation and in line with the Airline(s) policies, procedures and requirements.
• Provide and maintain an excellent standard of customer service.
• Work cohesively as part of the team so as to maximise co-operation leading to the efficiency and effectiveness of the operation.
• Ensure effective communication with other departments as to maximise co-operation leading to the efficiency and effectiveness of the operation.
• Ensure Memo’s/Station Instructions are read at beginning of each shift to ensure you are up to date with any changes relevant to your role.
• Deal with customer complaints/problems, at source where possible, keeping line management informed.
• Ensure within your role as an individual or member of the Front of House team you meet any targets/SLA/KPI set by the Airline(s) or PrimeFlight.
• Ensure a record of any incidents/accidents involving customers, staff, equipment & aircraft are reported immediately to your line manager.
• Ensure all paperwork and administrative duties are completed in a timely manner and relevant information is forwarded where appropriate.
• Ensure all equipment used such as wheelchairs are checked and conform to Health and Safety standards.
• Ensure all working areas such as Check in desks, Ticket desk and Gates are in safe working order and to report any faults.
• Ensure all Airline Service Level Agreements are met or exceeded.
• Ensure that all Key Performance Indicators are met or exceeded.
• All performance variances must be actioned promptly and honestly to ensure the integrity of the PrimeFlight Group.
• High level of performance and attendance.
• Compliance of all Regulatory Bodies, HSE, Airline(s) Airports(s) and company procedures.
• Demonstrate a high standard of personal presentation complying with the uniform standards and behaving in a polite and professional manner at all times.
• The ability to perform tasks efficiently and accurately within defined time constraints.
• Ability to perform all tasks with accuracy, efficiency and in a safe manner within defined time constraints.

• A desire to deliver exceptional customer service.
• Effective communication and relationship building skills.
• Ability to deal effectively with difficult people and problem solve.
• A proactive approach to working together.
• Accuracy in both theoretical and practical workplace applications - an eye for detail.
• An Ability to work on one's own initiative.
• English and Maths GCSE or equivalent Grade C or above.
• Desirable - Work experience in an airport in a customer facing role.
• Desirable - Knowledge of airline systems and procedures.
• Desirable - A recognised customer service training programme.

• Cycle to Work.
• Employee Assistance Programme.
• Employee Forums.
• Life Assurance.
• Uniform provided.
• Pension.

PrimeFlight UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.