At a Glance
- Tasks: Assist in delivering exceptional customer service and ensure smooth passenger check-in and boarding.
- Company: Join PrimeFlight UK, a company dedicated to making connections for customers and employees alike.
- Benefits: Enjoy a company pension, employee discounts, free parking, and health programmes.
- Other info: We celebrate diversity and are committed to creating an inclusive workplace.
- Why this job: Be part of a dynamic team that values detail and customer satisfaction in a busy environment.
- Qualifications: GCSEs in English and Maths; customer service experience is a plus.
The predicted salary is between 22000 - 26000 £ per year.
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 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.
Role Responsibilities
- 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 UK Limited 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 maximize 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 UK.
- 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 & 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.
What we're looking for
- A desire to deliver exceptional customer service.
- Effective communication and relationship building skills.
- Ability to deal effectively with difficult people.
- 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.
- 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 PrimeFlight UK.
- 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.
Core: English and Maths GCSE or equivalent grade C or above.
Desirable: A recognised customer service training programme.
Desirable: Knowledge of airline systems and procedures.
Desirable: Work experience in an airport in a customer facing role.
Why Join Us
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Referral programme
PrimeFlight UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Passenger Services Agent employer: PrimeFlight
At PrimeFlight UK, we pride ourselves on fostering a dynamic and inclusive work environment where every employee is valued and empowered to deliver exceptional customer service. Located in a bustling airport setting, our team enjoys a range of benefits including a company pension, health and wellbeing programmes, and opportunities for personal growth and development. Join us to be part of a dedicated team that prioritises both customer satisfaction and employee engagement, ensuring that your contributions make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Passenger Services Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PrimeFlight. 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 PrimeFlight 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 Passenger Services Agent
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 PrimeFlight:Your cover letter is your chance to shine! Tell us why you want to work at PrimeFlight 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 PrimeFlight!
How to prepare for a job interview at PrimeFlight
✨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.
