Senior PSA

As a Senior Passenger Service Agent vice Shift in our Defence team, you’ll help ensure the safe, secure and efficient movement of passengers through the Air Terminal at RAF Brize Norton. You’ll lead daily passenger handling activities, support operational delivery, and step up to oversee operations when the Shift Supervisor is absent. This is a role with real purpose. By supporting military personnel, passengers and operational stakeholders, you’ll help keep critical air movements running smoothly. Working in a fast-paced aviation environment, your contribution will have a positive impact on operational readiness while delivering an excellent customer experience.

What you’ll do as a Senior Passenger Service Agent vice Shift:

• Lead and coordinate Passenger Service Agent activities to deliver safe, compliant and customer-focused passenger handling operations.
• Support daily shift operations and provide first-line leadership, guidance and operational oversight for the passenger services team.
• Monitor passenger check-in, boarding and flight activities, ensuring accurate communication with key operational stakeholders.
• Maintain operational records, aircraft documentation and occurrence logs in line with required procedures and standards.
• Build trusted relationships with military personnel, contractors and colleagues to support seamless passenger movement through the terminal.
• Act as deputy to the Shift Supervisor and undertake supervisory responsibilities during periods of absence.

Does this sound like you?

• Demonstrable leadership or supervisory experience, with the ability to motivate and develop others.
• Knowledge of passenger handling operations, aviation security requirements and customer service principles.
• Strong communication and relationship-building skills, with the confidence to work with a wide range of stakeholders.
• Ability to make sound decisions, manage competing priorities and maintain composure in a dynamic operational environment.
• Able to obtain Security Check (SC) clearance and hold fewer than six penalty points on a civilian driving licence.

What we offer:

• Competitive holiday package.
• Up to 6% contributory pension scheme.
• Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service.
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme.
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging.

Vetting and checks:

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments.

Let’s impact a better future, together. Apply today.