Passenger Services Agent - Birmingham Airport

Who we are

At Skytanking Aviation Services ENG Limited we run an excellent service for our airline customers and have an exciting new opportunity opening at Birmingham Airport. It will be a busy operation but we go further to ensure we maintain a high standard of safety and service as we put our customers at the centre of our operations.

This is a great opportunity to join our growing ground handling business. Timescales can often result in a tight turnaround therefore you will need to be a good timekeeper, flexible when overtime is required if a flight schedule changes last minute and reliable as you are working as part of a dedicated team, so we need to be confident that you are committed.

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, and join a young but innovative business putting our customers at the centre of what we do, then we would love to hear from you about joining our team.

Your tasks

Job Purpose:
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.

Main Responsibilities & Objectives:

• 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 Skytanking Aviation Services 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 Skytanking AviationServices.
• 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.
• Carry out any other reasonable task as requested by Management

• 21 Hours per week

Deine Aufgaben

Functieomschrijving

Your profile

Key Performance Indicators:

• 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 Skytanking 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 manor 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 constrain

Key Attributes:

• 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.

Qualifications & Experience:

• English and Maths GCSE or equivalent grade C or above
• Knowledge of airline systems and procedures.
• Work experience in an airport in a customer facing role.

Must be able to :

• without exception, provide a 5-year history (with no gaps) including work and none work activities.
• Have been a UK resident for the last 5 years
• Would you be able to acquire a clear DBS certificate?

Dein Profil

We offer you:

• Cycle to Work
• Employee Assistance Programme
• Life Assurance
• Uniform provided
• Pension
• Discounted Gym Membership
• Discounted Shopping Platform

Wir bieten dir

Your contact

Please send us your application exclusively via the online application form.
In case of questions, please don\’t hesitate to reach out toenghr@skytanking.com

Skytanking Aviation Services ENG LimitedA PrimeFlight company

Dein Kontakt

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