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- Tasks: Assist in delivering exceptional customer service and manage check-in and boarding processes.
- Company: Skytanking provides aviation services, refueling aircraft at over 93 airports worldwide.
- Benefits: Enjoy a company pension, cycle to work scheme, employee discounts, and health programmes.
- Why this job: Join a dynamic team focused on customer satisfaction and operational excellence in a fast-paced environment.
- Qualifications: GCSEs in English and Maths or equivalent; customer service experience is a plus.
- Other info: Be part of a global team that fuels an aircraft every 25 seconds!
The predicted salary is between 24000 - 36000 £ per year.
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Who we are
At Skytanking, we take pride in enabling our customers to make the right connections at the right time. We believe that small details, improvements, and investments make a collective difference for our customers, employees, partners, and the world we live in.
If you want to be part of this service, putting our customers at the centre of what we do, we would love to hear from you about joining our team.
Working in the Front of House Team, you will assist the Passenger Services Manager to ensure that the service delivered to our customers is consistently professional and of an exceptionally high standard. All processes must be performed smoothly, timely, and accurately. You should demonstrate a hardworking, adaptable attitude and thrive in a busy workplace.
Your tasks
Key Responsibilities
- Complete processes and activities in accordance with CAA and DfT regulations, airline, airport, and company procedures.
- Ensure the overall passenger experience is of an exceptional standard at all times.
- Complete check-in and boarding processes for passengers and baggage, complying with European Aviation Safety Agency and CAA regulations, and airline policies.
- Provide and maintain excellent customer service.
- Work cohesively with the team to maximize cooperation, efficiency, and effectiveness.
- Communicate effectively with other departments to enhance operational efficiency.
- Read memos/station instructions at the start of each shift to stay updated on relevant changes.
- Handle customer complaints/problems at the source when possible, informing line management accordingly.
- Meet targets/SLA/KPI set by airlines or Skytanking Ltd.
- Report incidents/accidents involving customers, staff, equipment, or aircraft immediately to your line manager.
- Complete all paperwork and administrative duties promptly and forward relevant information as needed.
- Check and ensure all equipment, such as wheelchairs, conform to health and safety standards.
- Keep work areas like check-in desks, ticket desks, and gates safe and report faults.
Your profile
Skills, Knowledge, and Expertise
We offer challenges to motivate you, build on your skills, and help you grow. Your key responsibilities should include some of these skills and experience, with additional training if needed:
- A desire to deliver exceptional customer service.
- Effective communication and relationship-building skills.
- Ability to handle difficult people effectively.
- A proactive approach to teamwork.
- Attention to detail in both theoretical and practical tasks.
- Ability to work independently.
Core: English and Maths GCSE or equivalent grade C or above.
Desirable: Recognized customer service training, knowledge of airline systems and procedures, airport customer-facing experience.
- Meet or exceed airline service level agreements and KPIs.
- Address performance variances promptly and honestly.
- Maintain high performance and attendance standards.
- Ensure compliance with all regulatory bodies, HSE, airlines, airports, and company procedures.
- Present a high standard of personal appearance, polite and professional at all times.
- Perform tasks efficiently and accurately within time constraints.
We offer you:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Referral programme
About us
Since 1999, Skytanking has provided aviation-related services including fueling, ground handling, tank farm and hydrant management, infrastructure investments, and engineering. Our customers include airlines, airports, and oil companies. With over 3,000 employees, we refuel an aircraft every 25 seconds on average at more than 93 airports across 15 countries. Skytanking is a subsidiary of PrimeFlight Aviation Services Inc., employing around 8,000 people at over 220 airports.
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Passenger Services Agent employer: Skytanking
Contact Detail:
Skytanking Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Passenger Services Agent
✨Tip Number 1
Familiarise yourself with the specific regulations and procedures mentioned in the job description, such as CAA and DfT regulations. This knowledge will not only help you during the interview but also demonstrate your commitment to understanding the role.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've handled difficult situations in the past. Being able to articulate these experiences will highlight your ability to maintain high standards of service under pressure.
✨Tip Number 3
Research Skytanking and its operations to understand their values and mission. Tailoring your conversation to align with their focus on exceptional customer service will make you a more appealing candidate.
✨Tip Number 4
Practice effective communication techniques, as this role requires strong relationship-building skills. Engaging in mock interviews or role-playing scenarios can help you refine your ability to communicate clearly and confidently.
We think you need these skills to ace Passenger Services Agent
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Passenger Services Agent position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service and teamwork. Use bullet points for clarity and focus on achievements that demonstrate your ability to meet the role's demands.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific experiences that showcase your customer service skills and ability to work under pressure, as these are crucial for the position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the role of a Passenger Services Agent.
How to prepare for a job interview at Skytanking
✨Research Skytanking
Before your interview, take some time to learn about Skytanking's services and values. Understanding their commitment to customer service and operational efficiency will help you align your answers with their expectations.
✨Demonstrate Customer Service Skills
Be prepared to discuss specific examples of how you've delivered exceptional customer service in the past. Highlight situations where you handled difficult customers effectively, as this is crucial for a Passenger Services Agent.
✨Show Your Team Spirit
Since teamwork is essential in this role, be ready to share experiences that showcase your ability to work collaboratively. Emphasise your proactive approach to teamwork and how you contribute to a positive work environment.
✨Prepare for Regulatory Questions
Familiarise yourself with CAA and DfT regulations, as well as airline policies. Being able to discuss these regulations confidently will demonstrate your readiness for the responsibilities of the role.
