Career

Role Title:

Customer Services Agent

Location:

Gatwick Airport

Reports To:

Duty Manager

Hours:

Shifts (35 hours per week on a rolling roster)

Role Purpose:

Working under the supervision of the Duty Managers attends to Passenger check-in and Customer service. Operates all computer equipment including Check-in and Departure Control where relevant. Operates all other station equipment, radios, telephone systems. Maintains high standards of service and appearance.

Key Accountabilities:

1) Carries out the Customer Services function at their Station needed to process passengers through the terminal inbound and outbound in accordance with the procedures laid down by the Company.

2) Is required to use and operate all communication and computer systems available.

3) Is required to ensure that all activities are carried out in a safe and legal manner.

4) Initiates action in respect of mishandled or damaged baggage or other payload.

5) Is expected to act as Company representative if so required.

6) Collects all excess baggage charges as appropriate when on check-in duties.

7) Follows all laid down procedures when dealing with customer requests for special handling (e.g. WCHR/WCHS/WCHC,YP, Transit/interline arrangements, baggage labelling, restricted and hazardous items).

8) Initially deals with customer enquiries, complaints and problems in a sympathetic and professional manner.

9) Undertakes all duties as allocated by the Station Supervisor or other designated official.

• Essential Skills/Experience:
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• Be well organised with good attention to detail
• Be proactive in approach to all responsibilities with ability to work on own initiative and to specific deadlines
• Ability to recognise and deal with challenges promptly and efficiently
• Demonstrates qualities of self motivation and professionalism, with the ability and willingness to take on extra responsibility
• Proven ability to work under pressure and to tight deadlines
• Excellent interpersonal and communication skills
• Flexible approach to working hours as necessary
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Desirable Skills/Experience:

Previous experience in a customer services role, preferably in aviation

Professional and/or regulatory requirements:

Must be able to provide 5 years full referencing history

Possession of a full clean driving licence is advantageous

A DBS/CRC Clearance Certificate deemed satisfactory to Aurigny and the Airport Authorities

All about you: Friendly, approachable, keen to support your colleagues and the Company wherever possible and beyond the requirements of your role. You will take pride in delivering a high level of customer service both internal and external and be willing and able to adapt to change. A supporter of our VALUES both internally and externally is paramount to you succeeding within our Company.