Career

Location:

Hours:

Role Purpose:

 To support the safe, efficient, and effective landing and departures of all Aurigny aircraft in Gatwick Airport

The Role:

 Customer Services –

• Carries out the Customer Service and Ground Operations functions at their Station needed to process passengers, baggage, and other daily duties through the terminal inbound and outbound and to receive and dispatch aircraft in accordance with the procedures laid down by the Company.

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

• Is required to ensure that all activities are carried out in a safe and legal manner, with particular reference to ramp procedures.

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

• Is expected to demonstrate knowledge and awareness of Company procedures with regards to aircraft handling and dispatch, in particular the specific aircraft restrictions as laid down in the various Aircraft Handling Manuals.

• Is expected to act as Company representative if so required.

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

• 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).

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

• Undertakes all duties as allocated by Ground Handling Duty Manager or other designated official.

• Contacts with other carriers and airport authorities in the normal course of duties

Ramp -

• Drive and maintain all company equipment and vehicles

• Operate all equipment in a safe and efficient manner

• Operate to the requirements and standards of all company SOP’s and promote these practices throughout the team culture

• Follow all Airline Safe Working Practices

• On-load and off-load baggage manually or mechanically

• On-load and off-load of all loose cargo of varying weights and sizes

• Undertake all relevant baggage sortation duties including AAA in a safe and efficient manner

• Carry out area hazard checks and aircraft inspections

• Performa II headset and pushback duties in a safe and efficient manner

• Position and remove steps.  GPU's ASU's in a safe and efficient manner

• Follow all safety procedures set down by the Company including H&S regulations

Essential Skills/Experience:

• Be well organised with good attention to detail
• Be proactive in approach to all responsibilities with ability to work on own initiative to specific deadlines

• Ability to recognise and deal with challenges promptly and efficiently

• Full clean driving licence

• 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
  
  

Professional and/or regulatory requirements:

 Must be able to provide 5 years full referencing history

An enhanced Police 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.

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:
• 
  
• 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
• 
  
• 
  
• 
  

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.

Role Title:

Customer Services Communications Agent (x 3)

Location:

London Gatwick Airport / Remote / Home

Reports To:

Customer Services Manager

Hours:

36 per week (part of a shift pattern involving weekends)

Role Purpose:

To work within the Customer Services Team, focused on supporting the department through daily management of customer contact with a focus on digital communications. In addition to this, you will be providing high quality, regular customer communications. You will also be the key point of contact during disruption for internal communications

The Role:

• Working closely with the Operations Team, you will gain an in depth understanding of how operational decisions are made that affect our flights and customers daily
• Responsible for preparing high quality communications to our external and internal customers, to keep them informed of any operational or schedule changes and ensuring that customers are informed at the earliest opportunity when decisions are taken that impact on customers’ flights.
• Manage in real time the airline’s social media channels, responding to customer comments and queries in a timely manner to meet internal service level agreements (SLA).
• Responding to customer queries and comments via all social media channels ensuring responses meet the agreed SLA/Charter.
• Supporting the wider customer services/reservations team in managing all types of customer services queries via email and the phone, operating as one of the team.
• Responsible for increasing customer satisfaction through the delivery of consistent high quality customer communications.
• Reduce turnaround time on customer contact from weeks/days/hours/minutes through social media channels by adhering to the agreed customer charter/SLA.
• Become a subject matter expert and key contact for Aurigny’s Customer Experience platform, training and supporting the Customer Services Team, setting up a library of canned responses and a knowledge base to enable the platform to operate to a high level of efficiency.

• Competencies/Essential Skills:
• 
  
• Skilled in using social media with a thorough understanding of the most popular social media channels, including but not limited to Facebook, Instagram, Twitter and YouTube.
• Excellent written and verbal communication skills with the ability to adapt your style to match the brand voice.
• Strong organisation skills with the ability to multi-task in a fast-paced environment.
• Technically minded with the ability to become proficient in several computer systems and use these simultaneously.
• Excellent time management skills, with the ability to prioritise effectively.
• Agile and flexible in approach with the ability to navigate changing situations.
• A team player with a passion for providing outstanding customer service.
• Tenacious with strong emotional resilience and a determination to deliver the highest level of service to our customers.
• A problem solver with a genuine desire to resolve customer issues.
• Active listener who uses empathy to diffuse challenging customer interactions.
• 
  

Desirable Skills/Experience:

• Working in a call centre, airline or airport environment.
• Responding to customer enquiries through social media.

Professional and/or regulatory requirements:

• A qualification in communications or social media is desirable but not essential.

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.

Role Title:

Ramp Agent

Location:

London Gatwick Airport

Reports To:

London Gatwick Station Manager

Hours:

37,5

Role Purpose:

Working under the supervision of the Station Supervisor attends to Aircraft handling. Presentation of correct aircraft weight and balance information to appropriate recipients. Operates all computer equipment including Departure Control where relevant. Operates all other station equipment, radios, telephone systems, ground handling vehicles and other ramp equipment. Maintains high standards of service and appearance

The Role:

• 1Carries out the Ground Operations functions at their Station needed to process passengers, baggage and other payload through the terminal inbound and outbound and to receive and dispatch aircraft in accordance with the procedures laid down by the Company.
• Is required to use and operate all communication and computer systems available.
• Is required to ensure that all activities are carried out in a safe and legal manner, with particular reference to ramp procedures.
• Initiates action in respect of mishandled or damaged baggage or other payload.
• Is expected to demonstrate knowledge and awareness of Company procedures with regards to aircraft handling and dispatch, in particular the specific aircraft restrictions as laid down in the various Aircraft Handling Manuals.
• Is expected to act as Company representative if so required.
• Undertakes all duties as allocated by the Station Supervisor or other designated official.

• Essential Skills/Experience:
• 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
• Must be in possession of a full Valid driving licence

Desirable Skills/Experience:

Good level of Numeracy and clear handwriting

Professional and/or regulatory requirements:

Clear Police check and driver’s licence

Full 5 year history in order to obtain an airside pass

References

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.