Customer Service Agent

Salary: £26,000 per year

POSITION PURPOSE

Responsible for delivering an exceptionally high level of customer service to the clients Aviation’s Passengers and Crews, Duties will be delegated by a senior staff member, but staff will be expected to work under their own initiative and as part of a team.

PRINCIPAL ACCOUNTABILITIES

∙ Provide an exceptionally high level of service ensuring that all customer needs are met in a timely and appropriate fashion.

∙ Maintaining a professional image at all times.

∙ Ensure that all tasks and duties are completed during the scheduled shifts in an efficient manner.

∙ Daily liaison with other departments within the organisation and with external organisations relating to the efficient operation of the Company.

∙ Taking ownership of problems and dealing with them in a professional manner.

∙ Processing customer requests, under the direction of the Leading CSA.

∙ Placing orders for services, including engineering, ground transport and hotel accommodation using approved suppliers.

∙ Cross selling of additional services supplied by the client.

∙ Using and operating communications equipment.

∙ Adhering to departmental procedures and systems to maintain optimum efficiency and consistency.

∙ Baggage handling with assistance from Ramp staff.

∙ Driving passengers and crew to and from aircraft.

∙ Ensure vehicles, lounges and all areas are kept clean and tidy.

∙ Maintain stock control of supplies for passenger and crew lounges.

∙ Cover reception duties as required

∙ Remain current with the latest information via use of the internal Company Systems, i.e., Q-Pulse and Email

∙ Perform other duties as requested

WORKING HOURS

The Operations Department operates 365 days a year. CSAs are required to work a shift pattern. Overtime as and when required is agreed with management in advance, for which you will receive overtime or lieu time. You will be required to work in all weather conditions.

A full UK driving license is essential, as is holding the right to live and work in the UK. You will also need to have a 5-year checkable history to obtain an airport ID pass.

Benefits include enhanced annual leave entitlements, Holiday Purchase Scheme, Happy Birthday Day, Contributory Company Pension, Staff Discount, Hospital Saturday Fund Healthcare and Onsite Parking. Full Uniform also provided.