Assisted Travel Check-In Agent / Host job at Stansted Airport Full Time NEW

LOCATION: Stansted Airport

REPORTING TO: Duty Manager

SHIFTS: 4 on 4 off

PAY RATE: £14.12 per hour

Main Duties & Responsibilities:

To greet and check in all assisted passengers at the passenger assistance areas ensuring that high standards of service are maintained. The Check-in agent should ensure that they provide all passengers with legendary service, assess requirements of the passenger.

• To operate the check-in desk (landside, airside or pre-immigration) meeting and greeting the passengers from 1st contact.

• Assign tasks to team members.

• Ensure that all passengers are booked into the ABM Airport Inform system.

• Ensure amazing customer service is provided to all assisted passengers at each point.

• Ensure you fully adhere to the SLA times for all passengers in all areas

• Expedite a smooth transfer throughout the terminal.

• Ensure all passengers are in the system and closed with comments were needed.

• Ensure all CSAs communicate with you immediately after arriving at the Desks.

• Immediately report any equipment faults and record job report numbers to the Duty Managers.

• Immediately report and record any injuries or accidents to yourself or customers to the Duty

Manager

• Identify potential SLA failures and highlight to the Duty Manager.

• Ensure passengers are greeted respectfully.

• Ensure the CSA follows the correct protocol for use of all equipment.

• Ensure the CSA introduces themselves, asks passengers what assistance is required, explain the process, and prepare the passenger for the security part of the journey.

• Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).

• During delays or disruption liaise with the operations co-ordinator, Airlines and handling agent to ensure that assistance passengers are kept up to date.

• Call Operations co-ordinators to inform them of all extra passengers.

• Ensure that the area is always kept clean and tidy.

• Ensure ongoing care and communication to all passengers within the area.

• Carry out any reasonable task as required.

Person Specification:

Essential

• Excellent customer service skills

• Strong written and spoken communication skills.

• A polite and professional approach.

• The ability to solve problems.

• The ability to deal tactfully with upset or angry passengers.

• IT skills.

Essential Criteria for an Airside Pass

• To be considered for the role you will need to provide the following:

• Full 5 years history that accounts for all periods of employment, self-employment, unemployment and education (any gaps over 28 days must be verified)

• Valid photographic proof of identity e.g. passport or driving licence

• Valid Visa/Proof of right to work for non UK and out of EU nationals

• Proof of National Insurance No. (or evidence that you have applied for one)

• Proof of identity and address (Utility bill, bank statement, etc.)

• Acceptance of and willingness to undergo a Criminal Record Check (CRC)* and Airside Security Clearance

• Where an individual has resided 6 months or more outside the UK in the last 5 years, the appropriate clearance must be obtained i.e. Overseas Criminal Record Check (OCRC) from the country of origin