Operational Disruption Assistance Agent

Puesto: Operational Disruption Assistance Agent (35 hours per week)
The Operational Disruption Assistance Agent is responsible for delivering exceptional customer support to passengers affected by operational disruptions while also providing premium VIP assistance services within the airport environment.

The role combines operational disruption management, passenger welfare coordination and high-touch VIP customer service to ensure passengers receive professional, efficient and personalised assistance throughout their journey.

Acting as the face of CMAC on-site, the successful candidate will support passengers during irregular operations, coordinate accommodation and ground transport solutions, manage passenger communications and deliver seamless airport assistance services to VIP customers across arrivals, departures and connections.

What Success Looks Like

Passengers receive timely, accurate and empathetic support during operational disruptions.

Operational incidents are managed efficiently with minimal impact on the customer experience.

Accommodation, transportation and passenger welfare services are coordinated accurately and effectively.

VIP passengers receive a seamless, discreet and personalised airport experience.

Customer satisfaction standards are consistently achieved during both routine and high-pressure operational situations.

All services, passenger movements and incident activities are accurately documented and reported.

Company policies, operational procedures and regulatory requirements are fully adhered to.

Core Responsibilities
Operational Disruption Management

Manage passenger assistance during operational disruptions including cancellations, diversions, over bookings and missed connections.

Provide passengers with alternative travel arrangements and rebooking solutions.

Communicate clear, accurate and up-to-date information regarding available options and service updates.

Coordinate accommodation, ground transportation and other welfare services as required.

Support passengers at CMAC assistance desks and operational locations, ensuring a professional customer experience.

Apply relevant company policies and passenger rights regulations, including EC261/2004 where applicable.

Maintain high standards of customer care in fast-paced and high-pressure environments.

Record passenger allocations for accommodation and transport services, ensuring complete traceability.

Prepare reports relating to passenger assistance, accommodation, transportation and operational incidents to support internal validation and potential claims management.

Provide personalised meet-and-greet services for VIP passengers across arrivals, departures and transit connections.

Welcome passengers upon arrival and accompany them throughout their airport journey.

Assist with check-in, baggage services, Fast Track access, immigration, customs and security processes.

Escort passengers to VIP lounges, boarding gates, transfer vehicles or connection points.

Monitor flight schedules and proactively manage operational changes that may impact service delivery.

Coordinate with drivers, transport providers, airport stakeholders and service partners to ensure seamless transitions.

Support passengers during aircraft arrivals, departures and flight connections.

Manage premium service elements such as lounge access, porter services, private transfers and associated hospitality services.

Anticipate and respond proactively to passenger needs while maintaining discretion and professionalism.

Service Delivery & Communication

Deliver exceptional levels of customer service aligned with CMAC values and client expectations.

Resolve service issues and operational challenges quickly and effectively.

Maintain clear and professional communication with passengers, clients, airport stakeholders and internal teams.

Ensure all service activity, incidents and outcomes are accurately documented.

Prepare detailed reports highlighting service performance, incidents and operational outcomes.

Support continuous improvement by identifying opportunities to enhance passenger experience and operational efficiency.

About You
You are a customer-focused professional who thrives in a fast-paced airport or operational environment. You remain calm under pressure, communicate confidently with a wide range of stakeholders and take pride in delivering outstanding customer experiences.

You are highly organised, proactive and solution-oriented, with the ability to balance operational priorities while maintaining a personalised and professional approach when supporting passengers.

Your Expertise

Exceptional customer service and communication skills.

Strong problem-solving and decision-making ability.

Ability to remain calm and professional in high-pressure situations.

Excellent organisational skills and attention to detail.

Strong interpersonal skills with the ability to build rapport quickly.

Ability to manage sensitive situations with discretion and professionalism.

Effective team working and stakeholder coordination skills.

Strong administrative and reporting capability.

Ability to…