Customer Service Agent

Overview of Role

Applications are invited from candidates who naturally care about helping passengers and supporting the delivery of a safe and on-time airline. The opportunity is for a Customer Service Agent at Sumburgh Airport. The operation is delivered seven days a week, and staff work to a roster, including morning, afternoon, and weekend shifts.

• Checking passengers in for flights
• Ensuring security protocols are adhered to
• Answering passenger queries when flights have been cancelled/delayed
• Arranging alternative transport/accommodation as required
• Providing telephone ticketing sales support
• Accepting and processing cargo.
• Supporting the oil and gas operation.

• Be customer focused and helpful.
• Enjoy working with the public and meeting new people.
• Have excellent communication skills.
• Be able to respond quickly and efficiently to changing situations
• Be able to deal with difficult situations with tact and diplomacy.
• The role is varied involving indoor and outside working, in all weathers.

We are seeking individuals with a positive, can-do attitude who excel in dynamic, fast-paced environments. In this combined Customer Service Agent role, you’ll deliver outstanding service with a friendly, customer-first approach, staying calm and adaptable under pressure. A strong team player with attention to detail, you’ll work collaboratively to ensure smooth operations and on-time flights. Flexibility and proactivity are essential, as no two days are the same.

• Previous experience in customer service (preferably in a fast‑paced, high‑pressure environment such as aviation, hospitality, or retail) is highly desirable but not essential, as full training will be provided.
• Experience in ramp operations or ground handling is an advantage, though on-the-job training will be given for all duties.
• Basic IT skills are required for check‑in, boarding, and other customer service‑related tasks.
• Ability to pass security clearance checks, including background checks and references, is essential due to the sensitive nature of airport operations.
• Health and safety training related to ramp duties, manual handling, and operating machinery will be provided during induction.
• Full training will be provided for all aspects of the role to ensure compliance with safety standards and operations.

Permanent

Full Time

40

• Staff Travel Scheme with Loganair and many other airlines worldwide
• Flexible working options
• Free flu jabs
• Health & wellbeing programme
• Access to Mental Health First Aiders
• Life Assurance
• Contributory pension scheme – Up to 6% Company contribute
• Access to a suite of gym, health and active discounts
• Annual Leave Purchase Scheme