Customer Service Host

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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.

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.

• 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

We’re proud to offer a great range of benefits including:

• 24/7 GP:
  Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback, and exclusive offers
• Life:
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