Address
SalaryThe Airport Service Agent is a varied role, supporting our Airport Operations Team to deliver excellent customer service.
You will greet and assist passengers, providing guidance and support in the check in hall in line with the daily plan. You will be helping passengers prepare for security and ensure availability and circulation of luggage trolleys.
Our Airport Service Agents will be expected to keep in touch with the Operations team via telephone and radio transmissions, ensuring they are informed of any concerns or expected disruption. You will escalate any emergencies to the Control Centre and take appropriate initial actions where possible.
This role operates on a fully flexible, 30 hour roster including early starts and late evening finishes with shifts up to 10 hours. It also includes manual-handling and you will be required to be on your feet for long periods of time.
- Passenger interaction – assist passengers with general inquiries and information regarding security compliance such as liquid rules and other security preparation information
- Assisting with the management of contingency queuing and other airport contingency plans under the guidance of the Airport Operations Team
- Trolley collection – On-foot collection and return of trolleys including landside/airside process, use of QuicKART collection device to collect trolleys from wider campus
- Passenger assistance in the event of cancellations and disruption
- Wayfinding – assist passengers with wayfinding and navigating the airport campus
- Airport Security – awareness of general airport security processes (unattended luggage, security breaches) and escalation process for reporting
- Answer passenger queries about onward travel transport links
- Basic first aid and escalation process for reporting emergencies
- Customer service – you are passionate about delivering great customer experiences and taking a proactive approach to find the answer
- Team player – you collaborate with colleagues across teams to contribute to a supportive work environment
- Communication – you can effectively convey information, address passenger queries and ensure a positive interaction at all times
- Due to airside pass requirements, candidates must be over the age of 18
- Previous experience in a busy, customer service role is desirable
If your experience looks slightly different to what we’ve listed here, we encourage you to still apply. You could add something we didn’t know we needed.
- Pension scheme- employer contributions can be up to 7%
- Annual discretionary bonus
- Supporting your health and wellbeing- private healthcare after 1 years’ service, access to our Employee Assistance Programme and occupational health services
- Free car parking on site and when you go on holiday
- We offer a range of other benefits
Why EDI?
We are Edinburgh Airport, where Scotland meets the world. The success of the airport comes down to our people, and you can help us deliver even more big days for our passengers and colleagues. The development of your career is important to us, and we’ll support and encourage this every step of the way. As a business we’re driven by our values – they’re at the core of our culture and everything we do. We’re looking for people who will demonstrate these values day-in, day-out. So if this sounds like you, apply now and get ready for your career to take off.
Building a diverse workforce that is inclusive and accessible to all is a priority for our business. As part of this journey, we are proud to be the first UK airport to be endorsed by WORK180. They only recognise great employers for all women. Find out about our policies on our WORK180 employer page.
As a Disability Confident Leader, we are committed to ensuring applicants with a disability can participate fully in our recruitment process. Please let us know in your application form if you require any adjustments, such as parking arrangements or alternative methods of communication.
