Airport Service Agent – Customer Service

The Airport Service Agent is a varied role with its primary function to provide excellent Customer Service to our passengers and to support the Airport Operations Team.

You will greet and assist passengers, provide guidance and support in the check in hall following a daily plan, help with preparing passengers for security and ensure required circulation of luggage trolleys. You will communicate with the Operations team via telephone and radio transmissions keeping them informed of any concerns or expected disruption. You will escalate any emergencies to the Control Centre and take appropriate initial actions where possible.

The role operates on a rotational, 37 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 – Assisting passengers with general inquiries and information regarding security compliance (liquid rules, security preparation information, etc)
• Assisting with the management of contingency queuing and other airport contingency plans under the guidance of the Operations Team
• Passenger assistance in the event of cancellations and disruption
• Wayfinding – Assisting 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
• Onward travel & transport links assistance
• Basic first aid and escalation process for reporting emergencies
• Trolley collection – On-foot collection and return of trolleys including landside/airside process, use of QuicKART collection device to collect trolleys from wider campus

• Essential: A passion for delivering excellent Customer Service.
• Essential: : Attention to detail, ability to prioritise, and effective time management skills.
• Essential: A good level of physical fitness, and the ability to handle tasks such as pushing, pulling and walking long distances (over 10k steps per day)
• Essential: Be able to be cleared in accordance with CAA regulations (includes providing a satisfactory five-year reference history and EAL being able to undertake a satisfactory Criminal Record Check and Counter Terrorist Check on your behalf)
• Desired: Understanding of airport operations and processes impacting the passenger journey.
• Desired: Experience in a busy, customer facing environment

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.

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.