Customer Service Agent

Job title: Customer Service Agent

Location: Stansted Airport

Rate of pay: £11.50 per hour

Contracts – Full/Part Time

Shifts – 4 on 4 off for Full Time Contracts

Helping passengers with assistance requirements to and from the aircraft and around the airport, enhancing the passengers journey.

Main Duties & Responsibilities:

• Greet passengers always asking what help is required, explaining the process to the passenger and preparing them for check in and security.
• Assisting passengers through the check in and security process and helping them to either the boarding gate or airside waiting area.
• Ensure the collection of wheelchairs around the airport terminal and returning them to the required storage areas.
• Assisting passengers and their hand luggage on to their flight.
• Collect arriving passengers from the aircraft, or the pre-immigration waiting area and take them through immigration/passport control and to the baggage hall to identify their baggage. Through HM customs to the arrivals hall.
• Complete all jobs correctly on the handheld devices.
• Call Operations co-ordinators to inform them of all extra passengers.
• During delays or disruption liaise with the Operations co-ordinator, Airlines and handling agenta to ensure that assistance passengers are kept up to date.
• Drive passengers within Airport on relevant equipment.
• Provide manual lifting assistance as required using the S-max, pro-move sling or aisle chair.
• Ensure inform is constantly updated with your progress with the passenger.
• Be responsible for all Company equipment issued to you on a daily basis.
• 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).
• Provide legendary service to all passengers.
• Wear uniform correctly.
• Follow correct sign in/out process.

Person Specification:

Essential

• 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.

Essential Criteria for an Airside Pass

• 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

Benefits

• Free parking
• 80% subsidy on Stansted Travel card
• Flexible hours
• World Duty Free Discount
• Career Progression

Benefits

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 to Lifeworks, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit (url removed).

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.