AddressDuty Support Officer
Leeds Bradford Airport is one of the fastest-growing regional airports in the UK, welcoming over 4 million passengers through our doors every year. We are committed to employing high-quality people who are ambitious to succeed and support our exciting plans for the future, whilst delivering outstanding service for our customers.
We understand that our employees are our most important asset when it comes to providing the best service possible to our customers. We therefore operate with a ONE TEAM mentality, to enable us to DO THE RIGHT THING and ultimately BE THE BEST in what we do.
To support the Customer Experience team, we are looking to recruit a Duty Support Officer to join Leeds Bradford Airport, to assist in providing additional outstanding support to the terminal operation.
Snapshot of the role:
The main role of the Duty Support Officer (DSO) will be to support the Airport Duty Manager (ADM) with the operational needs of LBA. The DSO on shift will be the main contact for all day to day operational needs, escalating major findings to the ADM.
As the DSO role will mainly consist of being in and around the terminal, it is imperative that the DSO prioritises the customer journey through LBA. The DSO will be the ‘eyes & ears’ of the terminal, ensuring the customer experience is maintained at a high standard and improvements made where necessary. The business has a high drive on customer experience and the face to face communication with passengers will be led and delivered by the DSO Team, ensuring that members of the team are based at key areas within the terminal delivering high customer service to all passengers.
Throughout a day’s operation the DSO will be based in the terminal operation, conducting regular checks on all areas of the terminal. Whilst the priority of the role will be the face to face communication with passengers, the appearance of the terminal is also a high priority of the business, ensuring all passengers experience the best journey through LBA as possible. The DSO Team will be responsible for ensuing all areas of the terminal remain fully operational, ensuring the safety, security and experience for all passengers remain at a high standard.
Duties include:
Responsible for overseeing outbound operation, ensuring Swissport/ Jet2 are complying with LBA gate/lane procedures.
Liaising with Swissport Supervisors & Jet2 Supervisors for all gate changes.
Responsible for overseeing inbound operation, ensuring Swissport/ Jet2 are complying with LBA arrivals procedures.
Liaising with Swissport Supervisors & Jet2 Supervisors for all belt allocations.
Management of landside Security queue in peak times.
Manage baggage belt performance in Check-in Hall A / B, escalating any issues to ADM.
Provide passenger wayfinding/ queue management & customer service support for any queues encountered.
Responsible for conducting all terminal audits, logging any issues on Centrik.
Responsible for conducting weekly terminal fire audit, logging any issues on Centrik.
Continuous terminal audits, ensuring all areas of the business are operational- Terminal Ops, Commercial offering & performance, Cleaning standards and Maintenance of the building.
On downtime, responsible for responding to customer emails.
Responsible for logging and managing lost property.
What we are looking for:
Our ideal Duty Support Officer should possess fluent English language skills, both written and spoken, to effectively communicate with various stakeholders. You must demonstrate excellent customer service abilities with a confident and diligent approach, showcasing exceptional personal drive and motivation. Attention to detail is crucial, as is the capability to thrive in a busy environment. The candidate should maintain a smart appearance and exhibit good timekeeping and punctuality. Strong communication skills are essential for interacting with customers, airlines, handling agents, and business partners. You should be an adept problem solver, particularly in customer-related issues, and display a strong one team work ethic.
As well as a first class customer focus, we need someone who will fit into our LBA family. You must be committed to work with your colleagues as ONE TEAM, to always show highest levels of integrity and DO THE RIGHT THING and to genuinely want to BE THE BEST to help our business become one of the leading airports in the UK.
What we will offer in return:
Annual salary review
Free onsite parking
Electric Vehicle Scheme
Pension scheme
Life Assurance
Brand new shiny, top of the range office
Cycle to work scheme
Free lounge access
Onsite discounts
Friendly work environment
Employee Assistance programme
Genuine career opportunities
If this sounds like the perfect opportunity for you then apply here: https://bit.ly/4acnxpq
