Customer Service Agent

Job Location and Hours

This position is based at Liverpool Airport, operating under a shift pattern of four days on and two days off, totaling 25 hours per week.

Compensation

The role offers a pay rate of £12.71 per hour.

Role Purpose

The primary objective is to support passengers who require special assistance throughout their airport experience, ensuring a smooth and comfortable journey.

Main Responsibilities

• Escort passengers from their initial arrival points through security, passport control, and to their boarding gate.
• Maintain adequate wheelchair availability and distribution across terminals and storage areas.
• Assist arriving passengers off the aircraft, guide them through immigration, passport control, and baggage claim processes, including help with customs procedures and onward travel arrangements.
• Welcome passengers, inquire about their assistance needs, inform them about airport procedures, and prepare them for upcoming steps.
• Provide support to passengers transferring flights within the airport.
• Communicate with control and supervisory teams to log passenger information and updates.
• During delays or disruptions, coordinate with control teams, airlines, and handling agents to keep passengers informed.
• Operate equipment safely and professionally, providing manual lifting assistance when necessary.
• Track passenger progress using assigned Personal Digital Assistants.
• Take responsibility for company equipment issued daily.
• Complete incident or accident reports for any issues, including near misses and injuries involving oneself or passengers.
• Deliver exemplary service to all passengers.
• Wear the uniform correctly and adhere to sign-in and sign-out protocols.
• Perform any reasonable tasks as required by the client and operational demands.

Candidate Requirements

• Previous experience in customer service roles, preferably in customer-facing environments.
• Strong communication abilities are essential.
• Legal right to work in the UK is mandatory.
• Successful completion of a Disclosure and Barring Service (DBS) check is required.
• Provision of five years of reference information is necessary.

Preferred Attributes

• Excellent interpersonal and communication skills.
• Flexibility and adaptability to varying work demands.
• Innovative mindset and goal-oriented approach.
• High energy and motivation levels.
• Polite, patient, and understanding demeanor.
• Awareness of security protocols.

Employee Benefits

• Access to 24/7 consultations with UK-based GPs for employees and their immediate family members from home.
• Available mental health support and counseling for life events.
• Participation in fitness programs.
• Financial and legal advice services.
• Opportunity to join the Cycle to Work scheme.
• Use of an employee app providing discounts, gift cards, cashback offers, life resources, and crisis support via chat or telephone.

Diversity and Inclusion

The company is committed to equitable employment practices, promoting diversity and inclusion regardless of age, disability, gender identity, marital status, pregnancy, race, religion, or belief. They are members of the Armed Forces Covenant Employer Recognition Scheme.

Additional Information

If candidates require support or accommodations during recruitment, they are encouraged to contact the recruitment department for assistance.