Assisted Travel Coordinator

6 days ago


Birmingham, United Kingdom Birmingham Airport Full time

Birmingham Airport can serve over 150 destinations via 25 airlines and is the UK's third largest Airport outside the south-east and the UK's seventh largest overall. We have handled more than 12.5 million passengers a year and will continue to invest in significant new projects to prepare for future passenger and airline growth in the most challenging of times.

It is widely recognised that Birmingham Airport already benefits from some of the best transport provision at any UK airport, and with the planned High Speed 2 line to directly connect via a dedicated people mover to the Airport terminal, this accessibility is only set to improve. The coming years therefore represent a huge opportunity for Birmingham Airport to grow further.

An employer to some 6500 people on site, we are also a major contributor to the West Midlands' economy supporting economic growth and prosperity for the region and beyond.

Job Purpose

Reporting to the Accessibility Operations Manager you will be a key role in our Assisted Travel product and ensure we continue to be ‘Proud of Every Journey’ whilst supporting three of our core pillars; Customer, Efficiency and Safety & Security. You will have a direct impact on our ongoing compliance with European assistance service targets, regulated by the Civil Aviation Authority. You will be an ambassador for our Assisted Travel product and you will always promote our brand values to deliver a world class assistance experience to both disabled and non-disabled customers. You will look for opportunities to enhance their experience and ensure they have smooth, safe and enjoyable journeys through our airport. You will be able to fulfil both the Help Desk and Airside Task Allocation functions as required by the operation.

Main

**Responsibilities**:
You will:
Control the Assisted Travel operation through our dedicated task planning system and be responsible for co-ordinating a team of up to 50 operational assistance staff at any one time.

Take ownership of the service’s daily performance, striving to maintain the airport’s Key Performance Indicators for this area.

Undertake dynamic, operationally critical decision making in a high pressure environment to ensure Customers receive an exceptional, safe assistance experience and Airline On Time Performance is protected.

Check-in and engage with departing customers to understand their needs and offer a tailored assistance plan for their journey.

Host key areas within the terminal to answer customer queries, support their needs at that point and aid operational decision making through effective communication with colleagues.

Proactively and assertively engage with the Assisted Travel Third Party Contractor, both with operational staff and their Management team.

Undertake administrative duties to support a safe operation including briefing customers in the use of complimentary mobility scooters, completing regulatory Electric Mobility Aid paperwork and completing shift / incident reports.

Provide direct support to assisted customers and their luggage including physical assistance / movement of the customer around the terminal and external areas.

Be fully flexible to support the rostering requirements of the post in order to sustain the operational requirements of a 24 hours per day/ 7 days per week service. This role will include working weekends, bank holidays, night shifts, early starts and late finishes.

This role uses Annualised Hours so working patterns may vary and shifts are not fixed. Whenever possible, Staff will be issued a ‘blank’ roster for the season ahead to indicate guaranteed days off and potential working days.

Undertake other duties and activities within the wider airport operation as required to support our operation. This will include managing Airport and Customer disruption and manual handling.

Customer Service

Our customers our at the heart of everything we do and working within the Terminal Operations department you must always live and breathe Customer Service and champion the customer.

Professional hosting of the Assisted Travel Help Desk which is the first point of contact for departing customers needing assistance

Control the customer flow within the operation through effective allocation / assignment of tasks to the Third Party Contractor to ensure waiting times remain within KPI targets

Monitor terminal facilities and ensure that general housekeeping issues are escalated promptly

Proactively resolve problems to minimise the impact on our customers

Identify and escalate any issues that may impact the operation or the Customer journey

Offer a bespoke service tailored to the individual needs of our assisted customers, ensuring that you provide the customer with a personal experience

Listen and communicate with positive body language in order to understand the customer’s needs and articulate appropriately

Remain professional and courteous at all times, displaying high levels of Customer Servi



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