Passenger Services Agents

2 days ago


London, United Kingdom ANA Full time

**Job Purpose**

To provide the highest possible standards of customer service to ANA passengers travelling through LHR.

**Job Scope**

The Passenger Services Agent will provide services to arriving, transferring, and departing passengers, at both landside and airside locations. The job holder will be allocated to duties and work as directed by the Passenger Services Supervisor and Traffic Manager. The job holder must provide a level of service to meet or exceed ANAs Passenger Service Operational Performance and Service Standards. Will have dedicated area of responsibilities and be able to perform quality management.

**Reporting**

The Passenger Services Agent reports directly to the Passenger Services Supervisor.

The Passenger Services Agent has no subordinate staff.

**Principal Accountabilities**
- Flight preparation and supervision
- Supervision of handling companies at check in counter, arrival and departure gate area
- Check-in and boarding services via Altea DCS, or by assisting at self-service facilities including document checks
- Taking care of passengers needing assistance and escort VIPs
- CIP Lounge duties.
- Rebooking of connecting passengers
- Post departure work, ticketing, lost and found
- Assist with administrative tasks of Passenger service
- Customer service in face-to-face situations and via other forms of communication
- Support other department as directed by Managers

**Additional tasks**:

- Coordinates flight planning, briefing and instruction to handling company
- Coordinates and assists with planning of passenger service and ramp operations.
- Executes duties effectively & efficiently.
- Coordinates administrative tasks of Operations department
- Prepares reports, conducts invoice checks and other administrative tasks as required.
- Acquires expertise and constantly strives to improve upon basic quality of above and below wing products
- Collaborates effectively with other internal departments and external organizations
- Routinely acts with corrective action and takes responsibility for difficult tasks until completion.
- Coordinates with Operations GHC’s and headquarters to ensure company objectives are met.
- Takes initiative to identify problems and make improvements.
- Support other department as directed by Managers
- "_**The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post. Job descriptions will be regularly reviewed to ensure they are an accurate representation of the post.**_

**Essential requirements**:
A clear commitment to high standards of customer care.

A professional, personable manner.

A positive and proactive approach.

Good interpersonal skills.

Effective communication skills, both spoken and written.

An ability to achieve consistent accuracy and attention to detail.

An ability to be flexible and work through team collaboration.

An excellent organisational and time management skills.

An ability to work under pressure whilst maintaining standards.

**Desirables**

A proven record of commitment and flexibility.

A proven record of good conduct and performance.

A broad knowledge and experience of all aspects of general airline passenger services practices and procedures.

Knowledge of reservation and ticketing

Knowledge of lost & found baggage duty

ALTEA experience.

Good PC skills.

Good knowledge of LHR geography, airline locations, etc.

Good knowledge of LHR Surface Transport facilities.

Holds current UK driving licence.

Japanese and/or other language skills.

**Applicants must have the right to work in the UK.**

**Job Types**: Full-time, Permanent

**Salary**: From £19,438.00 per year

**Benefits**:

- Company pension
- Free or subsidised travel
- Free parking
- Gym membership
- Life insurance
- Private dental insurance
- Private medical insurance
- Sick pay

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

Work Location: One location



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