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Terminal Operations Assistant

4 months ago

Bristol, United Kingdom Bristol Airport Full time

**Terminal Operations Assistant**

Reporting to: Terminal Operations Controller

**ROLE PURPOSE**

**Work collaboratively to ensure our customers have an excellent experience and a safe and seamless journey through Bristol Airport. The role is both customer facing and based in the control centre monitoring information and systems.**

**PRINCIPAL RESPONSIBILITIES**
- Provide an engaging and effective response to customer needs, whether face to face, via telephone or social media
- Proactively monitor the customer operation, ensuring any service failures or incidents are responded to efficiently. Responding, in person, to customer peaks and incidents to help deliver a seamless customer journey.
- Actively monitor various communications channels to provide information and assistance to operations teams and business partners
- Monitor, respond to, and follow up on any exceptional activations from the Airport Control Centre systems, to maintain the safety and security of colleagues, customers and facilities.
- Proactively identify health & safety risks within the terminal, mitigating and escalating these as necessary.
- Support Border Force in line with customs and immigration requirements, providing customer assistance and direction where necessary.
- Produce reports, identifying blockers to the customer journey and allocating resources to mitigate this
- Collect data on terminal processes and customer experience in key performance areas, measuring against business expectations and making proposals to improve
- Ensure timely and accurate operational logging of all Airport Control Centre responses, actions and items for handover to the next shift.

Note:

- This is not intended to be an exhaustive list, and the role holder is expected to undertake any duties reasonably required to fulfil their role and support the business objectives. Additionally, every employee is expected to:_
- _Comply with all relevant legislation, health and safety requirements and company policies;_
- _Engage in continuous personal development;_
- _Promote the vision and values of Bristol Airport._

**PERSON SPECIFICATION**

**Essential**
- A competent IT user, experienced in using various systems with a desire and aptitude to learn new systems and new skills
- Customer focused with an understanding of the need for efficiency, safety and security
- Excellent communication skills - listening, verbal and written - with the ability to deliver clear messages and influence others
- Proven success of contributing to a small team where trust and collaboration is key
- Organised and able to priortise whilst remaining focused on accuracy and attention to detail
- Able to take decisions under pressure and adapt to changes and challenges

**Desirable**
- Previous experience in an operational environment
- Experience of working to strict regulatory legislation e.g Fire, Health & Safety, Security

Application deadline: 24/02/2024
Reference ID: TOAAV

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: £29,651.45 per year

**Benefits**:

- Bereavement leave
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free parking
- Life insurance
- On-site gym
- On-site parking
- Referral programme
- Sick pay

Schedule:

- 12 hour shift
- Day shift
- Night shift

Supplemental pay types:

- Performance bonus

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer service: 1 year (preferred)
- Administrative experience: 1 year (preferred)

**Language**:

- English (preferred)

Licence/Certification:

- Driving Licence (preferred)

Ability to Commute:

- Bristol (required)

Ability to Relocate:

- Bristol: Relocate before starting work (required)

Work Location: In person

Application deadline: 24/02/2024
Reference ID: TOAAV