Assisted Travel Host

4 weeks ago

Birmingham, United Kingdom Birmingham Airport Ltd Full time

**Assisted Travel Host**

Birmingham Airport is the UK’s seventh largest with 30 airlines serving over 120 destinations direct and onwards to over 400. Prior to the Covid-19 pandemic 13m customers a year flew in and out of BHX. Going forward we project growth to more than 18m customers a year by 2033 - by which time we will be connected to central London by HS2 trains in just 37 minutes and aim to have become a net zero carbon airport.

Our purpose is: Proud of Every Journey. That means everyone at the airport and the 100 organisations operating on the airport site, taking pride in getting customers safely, punctually, and comfortably from A to B.

By creating a kind, values-driven environment where everyone feels empowered to bring their best to work, we will retain and develop our people - and deliver on our purpose. Our seven pillars, Growth, Customer, Neighbour, Efficiency, People, Safety & Security and Carbon, support the strategic output of the company.

**Our values** - Curious, Dedicated, Inclusive, Respectful & Supportive guide how our colleagues treat each other as we serve customers with safety & security as our top priority.

**Summary of the Role**

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

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.

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.

**Main Duties and Responsibilities**
- Fully embrace the culture of excellence in health, safety, and security throughout the Assisted Travel department.
- Professional hosting/greeting of the Assisted Travel Help Desk which is the first point of contact for departing customers needing assistance.
- Promote our brand values to deliver a world-class assistance experience to both disabled and non-disabled customers.
- Always remain professional and courteous, displaying high levels of Customer Service to ensure the passenger’s passage through the airport is positive.
- Engage with, Listen to, and communicate with our Assisted Travel passengers to ensure we have a good understanding of their individual needs and that these are recorded appropriately within our systems.
- Offer a bespoke service tailored to the individual needs of our assisted customers, ensuring that you provide the customer with a personal experience.
- Regularly liaise with the Assisted Travel Coordinators and Duty Managers to maximise the performance of the operation.
- Ensure proactive communication and collaboration are always maintained with the Third-Party Service Provider.
- Ensure data is inputted within our operational systems in a factual and accurate manner at all times.
- Answer phone calls from the help points across the site in a professional and courteous manner.
- Complete the appropriate checks on Passenger’s Electric Mobility Aids and ensure they meet all regulatory CAA requirements.
- Ensure resource is allocated to collect passengers from the Assisted Travel Help points within the KPIs stipulated for the department.
- Assist passengers to Check-in or airside Assisted Travel seating areas if required.
- Ownership of your own continuous professional development, willingness to learn & embrace change as the business develops.
- Accurately complete departmental paperwork.
- Prepare customers for security and ensure they are compliant, to minimise waiting times.
- Ensure assisted travel passengers are given all the information that will enable them to make a choice as to what assistance they require for their journey.
- Issue hidden disabilities lanyards as appropriate and ensure accurate records are maintained.
- Support with task allocation utilising our operational systems during peak periods or resource shortages.
- Ability to build appropriate working relationships.
- Have strong interpersonal and customer service skills.
- Experience working within a customer facing operational environment.
- Willingness to adapt to changing circumstances.
- Ability to understand the unique needs of customers with disabilities, to provide patient, compassionate support.

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

**Salary**: £25,467.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking

Work authorisation:

- United Kingdom (required)

Work Location: In person

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