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Customer Support Agent

3 months ago

London, United Kingdom London Stansted Airport Full time

**Date**:28 Mar 2024

**Location**: London Stansted Airport, GB

**Company**:MAG

**Customer Support Agent**
- London Stansted Airport
- Fixed term contract to May 2025, with the possibility of extension
- 40 Hours per week (days - 07:00-19:00, nights - 19:00-07:00)
- 4 on 4 off, 2 days followed by 2 nights
- Salary - £25,253.30 rising to £27,962.61 after a successful minimum 3 month qualifying period
- Additional 17.5% shift pay allowance

**The role**

In this new and exciting Customer Support Agent role, you will be the face of London Stansted Airport as customers travel through the airport. You will be responsible for interacting with customers at the key touch points of their journey, providing world class customer service along the way.

**As a Customer Support Agent you will be responsible for**:

- Provision of customer service to all our passengers, including wayfinding assistance, advice on airport and airline procedures, resolution of customer queries and issues.
- Responding to disruption across the airport, providing the customer facing contingency response to incidents such as evacuations, asset breakdowns, airline disruption, changes to the passenger journey due to construction or maintenance during the Stansted transformation project.
- Proactive management of queues, waiting areas and large passenger volumes/overcrowding risks.
- Proactive escalation and reporting of any safety or security risks, asset breakdowns or defects, cleaning or appearance issues, across the passenger journey.
- Queue management and crowd control - proactive decision making on best use of space and assets to ensure the best possible outcome for our customers and airport partner businesses.
- Providing advice and guidance to our customers throughout their journey in the airport.
- Prioritisation of disruption/contingency response.
- Reporting of risks, asset issues and breakdowns etc; an understanding of the escalation process.

**Areas where Customer Support Agents will be located include;**
- Check-in - providing customer support, passenger flow and queue management, and supporting our airline and ground-handling partners in managing the check-in area and assisting the project teams in ensuring a safe and efficient operation during construction and transformation works.
- Pre-Security - providing guidance and advice to customers as they head towards security, and proactive management of passenger flow and queues, and assisting the project teams in ensuring a safe and efficient operation during construction and transformation works.
- International Departure Lounge - providing customer information, guidance and wayfinding, proactive management of occupancy and working with our retail teams in the area.
- Immigration - hosting the immigration area, ensuring customers use the correct pathway to the border, providing guidance and support in using the electronic-gates, proactive management of passenger flow and queues.

**What will make you successful in this role**

The successful applicants will have demonstratable experience in a face to face customer service role, with a passion for providing first class service, have excellent personal presentation. The applicants will have the ability to assess a situation and deal appropriately to improve or diffuse accordingly, possess excellent time keeping and work ethic, be able to work unsupervised and still provide the level of professionalism that is expected.
- Proven customer service experience
- Passion for working in a customer facing environment
- Clear communicator
- Can-do and proactive mindset
- Ability to assess situations and deal appropriately to improve or diffuse accordingly
- Conflict management skills and confidence to challenge
- A high level of personal resilience
- Excellent time keeping
- Multi-lingual or second language (desirable)
- Experience in implementing operational contingencies (desirable)

**About us**

Every year, London Stansted Airport connects over 28 million passengers with more than 190 destinations across the globe. Part of the largest UK owned airport operator group, MAG, London Stansted Airport supports over 11,600 jobs onsite and generates around £7.75bn each year for the region.

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive. You’ll also have access to some great benefits including:

- 6% company contribution pension
- 24 days holiday plus bank holidays (pro rated)
- Free parking
- Subsidised public transport
- Huge range of company discounts

**Equal Opportunities & Reasonable Adjustments**

We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.

**Our Colleague Resource Groups include: Women’s Network, Embrace - Race & Ethnicity Group, Fly With P