Customer Services Agent

1 week ago

Norwich, United Kingdom Norwich Airport Limited Full time

The Customer Services Agent (CSA) reports directly to the Customer Services Supervisor (CSS).

**Main Scope and Function of Job**

To provide check-in, customer service desk, executive lounge, baggage, ADF and general assistance to scheduled, charter and helicopter passengers to the highest standard of customer care.

**Environment**

The Customer Services department provides, on behalf of airlines and aircraft operators, a handling service for their passengers. The service provided will include check in, boarding, baggage accounting, checking travel documentation, recording lost or damaged property and providing assistance to special need passengers, i.e. passengers with reduced mobility (PRM), unaccompanied minors (UMNR’s) and the elderly.

To ensure the smooth and efficient arrival, registration and departure of all Executive Lounge customers. To proactively ensure that the customers needs and special requirements are met and exceeded at all times. To ensure all food and beverage items are continuously stocked and available for all customers at all times. To ensure all tables are continuously kept clean and crockery and cutlery is washed and replenished accordingly. To create a memorable and lasting experience by delivering an exemplary level of customer service to each and every visiting customer.

**Supervisory Responsibilities / Decision Making Authority**

The post holder reports to the CSS.

The post holder has no supervisory responsibilities, however may be required to assist newly trained staff in gaining practical experience of routine procedures.

The post holder will be expected to work on their own initiative and make decisions based on standard published procedures or in the interest of customer service, efficiency or safety.

**Main Duties & Responsibilities**
- Checks in passengers and baggage, using manual and computer systems, in accordance with airline procedures, and in compliance with DFT, IATA and CAA Directives.
- Prepares all documentation in compliance with DFT, IATA, CAA and airline requirements.
- Deals promptly with Property Irregularity Reports (PIR’s) and instigates tracing action for mis-routed baggage.
- Liaises with other agencies: Flight Dispatch, Security, Ground Services and the Fire Service to ensure on time departures are achieved.
- Completes appropriate documentation, handling of monies, credit cards and unique payments as applicable.
- To prepare the executive lounge for service by completing the tasks specified on the opening/closing duties report.
- To welcome and register customers into the executive lounge, processing entry cards and taking payment if required.
- To continuously liaise with the CSS to maintain required stock levels at all times and ensure that the correct equipment is in place for the shift.
- To ensure all food and beverage items are continuously stocked and available for all customers at all times.
- To adhere to the Service Level Agreements (SLA’s) in place with individual airlines.
- To ensure that the correct cleaning is carried out on a daily/weekly basis.
- To complete daily reports and administration duties.
- To report any loss/breakages or shortages in equipment as well as reporting any dangerous, damaged or faulty equipment and accidents which may occur.
- Follow all procedures and processes to complete tasks in compliance with operational targets, safety requirements and standard operational processes and to have sound knowledge of the company’s safety reporting system (OSHENS) to maintain a safe environment at all times.
- To pass on feedback to the CSS from customers and to feedback any areas of concern relating to customer satisfaction that may occur during service and to have sound knowledge of the company’s complaint handling procedure.
- Provides assistance to all passengers to the highest standard of customer service at all times, especially in the event of delays, cancellations and diverted flights
- Any other ad-hoc duties within the Customer Services department as directed by the CSS or management team which may include accessing airline check-in and reservation systems.

**Assignment/Source of Work**

The post holder will receive instructions from the CSS but will also be required to be self-motivating as some of their working day may consist of lone working.

The main source of work is generated by airlines / aircraft operators using Norwich Airport who request handling assistance for passengers travelling on their flights. These operators may be scheduled, charter or private service providers using fixed or rotary wing.

**Contacts & Relationships**

Contact with a wide variety of internal departments at the airport including: Security, Ground Services, Flight Dispatch, Fire Service, Parking Services, Cleaners and Caterers. Also liaises with other airport management in the absence of a more senior member of staff within the department.

External contacts include: Airline operators, Courier Services, Tour Compan

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