Lost Property Host

6 months ago

Liverpool, United Kingdom ABM Full time

**Description**:
**JOB TITLE: Lost Property Host/ Customer Care Agent**

**LOCATION: Liverpool Airport**

**SHIFT PATTERN: 25 hours per week (5 on 3 off roster pattern)**

**REPORTING TO: Supervisor**

**PAY RATE: £11.44 / Hour**

**Purpose**:
We are seeking a friendly and customer service-oriented individual to join our team as a Lost Property Host. As a Lost Property Host, you will be responsible for managing the lost property facilities and providing excellent customer service to customers in need of assistance. You will work closely with the operations team to ensure that lost property is properly recorded, stored, and returned to its rightful owners in a timely manner. You will also be responsible for maintaining accurate records of lost property and handling customer inquiries related to lost items. This role offers a great opportunity to work in a dynamic and fast-paced environment, supporting and assisting customers throughout their journey.

Furthermore, the successful applicant will be expected to carry out the role of a Customer Care Agent (CCA) within our PRM contract, this will be dependent on operational demand. The purpose of the CCA role is to assist passengers requiring special assistance throughout their airport journey

**Key Responsibilities**:
**Lost Property Host**:

- Managing the lost property facilities and ensuring all items are handled and stored correctly
- Recording and cataloging lost property items in the system
- Managing inquiries and requests from customers regarding lost items
- Returning lost property to owners, following established procedures
- Providing exceptional customer service and assistance to customers in need
- Working closely with the operations team to maintain a smooth operation

**PRM**:

- Collect passengers from their arrival point at the airport to escort them through security, passport control and onwards to their boarding gate.
- Ensure wheelchairs are replenished and well distributed throughout the terminals and storage points.
- Collect arriving passengers from the aircraft, take them through immigration, passport control and onwards to the baggage hall to identify their baggage. Assist the passengers through HM customs into the arrivals hall and with any onwards travel needs.
- Greet passengers, always ask what assistance is required, explain the process to the passenger and prepare them for airport procedures.
- Assist passengers that are transferring flights
- Communicate to the control and supervisor team recording any additional passengers.
- During delays or disruption liaise with the control and supervisor team along with airline and handling agents to ensure that passengers are kept up to date.
- Use equipment safely and professionally.
- Provide manual lifting assistance as required.
- Record progress of the passenger using the Personal Digital Assistant issued.
- Be responsible for all Company equipment issued to you on a daily basis
- Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).
- Provide legendary service to all passengers
- Wear uniform correctly

Carry out any reasonable task requested. This description is an outline of the role, and it is expected that key task will vary with the demand of our client and operation base.

**Requirements**:

- Excellent customer service and communication skills
- Strong organizational skills and attention to detail
- Ability to work well under pressure and in a fast-paced environment
- Previous experience in a customer service role is preferred
- Ability to handle sensitive and confidential information
- Knowledge of basic computer systems and software
- Flexible availability to work varying shifts, including weekends and holidays
- Ability to work well independently as well as part of a team
- Due to the hours of working, all applicants must be over 18 years of age.
- All applicants must have the right to work in the UK with documentation to support this. Must undertake a CTC (Counter Terrorist Check) and CRC (Criminal Record Check) also provide us with 5-year checkable referencing history
- Carry out any reasonable task requested

The police clearance will need to cover the full date range the applicant was in the specific country, furthermore, the police clearance needs to be obtained before the applicant attending any interview with ABM.

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