Customer Care Agent

2 months ago

Hounslow, United Kingdom Wilson James Full time

Are you looking for a role that is genuinely rewarding and gives you the chance to make a real difference to peoples' lives? Are you always happy to help and passionate about customer service? If the answer is YES, then this could be the ideal role for you:
- **We are currently looking for Customer Care Agents to join us at Heathrow Airport.**

Working as a member of the Assistance Team, you will be responsible for delivering customer service excellence to every passenger requiring support (PRS), passengers with Hidden disabilities or those requiring assistance due to mobility restrictions. You will provide assistance to passengers requiring support from the aircraft seat through the terminal building and to their onward travel and from the terminal building to the aircraft seat.

As a Customer Care Agent, you will play a pivotal role in supporting the airport operation and will be responsible for ensuring a positive experience for all passengers between the terminal and the aircraft.

The purpose of this role is to deliver the highest level of customer service at all times and to ensure a positive customer experience for our passengers. You will utilise company equipment as supplied and trained to fulfil this role.

**Main Duties**:

- Assist special assistance passengers through the terminal to and from the aircraft and assist with the transfer into their seat or wheelchair through safe manual handling techniques.
- Being professional, polite and courteous at all times.
- Perform Customer Service Agent (CSA) duties as directed by Control. Escorting arriving and departing special assistance passengers (along with accompanying family as necessary) through the airport either on foot, by wheelchair or electric buggy/ caddy as depicted by their categorisation.
- Providing assistance with the PRS baggage.
- Completing the Daily Equipment Check Sheet, to maintain the operational reliability of the equipment, reporting where necessary, any equipment defects in line with the equipment inspection procedure.
- Ensuring that wheelchairs and buggies are always clean and tidy.
- Ensure that Centralised Control is updated on progress by use of IT handsets.
- Ensure that all necessary paperwork is completed legibly and submitted in a timely manner.
- Any additional reasonable duties, as assigned by operational management.

**Essential Criteria**:

- Must be able to lift passengers in accordance with manual handling guidelines
- Must be able to push passengers in wheelchairs, in accordance with manual handling guidelines and full training
- Must be able to assist passengers with their bags, lifting as required and in accordance with manual handling guidelines
- 5-year checkable history.

**What we can offer you**:

- £11.39 per hour
- Full time hours - 5on 3off shift pattern (shifts will cover early, mid, and late shifts between the operational window of 0430 and 2330)
- Annual leave of 5.6 weeks per year
- Life assurance scheme
- Company sick pay
- Pension Scheme
- Access to an Employee Benefits Platform offering lifestyle savings and discounts on most high street retailers, a Reward and Recognition programme
- Employee Assistance Programme that provides a health and wellbeing support service
- As an employer of choice, we focus on wellbeing, training, and career progression
- Employee Referral Scheme

**About the Company**:
Wilson James is a leading security, construction logistics and aviation services provider with more than 5,000 employees. With in-depth sector and service expertise, we deliver solutions to clients operating across the Aviation, Construction, Corporate, Energy, Manufacturing, Maritime and Technology industries.

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