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Customer Experience Officer

3 months ago

Leeds, United Kingdom Leeds Bradford Airport Full time

Leeds Bradford**® **Airport is one of the fastest growing regional airports in the UK, welcoming over 4 million passengers through our doors every year. We are committed to employing high quality people who are ambitious to succeed and support our exciting plans for the future, whilst delivering an outstanding service for our customers.

To support the future growth of the Airport, LBA® is building an excellent one-stop customer experience from start to finish whilst maintaining exceptionally high standards.

**Role Purpose**

**Fixed term contract until 31st October 2024**

The Customer Experience Team are a hardworking, fast paced, dynamic group and are the ambassadors of LBA®. The team’s responsibility is to create excellent first impressions of all customer journeys and leave all our customers with 100% satisfaction.

The role specialises in transporting and moving people from all on site car parks, welcoming customers to the airport terminal, running car-parking services including the Meet and Greet service. We also deliver the Assisted Travel (PRM) service.

**Key responsibilities within the customer experience team**

***
- To deliver the operational activities of
- Assisted Travel service
- Ambulift Driving and Operation
- All Car Park Operation Duties including moving of customer vehicles
- Airside Bussing
- Control Centre operation
- To project a positive and professional image of the operation to staff, customers & business partners alike.
- Assist with the journey of Assisted Travel customers at all times, ensuring SLA is met and customer service levels are high. This could be greeting the customer, moving them through the terminal, or helping the customer on and off the aircraft.
- To operate and monitor the Parking and Assisted Travel computer systems.
- To deal with customers directly by answering queries and delivering excellent customer service.
- To safely move customer’s vehicles and park them securely, and make sure they are back ready for collection in a timely manner.
- To ensure that you drive morale and keep a clear communication line to staff, managers, other business partners and customers

Applicants should be flexible and available for shift work, across a 24 hour period, on a roster pattern to suit the needs of the business.

Applicant competencies required are:

- Fluent English language capability, both written and spoken is essential.
- Excellent customer service skills
- Attention to detail and the ability to work in a busy environment.
- Smart appearance
- Good timekeeping and punctuality
- Excellent communication with Customers, Airlines, Handling Agents and business partners
- Resolve problems relating to customers

Applicant Criteria:

- Good computer skills
- Ensure all daily tasks are complete in a given timescale
- Use mobile / PDA / Tablets Applications and web based programs
- Ensure full compliance to Safe Operating Procedures
- Full UK Driving Licence, held for a minimum of 3 years with no more than 3 Penalty points (This is due to the driving duties involved as a key part of this role)