Passenger Lead Agent

2 weeks ago

Horley, United Kingdom ABM Full time

**Description**:
**JOB TITLE: Passenger Service Lead**

**REPORTING TO: Duty Officer**

**LOCATION: Gatwick airport RH6 0NP**

**CONTRACT: Permanent**

**HOURS: 37.5 hours per week**

**PAY RATE: £12.30 PER HOUR**

**ROLE OVERVIEW AND PURPOSE**

Provide high visibility leadership of the passenger team representing the brand seamlessly from ground to air. Ensure delivery of a flawless customer experience and instil a focus on quality throughout the team.

**KEY RESPONSIBILITIES**
- Reporting daily into the Passenger Service Duty Officer
- Allocation of agents to the check in area and boarding gates for Red Handling customers
- Overseeing and supervising the check in areas
- Being the point of contact on the day for any issues/ queries for Red Handling customers
- Responsible for monitoring flight closures and gate closures
- Ensuring all Service level agreements are met and maintained on the day
- Responsible for monitoring of ancillary revenue at check in and at the gate
- Working alongside the duty team to assist any shortfalls in the team
- Flexibility with your rostered shift pattern and coverage
- Having the ability to work in a team and on your own

**REQUIRED SKILLS AND EXPERIENCE**
- A strong leader, setting the example and able to motivate and inspire your team to achieve best results
- Quickly adaptable to changing priorities and challenges
- A safety ambassador, ensuring the highest standards of safety and security are upheld at all times
- An outstanding communicator, able to tailor style to your team, customers and other parties as required
- Able to solve problems to avoid or minimise impact on the operation
- Manage your team’s workload, escalating issues when necessary and reacting quickly and effectively to unplanned activity

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