Travel Assistance Coordinator

4 hours ago

Birmingham, Birmingham, United Kingdom Birmingham Airport Full time
Job Title: Assisted Travel Coordinator

Birmingham Airport is a leading UK airport, serving over 120 destinations directly and onwards to over 400. With a projected growth of more than 18m customers a year by 2033, we are committed to delivering exceptional customer experiences.

Job Summary:

We are seeking an Assisted Travel Coordinator to join our team, responsible for ensuring the smooth and safe passage of customers through our airport. As a key member of our accessibility team, you will be an ambassador for our Assisted Travel product, promoting our brand values and delivering a world-class assistance experience to both disabled and non-disabled customers.

Main Responsibilities:
  • Control the Assisted Travel operation through our dedicated task planning system, coordinating a team of up to 50 operational assistance staff at any one time.
  • Take ownership of the service's daily performance, striving to maintain the airport's Key Performance Indicators for this area.
  • Undertake dynamic, operationally critical decision making in a high-pressure environment to ensure Customers receive an exceptional, safe assistance experience and Airline On Time Performance is protected.
  • Host key areas within the terminal to answer customer queries, support their needs at that point, and aid operational decision making through effective communication with colleagues.
  • Proactively and assertively engage with the Assisted Travel Third Party Contractor, both with operational staff and their Management team.
  • Undertake administrative duties to support a safe operation, including briefing customers in the use of complimentary mobility scooters, completing regulatory Electric Mobility Aid paperwork, and completing shift/incident reports.
  • Deliver exceptional Customer Service face-to-face, by telephone, and by email to our customers and external stakeholders.
  • Professional hosting of the Assisted Travel Help Desk, which is the first point of contact for departing customers needing assistance.
  • Control the customer flow within the operation through effective allocation/assignment of tasks to the Third Party Contractor to ensure waiting times remain within KPI targets.
  • Remain professional and courteous at all times, displaying high levels of Customer Service to ensure their passage through the airport is positive.
  • Ensure all Health & Safety responsibilities are adhered to and maintain compliance with best practices and legal requirements.
  • Actively promote Equality and Diversity by creating an inclusive culture for the team, consistently treating colleagues with courtesy, demonstrating emotional intelligence, and respect.

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are passionate about delivering exceptional customer experiences and have a commitment to accessibility, we encourage you to apply for this exciting opportunity.

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