Airport Assistance Coordinator

1 day 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. As an Assisted Travel Coordinator, you will play a key role in ensuring that our customers receive an exceptional assistance experience.

Main Responsibilities:
  • Control the Assisted Travel operation through our dedicated task planning system and coordinate 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 treat colleagues with courtesy, demonstrate emotional intelligence, and respect.

Birmingham Airport is committed to providing a world-class assistance experience to all customers. As an Assisted Travel Coordinator, you will be an ambassador for our Assisted Travel product and will promote our brand values to deliver a seamless and enjoyable journey for our customers.

We are looking for a highly motivated and customer-focused individual to join our team. If you are passionate about delivering exceptional customer service and have a strong commitment to accessibility and inclusion, we would love to hear from you.

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