Travel Operations Coordinator

2 weeks ago


Birmingham, Birmingham, United Kingdom Birmingham Airport Full time

About the Role

As the Travel Operations Coordinator, you will play a pivotal role in ensuring the smooth operation of our Assisted Travel product at Birmingham Airport. Working closely with the Accessibility Operations Manager, you will be responsible for coordinating a team of up to 50 operational assistance staff at any given time. Your primary goal will be to maintain the airport's Key Performance Indicators (KPIs) for assisted travel services.

Main Responsibilities

  1. Control the Assisted Travel operation through our dedicated task planning system, ensuring seamless coordination and communication with the team.
  2. Undertake dynamic, operationally critical decision-making in high-pressure environments to guarantee customers receive an exceptional, safe assistance experience.
  3. Check-in and engage with departing customers to understand their needs and offer tailored assistance plans for their journey.
  4. Host key areas within the terminal to answer customer queries, support needs, and aid operational decision-making through effective communication with colleagues.
  5. Proactively engage with the Assisted Travel Third Party Contractor, both with operational staff and their Management team.
  6. Undertake administrative duties to support a safe operation, including briefing customers on the use of complimentary mobility scooters, completing regulatory Electric Mobility Aid paperwork, and completing shift/incident reports.
  7. Deliver exceptional customer service face-to-face, by telephone, and by email to our customers and external stakeholders.

About Us

Birmingham Airport is the UK's seventh-largest airport, serving 30 airlines and connecting to over 400 destinations. Our purpose is to ensure every customer has a safe, punctual, and comfortable journey. We work closely with 100 organizations operating on-site to deliver our purpose.

Key Skills and Qualities

  • Excellent customer service skills, with the ability to work effectively in high-pressure environments.
  • Strong communication and coordination skills, with the ability to manage multiple stakeholders.
  • Ability to make dynamic, operationally critical decisions in high-pressure situations.
  • Proactive and assertive approach, with the ability to engage effectively with the Assisted Travel Third Party Contractor.
  • Excellent problem-solving skills, with the ability to think critically and creatively.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for career development and growth within the airport. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.



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