Airport Assistance Coordinator

1 week ago

Birmingham, Birmingham, United Kingdom Birmingham Airport Full time

Assisted Travel Coordinator

Birmingham Airport is a major transportation hub, serving over 120 destinations directly and onwards to over 400. With a projected growth of more than 18m customers a year by 2033, we aim to become a net zero carbon airport.

Our purpose is to ensure every customer has a safe, punctual, and comfortable journey. We achieve this by creating a kind, values-driven environment where everyone feels empowered to bring their best to work.

Our seven pillars - Growth, Customer, Neighbour, Efficiency, People, Safety & Security, and Carbon - support our strategic output. Our values - Curious, Dedicated, Inclusive, Respectful, and Supportive - guide how our colleagues treat each other and serve customers with safety and security as our top priority.

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.
  • Deliver exceptional Customer Service face-to-face, by telephone, and by email to our customers and external stakeholders.
  • 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.
  • 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.

Requirements

  • Professional hosting of the Assisted Travel Help Desk, which is the first point of contact for departing customers needing assistance.
  • Ensure the Third Party Contractor and other stakeholders maintain Health & Safety policies and procedures at all times.

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    Birmingham, Birmingham, United Kingdom Birmingham Airport Full time

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