Customer Care Agent

**Job Title: Assisted Travel Customer Care Agent (CCA) - full time**

**Reporting to: Supervisor / Shift Team Leader**

**Location: Birmingham Airport Assisted Travel Service**

**Hours of Work**:1962 hours per annum averaging out to 37.5hrs a week on a Seasonal shifts patterns Days, lates & Nights working on Annualised hours, 10.75hr shift**patterns will range from 5 on 3 off, 4 on 4 off, 3 on 5 off** (Flexibility will be required in hours and timings to manage the different seasons of the service)**

**Salary** - £22,443.85**

**What** -**Customer Care Agent CCA to assist assisted travel passengers at Birmingham airport. This will consist of delivering assistance in any part of the airport, a few examples would be, check in, terminal (airside & landside) airfield, car parks, train station, baggage reclaim and wherever else assistance may be required to aid a passenger in their airport experience.

**Why** -**To provide a professional service to passengers with reduced mobility who require assistance at the airport.

**When** -**The CCA will work 10.75-hour shifts on 3 different seasonal shift patterns to meet service demand on an annualized hours contract. (Flexibility will be required throughout the different seasons of the service shift patterns will range from 5 on 3 off, 4 on 4 off, 3 on 5 off)

**Role Summary**

Working for MITIE as an assisted travel Customer care agent CCA at Birmingham Airport, you will assist passengers with reduced mobility and/or hidden disabilities throughout their journey at Birmingham International Airport using a variety of means to ensure they are safe and treated with dignity at all times. It will be your duty to ensure any passengers with Reduced Mobility and companions are safe throughout their journey while at Birmingham airport.

You will also be required to assist PRM's onto the aircraft, to their seat or into the MITIE vehicles or terminal buildings which involves passenger and manual handling techniques. This will include using equipment such as wheelchairs or buggies to specialist equipment such as slings, boards, sheets and hoists. The passengers experience will be at the forefront.

**MITIE Values & Culture**
- Our Diversity makes us stronger
- We go the extra mile
- Our customers' business is our business
- We are built on integrity and trust
- We are one Mitie

**Job Role/Overview**
- To assist People with Reduced mobility throughout their airport journey with passenger experience at the forefront.
- To undertake additional training to ensure continuous self-development
- Stay alert to any threats or changes within the work environment in order to take the appropriate action to reduce the chance of disruption, loss or damage.
- Use common sense and initiative by immediately involving others if a situation appears to become threatening.
- To maintain professional conduct in the face of difficult situations and challenging customers.
- Keep to schedules and demonstrate commitment to MITIE and the Client.
- To call emergency services and Communication Centre to report all incidents.
- To report all incidents and near misses to MITIE management and airfield operations.
- Follow instructions from airfield ground operations when prompted.
- Follow Birmingham airport AOI's (Aerodrome Operating instructions)
- Follow airfield processes and procedures.
- Coaching of new staff when required for on job training.
- Adhering to MITIE standard operating procedures whilst carrying out all tasks.
- Able to cope with a fast paced and vibrant airport environment.
- Excellent communication skills with an empathic nature.
- Lifting assisted travel passengers in accordance with manual handling guidelines and specialist training.

**Training**
- Satisfactorily complete a Mitie welcome induction.
- Correctly use AvTech PDA devices to record details of a passenger's journey
- Complete yearly refresher training

**Security and Health & Safety**
- Look out for, and to immediately report, any Health & Safety hazards, or potential hazards, on site.
- Stay alert to any threats or changes within the work environment in order to take the appropriate action to reduce the chance of disruption, loss or damage.
- Use common sense and initiative by immediately involving others if a situation appears to become threatening.
- To maintain professional conduct in the face of difficult situations.
- Follow and adhere to any security or health and safety training
- To call emergency services and Communication Centre to report all incidents.

**Behaviours**:
The post holder will demonstrate the below behaviours,
- Excellent communication & interpersonal skills
- Flexibility
- Innovative
- Achievement orientated
- Active Listener
- Energy and drive
- A mindset to put the passenger first and meet their needs
- Dignity & Respectful
- Customer Focused Service
- Providing Tailored Support for Individual Passenger needs

**Benefits**

We're proud to offer a great range of benefits including:

- 24/7 GP: Both