Passenger Service Agent

**Overview**
People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 200 locations in over 37 countries, across six continents. But at the heart of our business is our people. If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey.

To process passengers and handle baggage through clerical, manual, mechanical and computerized methods in accordance with Company and Airport procedures and in line with the relevant training received. To offer the highest levels of customer care and exceed passenger expectations of the airline travel and experience.
- To consistently deliver the highest possible levels of customer service at all times.
- To carry out all Ground Handling related activities as directed by the Company through its policies, procedures and training to facilitate the success of the operation in which you have been trained.
- Fully comply with all Company policies including; Health & Safety, Training, Equal Opportunities, Harassment and Data Protection.
- Adhere to and implement the Airport Operator's policies and directives.
- Check passengers tickets/conformation together with relevant identification appropriate to flight. In accordance with the relevant training received.
- Check in hold baggage and follow procedures for hand baggage whilst complying with the relevant Triple AAA procedures as set out by the DFT in accordance with the relevant training received.
- Follow procedures for passengers with regards to the acceptance of Dangerous Goods in accordance to the regulations laid down by the ICAO and IATA.
- Where required allocate seating to passengers, in accordance with the relevant training received.
- Make announcements in accordance with the relevant training received.
- Board passengers onto flights whilst complying with the Triple AAA procedures as set out by the DFT and in accordance with the training received.
- To process in a professional and confident way, passengers' questions or queries.
- New ticket sales using the Airlines reservation system.
- Issue tickets and make changes to passengers bookings when appropriate and in accordance with the relevant training received.
- Processing excess baggage or other ancillary revenue payments through the Airlines reservation system and ensuring the correct accounting of monies.
- Correctly inputting transactions into TEBS.
- Handling disrupted passengers in accordance with our Customer Airlines policies.
- Accounting of Airline documents to ensure that our Customer Airlines revenue is maintained.
- Stock taking.
- To perform duties at the sales desk, check-in and the gate in line with the Airline Operations Manual and Company Manual.
- To abide by security requirements, ensuring that all used airline and ground handling stock is secure and disposed properly. To ensure passengers are asked the correct security questions at all times.
- Abide by Company Uniform Standards.
- Represent the Company in a professional manner at all times.
- Any other reasonable duty as requested.

**Safety, Security and Compliance**

All employees have a responsibility and duty whilst at work to:

- Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
- Co-operate with their manager / supervisor in order to allow them to perform or comply with any legal requirements imposed on the company.
- Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety or welfare reasons.
- Inform their manager / supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
- Report any hazards, near misses, incidents, accidents or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in this manual.
- Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.
- Fully understand the company health and safety policy.
- Attend training courses as may be arranged by the Company.
- Engage with MORSE and follow our code principles.

**Qualifications and Experience**
- Ideally you will be able to demonstrate previous ground handling experience or alternatively previous experience with the airline/travel industry.
- Knowledge of an additional European language would be desirable.
- A good working knowledge of Airlines and Airport Regulations.
- Excellent customer service and communication skills.
- Keyboard skills.
- Must be flexible.

**Diversity**

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free