Customer Experience Officer

Leeds Bradford® Airport is one of the fastest growing regional airports in the UK, welcoming over 4 million passengers through our doors every year. We are committed to employing high quality people who are ambitious to succeed and support our exciting plans for the future, whilst delivering an outstanding service for our customers.

We understand that our employees are our most important asset when it comes to providing the best service possible to our customers. We therefore operate with a ONE TEAM mentality, to enable us to DO THE RIGHT THING and ultimately BE THE BEST in what we do.

As part of our growth plans for 2025, which will see the opening of the first phase of our brand new terminal, we are looking to recruit a number of Customer Experience Officers to help our passengers to have the best experience yet, through our airport.

**What you will work**:
**Annualised Contract**

**Shift pattern - 4 days on 4 days off**

**Flexible shifts throughout the year based on demand.**

**Leeds Bradford Airport operates a 24 hour operation but typically, shifts are**:
**Starting from 4am/6am for early shifts and from 4pm/6pm for the night shifts (flexibility is expected for varying start and finish times over a 24 hour period). This is to help manage the peak passenger flows through the security operation. During peak periods, shifts will be 12 hours long.**

***Please note all vacancies include weekends and unsociable hours and include a full training programme**

**What does annualised hours mean?**

This is new flexible contract where employees will work a 4 on 4 off shift pattern but will work variable shift times, for example in summer (10-12 hour shifts) and smaller shift times in winter (8-10 hour shifts). The monthly rate of pay will be salaried around core hours, meaning the same baseline pay each month regardless of hours worked. All draft shifts will be notified 1.5 months in advance, with final confirmation 2 weeks in advance.

**What you will earn**:
Salary £12.30 per hour/ £23, 728.91 per annum. Salary will be calculated on an average of 37 hours per week and will be paid in equal monthly instalments, regardless of set hours worked that week.

**Role Purpose**:

- The Customer Service team are a hardworking, fast paced, dynamic group and are the ambassadors of LBA®. The team’s responsibility is to create excellent first impressions of all customer journeys and leave all our customers with 100% satisfaction.
- The role specialises in transporting and moving people from all on site car parks, welcoming customers to the airport terminal, running car-parking services including the Meet and Greet service. We also deliver the Passenger with Reduced mobility (PRM) service.

**Key responsibilities within the customer experience team**

To deliver the operational activities of:

- PRM service
- Ambulift Driving and Operation
- All Car Park Operation Duties including moving of customer vehicles
- Airside Bussing
- Control Centre operation
- To project a positive and professional image of the operation to staff, customers & business partners alike.
- Assist with the journey of PRM customers at all times, ensuring SLA is met and customer service levels are high. This could be greeting the customer, moving them through the terminal, or helping the customer on and off the aircraft.
- To operate and monitor the Parking and PRM computer systems.
- To deal with customers directly by answering queries and delivering excellent customer service.
- To safely move customers vehicles and park them securely, and make sure they are back ready for collection in a timely manner.
- To ensure that you drive morale and keep a clear communication line to staff, managers, other business partners and customers
- Applicants should be flexible and available for shift work, across a 24 hour period, on a roster pattern to suit the needs of the business.

**Person Specification**:

- Due to driving responsibilities and insurance requirements, applicants must hold a full driving license.
- Fluent English language capability, both written and spoken is essential.
- Excellent customer service skills
- Attention to detail and the ability to work in a busy environment.
- Smart appearance
- Good timekeeping and punctuality
- Excellent communication with Customers, Airlines, Handling Agents and business partners
- Effective problem solver, relating to customers

**Essential Applicant Criteria:

- **
- Good computer skills
- Ability to ensure all daily tasks are complete in a given timescale
- Able to use mobile / PDA / Tablets Applications and web based programs
- Ensure full compliance to Safe Operating Procedures

For driving duties:

- Full UK Driving License, held for a minimum of 3 years
- Clean license