Customer Services Assistant

Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.

We are currently seeking enthusiastic individuals to join our team as a Customer Service Agent at one of the UK's busiest airports - Heathrow

Working as a member of the Assistance Team, you will be responsible for delivering customer service excellence to every passenger requiring support (PRS), passengers with Hidden disabilities or those requiring assistance due to mobility restrictions. You will provide assistance to passengers requiring support from the aircraft seat through the terminal building and to their onward travel and from the terminal building to the aircraft seat.

As a Customer Care Agent, you will play a pivotal role in supporting the airport operation and will be responsible for ensuring a positive experience for all passengers between the terminal and the aircraft.

The purpose of this role is to deliver the highest level of customer service at all times and to ensure a positive customer experience for our passengers. You will utilise company equipment as supplied and trained to fulfil this role.

Join us as a Customer Service Agent where you will be able to explore a world full of opportunities working here at the Airport. You will be meeting people from all over the world, where you will be part of the most vital part of these passengers' journeys, by making sure they get to their destination safely.

**What do you get from us**:

- **The Role** - full time hours, 5 on 3 off shift pattern (shifts will cover early, mid, and late shifts between the operational window of 0430 and 2330)
- **Pay**: £12.08 per hour
- **Company Sick Pay**:

- **Annual leave entitlement of 5.6 weeks**:

- **Company Pension Scheme**:

- **Life Assurance Scheme**:

- Access to an **Online GP Service** for you and your dependents
- **Learning & Development** - we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.
- **Health and Wellbeing** - access to mental health support specialists

**The Role**

Exciting and rewarding, a typical day in the life as a Customer Service Agent
- Assist special assistance passengers through the terminal to and from the aircraft and assist with the transfer into their seat or wheelchair through safe manual handling techniques.
- Being professional, polite and courteous at all times.
- Perform Customer Service Agent (CSA) duties as directed by Control. Escorting arriving and departing special assistance passengers (along with accompanying family as necessary) through the airport either on foot, by wheelchair or electric buggy/ caddy as depicted by their categorisation.
- Providing assistance with the PRS baggage.
- Completing the Daily Equipment Check Sheet, to maintain the operational reliability of the equipment, reporting where necessary, any equipment defects in line with the equipment inspection procedure.
- Ensuring that wheelchairs and buggies are always clean and tidy.
- Ensure that Centralised Control is updated on progress by use of IT handsets.
- Ensure that all necessary paperwork is completed legibly and submitted in a timely manner.
- Any additional reasonable duties, as assigned by operational management.

**What are we looking for?**

We are looking for people who are passionate about helping others and keeping those around you both safe and secure.
- Must be able to lift passengers in accordance with manual handling guidelines
- Must be able to push passengers in wheelchairs, in accordance with manual handling guidelines and full training
- Must be able to assist passengers with their bags, lifting as required and in accordance with manual handling guidelines
- 5-year checkable history.