Customer Services Agent

4 days ago

Hounslow, United Kingdom HeathrowAcademy Full time

Wilson James are currently seeking Customer Services Agents to join them at Heathrow Airport.

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 Service 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.

Main Duties:

- 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.
- Provide assistance with the PRS baggage.
- Complete 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.
- Ensure 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.

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