Assisted Travel Check-In Agent

2 months ago

Stansted, United Kingdom ABM UK Full time

JOB TITLE: Assisted Travel Check-in Agent   

LOCATION: Stansted Airport   

REPORTING TO:  Duty Manager   

SHIFTS: 4 on 4 off, days and nights, 35 hours per week

RATE:  £11.90 per hour  

OVERVIEW OF JOB DESCRIPTION    

Main Duties & Responsibilities:    

To greet and check in all assisted passengers at the passenger assistance areas ensuring that high standards of service are maintained. The Check-in agent should ensure that they provide all passengers with legendary service, assess requirements of the passenger.   

  • To operate the check-in desk (landside, airside or pre-immigration) meeting and greeting the passengers from 1st contact.   
  • Ensure that all passengers are booked into the ABM Airport Inform system.   
  • Ensure amazing customer service is provided to all assisted passengers at each point. • Ensure you fully adhere to the SLA times for all passengers in all areas   
  • Expedite a smooth transfer throughout the terminal.   
  • Ensure all passengers are in the system and closed with comments were needed.   
  • Ensure all CSAs communicate with you immediately after arriving at the Desks.   
  • Immediately report any equipment faults and record job report numbers to the  Duty Managers.   
  • Immediately report and record any injuries or accidents to yourself or customers to the Duty Manager   
  • Identify potential SLA failures and highlight to the Duty Manager.   
  • Ensure passengers are greeted respectfully.   
  • Ensure the CSA follows the correct protocol for use of all equipment.   
  • Ensure the CSA introduces themselves, asks passengers what assistance is required, explain the process, and prepare the passenger for the security part of the journey.   
  • Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).   
  • During delays or disruption liaise with the operations co-ordinator, Airlines and handling agent to    ensure that assistance passengers are kept up to date.   
  • Call Operations co-ordinators to inform them of all extra passengers.   
  • Ensure that the area is always kept clean and tidy.   
  • Ensure ongoing care and communication to all passengers within the area.   
  • Carry out any reasonable task as required.   

   

Benefits    

  • Free parking   
  • 80% subsidy on Stansted Travel card    
  • Flexible hours    
  • World Duty Free Discount    
  • Career Progression    

Person Specification:   

Essential   

  • Excellent customer service skills   
  • Strong written and spoken communication skills.   
  • A polite and professional approach.   
  • The ability to solve problems.   
  • The ability to deal tactfully with upset or angry passengers.   
  • IT skills.   

Essential Criteria for an Airside Pass   

  • To be considered for the role you will need to provide the following:   
  • Full 5 years history that accounts for all periods of employment, self-employment, unemployment and education (any gaps over 28 days must be verified)   
  • Valid photographic proof of identity e.g. passport or driving licence   
  • Valid Visa/Proof of right to work for non UK and out of EU nationals   
  • Proof of National Insurance No. (or evidence that you have applied for one)   
  • Proof of identity and address (Utility bill, bank statement, etc.)   
  • Acceptance of and willingness to undergo a Criminal Record Check (CRC)* and Airside Security Clearance   
  • Where an individual has resided 6 months or more outside the UK in the last 5 years, the appropriate clearance must be obtained i.e. Overseas Criminal Record Check (OCRC) from the country of origin   

   

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