Description About the role The main purpose of the role will be focused on providing ground handling services for passengers with reduced mobility, passengers with hidden disabilities and passenger requiring support in line with Regulation (EC) No 1107/2006. This role will also be responsible for coordinating and supporting passenger arrival and departing processes. This role will form part of the Passengers Services department where the highest service delivery standards are expected at all times, promoting our culture, brand and ethos to succeed at every step of the customer journey. An airport environment is different to any other and you will be rostered to work to an agreed shift pattern between 0500 to 2200. The hours and days worked are subject to change throughout the year. They may also change at short notice due to operational reasons e.g., flight schedule changes, delays, diversions or additional movements. The role requires outside duties, escorting passengers in all weather conditions. What you'll be doing • Providing assistance to passengers with reduced mobility, hidden disabilities and unaccompanied minors in accordance with EC1107/2006 and airline and airport procedures. Ensuring a personalised service by capturing accurate passenger information, while being flexible and sensitive to any changes in their requirements. • Support the Ground Operations Manager in yearly events to support the Assistance product and meet CAA CAP1228A requirements. Maintaining daily reporting processes in line with ECAC and local airport processes. • To assist hosting front of house activities such as supporting passengers with travel documentation and being prepared for security and aircraft boarding. Assisting arriving passengers with the marshalling from the aircraft for domestic and international flights and providing support for compliance with UKBF, Police and Special Branch protocols. • Where required provide physical assistance by lifting passengers into and out of aircraft seats using aids as appropriate. • To provide assistance to all passengers to the highest standard of customer service, maintaining these service delivery standards in the events of airline disruption, in accordance with airline and airport procedures. Obtaining the latest flight information from the Airlink system and appropriate use of the public announcement system and handheld radios and maintaining accurate records on the Airlink system and application. • To support passengers in accordance with airline procedures for lost/damaged baggage using SITA World Tracer system and coordinating facilitating communications between passengers and airlines. • Maintain all areas of the landside and airside environments in meeting H&S requirements, completing equipment safety checks, supporting passenger flows and resources required for the operational day. • Promote and maintain a safe working environment following standard operating procedures at all times in line with the company safety management system as detailed within Aerodrome Manual Part B – Safety Management System. Deliver the required role within the Airports Winter Operations Policy as detailed within the Snow Plan. • To be aware of and adhere to applicable rules, regulations, legislation and procedures e.g. Equal Opportunities Policy, Code of Conduct, legislation (Health & Safety, Data Protection), regulatory bodies (Civil Aviation Authority, Department for Transport, Health and Safety Executive) • To carry out any other reasonable duties and responsibilities within the overall function, commensurate with the grading and level of responsibility of the post How you’ll be doing it Collaborative • Working with wider teams and clients to deliver success • Valuing a team approach to projects and challenges within your role • Using group resources effectively to produce results • Be an effective communicator at all times Innovative • Seeking opportunities to improve process and embracing new ideas and technology with positive change in mind • Challenging practices where progress is limited Positive • Remain optimistic in the face of change and drive forward to support growth and success • Demonstrate a commitment to the group objectives and vision and take actions accordingly Focus on Excellence/Commitment to Quality • Deliver value and service to customers, both internally and externally • Ensure quality underpins approach, methods and results • Stay up to date with best practice and align your approach accordingly • Take a strategic approach towards your work, ensuring it delivers value to the group as well as our customers • Consistently deliver results to a high standard • Ensure safety is at the centre or your operational approach Trust • Build brand reputation by honouring agreements, appropriately managing expectations and being open and honest in all interactions • Value the knowledge and experience of your teams in delivering a great service • Empower your teams to succeed and be empowered to make a positive influence within the group Leadership (if applicable) • Lead by example at all times and deliver best practices • Support the ongoing development of your teams and actively engage in performance management behaviours • Inspire commitment and engagement in your teams • Take accountability for your team and yourself Qualifications The following qualifications and experience are essential: • Dealing with the public, in a face-to-face customer service-related position • Ability to work well within a team • Proactive in using own initiative to deliver and maintain service delivery standards • Good basic education standards to GCSE level, especially English and Maths Grade C and above. • Computer Literate • Customer Service qualification, Level 2 or equivalent • Extremely well presented and of smart appearance • Good oral, numerical and organisational skills • Positive attitude with a willingness to learn • Extremely flexible • Ability to remain calm and methodical in stressful situations • Computer literate and be competent in the use of Microsoft office products, including Word, Excel, PowerPoint, use of internet and intranet • Ability to obtain an airside driving permit with comprehensive medical • Means of transport to meet the needs of the airport business hours. • Willingness to work in a shift environment (including weekends, bank and public holidays) • Ability to provide proof of previous five years of employment history and/or non-employment history for mandatory vetting purposes. • Confirmation of the right to work in the United Kingdom The following qualifications and experience are desirable: • Dealing with passengers with reduced mobility and/or hidden disabilities • Experience in passenger moving and handling • Airport / Airline / Travel Agency experience • Health and Safety qualification, Level 2 or equivalent • Awareness in Safeguarding • Awareness in supporting individuals with hidden disabilities • Awareness of CAA and EU regulations in line with CAP 1228A • Previous experience of driving larger vehicles is beneficial Our offer to you Salary: £12.00 per hour Fixed Term until 26 September 2025 Working Hours: 21 per week, with 3 on and 3 off Base: Cornwall Airport Newquay Working with us you will have an employee benefits package that includes: Generous pension scheme with employer contribution Employee discount scheme and wellbeing events Holiday pay Investment and support in your continuous training and development Safeguarding We are committed to safeguarding the welfare of all our service users, clients and customers. This role is subject to (a basic / an Enhanced / a Standard) DBS check. If the role is working with vulnerable individuals and/or children and young people, you will be asked to complete a relevant DBS check to be successfully appointed to the role. To apply It’s really easy to apply for our roles – simply follow the link to create a candidate profile, answer the screening questions and upload a CV.