Job Details: Combined Customer Service and Ramp Agent - Kirkwall
We are seeking individuals with a positive, can-do attitude who excel in dynamic, fast-paced environments. In this combined Customer Service and Ramp Agent role, you’ll deliver outstanding service with a friendly, customer-first approach, staying calm and adaptable under pressure. A strong team player with attention to detail, you’ll work collaboratively to ensure smooth operations and on-time flights. Flexibility and proactivity are essential, as no two days are the same, and physical readiness is required for ramp duties, which involve outdoor work and handling luggage.
Key Responsibilities
1. Checking passengers in for flights
2. Ensuring security protocols are adhered to
3. Answer passenger queries when flights have been cancelled/delayed
4. Arrange alternative transport/accommodation as required
5. Baggage handling
6. Driving baggage vehicles and other ground service equipment
Skills and Knowledge
1. Be customer-focused and helpful
2. Enjoy working with the public and meeting new people
3. Have excellent communication skills
4. Be able to respond quickly and efficiently to changing situations
5. Be able to deal with difficult situations and under pressure
6. Driving license essential
Attitude
This role requires demonstration of company values and behaviours at all times, encouraging others to do so, and makes a productive contribution to the positive business culture.
Training and Experience
Previous experience in customer service (preferably in a fast-paced, high-pressure environment such as aviation, hospitality, or retail) is highly desirable but not essential, as full training will be provided. Experience in ramp operations or ground handling is an advantage, though on-the-job training will be given for all ramp duties. Basic IT skills are required for check-in, boarding, and other customer service-related tasks. Ability to pass security clearance checks, including background checks and references, is essential due to the sensitive nature of airport operations. Health and safety training related to ramp duties, manual handling, and operating machinery will be provided during induction. Full training will be provided for both the customer service and ramp aspects of the role to ensure compliance with safety standards and operational procedures.
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