Description About the role To provide passenger check in services, boarding processes, passenger with reduced mobility (PRM) assistance, Information desk functions and deliver highest of standards customer service to all users of Cornwall Airport Newquay. An airport environment is different to any other and you will be rostered to work to an agreed shift pattern. 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. What you'll be doing • To check in passengers and baggage, using manual and computer systems, in accordance with airline and airport procedures and in compliance with CAA and IATA Directives. • To board passengers using manual and computer systems and to undertake the role of Gate Agent overseeing the boarding process in accordance with airline and airport procedures • To undertake marshalling of passengers as part of the boarding and disembarkation process in accordance with airline, airport procedures and in compliance with UKBF, Police and Special Branch protocols. • To carry out Information desk functions inclusive but not exhaustive of car parking enquiries, using the intercom system, collect appropriate payments, arrange transport and hotel accommodation, deal promptly with Property Irregularity Reports • To complete appropriate documentation including the handling of monies, credit cards and unique payments as applicable. • Undertake training and maintain skillsets in airline operators’ policies, procedures and flight reservation systems. • To provide assistance to all passengers to the highest standard of customer service at all times, especially in the event of delays, cancellations and diverted flights in accordance with airline and airport procedures. Undertake communication processes inclusive of: - Obtaining and updating flight information from the Airlink system, delivering public announcements, and using handheld radios. • To provide assistance to passengers with reduced mobility and hidden and other disabilities in accordance with EC1107/2006 and airline and airport procedures • To assist hosting front of house activities such as assisting passengers with airline check in, being prepared for Security, Boarding, and Car Park payments. • To undertake the roles set out as Passenger Service Agents in the Airports snow plan • To assist the OCM with airport/airline emergency procedures as published in the relevant manuals. • To be aware of and adhere to applicable rules, regulations, legislation and procedures e.g., Equality and Diversity Act 2010, Code of Conduct, Health & Safety at Work Act 1974 and GDPR 2018 • To maintain confidentiality of information acquired in the course of undertaking duties for the department and wider company requirements. • To be responsible for your own self-development, undertaking training as appropriate. • To undertake other duties appropriate to the grading of the post, as required. 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 role. • Experience in resolving customer complaints and conflicts • Working in a fast paced and quick changing environment • Ability to work with minimum supervision but also part of a team • Good basic education standards to GCSE level • Customer Service qualification Level 2 or equivalent • Excellent IT skills – including a high proficiency in the use of Microsoft Office, specifically Word and Excel • Extremely well presented and of smart appearance • Highly motivated and enthusiastic • Extremely flexible • Ability to work to specified guidelines at all times • Ability to remain calm and methodical in stressful situations • 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: • Airline/Airport/ Travel Agency experience • Assisting people with reduced mobility and hidden and other disabilities • Sales experience • A second language • Travel and Tourism qualification Level 2 or equivalent • Level 2 Health and safety qualification • Awareness of GDPR legislation Our offer to you Salary: £12.00 per hour 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