Assisted Travel Coordinator
Birmingham Airport is the UK’s seventh largest with 30 airlines serving over 120 destinations direct and onwards to over 400. Prior to the Covid-19 pandemic 13m customers a year flew in and out of BHX. Going forward we project growth to more than 18m customers a year by 2033 – by which time we will be connected to central London by HS2 trains in just 37 minutes and aim to have become a net zero carbon airport.
Our purpose is: Proud of Every Journey. That means everyone at the airport and the 100 organisations operating on the airport site, taking pride in getting customers safely, punctually, and comfortably from A to B.
By creating a kind, values-driven environment where everyone feels empowered to bring their best to work, we will retain and develop our people – and deliver on our purpose. Our seven pillars, Growth, Customer, Neighbour, Efficiency, People, Safety & Security and Carbon, support the strategic output of the company.
Our values – Curious, Dedicated, Inclusive, Respectful & Supportive guide how our colleagues treat each other as we serve customers with safety & security as our top priority.
Summary of the role
Reporting to the Accessibility Operations Manager you will be a key role in our Assisted Travel product and ensure we continue to be ‘Proud of Every Journey’ whilst supporting three of our core pillars; Customer, Efficiency and Safety & Security. You will have a direct impact on our ongoing compliance with European assistance service targets, regulated by the Civil Aviation Authority.
You will be an ambassador for our Assisted Travel product and you will always promote our brand values to deliver a world class assistance experience to both disabled and non-disabled customers. You will look for opportunities to enhance their experience and ensure they have smooth, safe and enjoyable journeys through our airport. You will be able to fulfil both the Help Desk and Airside Task Allocation functions as required by the operation.
Main Duties and Responsibilities
1. Control the Assisted Travel operation through our dedicated task planning system and be responsible for co-ordinating a team of up to 50 operational assistance staff at any one timeTake ownership of the service’s daily performance, striving to maintain the airport’s Key Performance Indicators for this areaUndertake dynamic, operationally critical decision making in a high pressure environment to ensure Customers receive an exceptional, safe assistance experience and Airline On Time Performance is protectedCheck-in and engage with departing customers to understand their needs and offer a tailored assistance plan for their journeyHost key areas within the terminal to answer customer queries, support their needs at that point and aid operational decision making through effective communication with colleaguesProactively and assertively engage with the Assisted Travel Third Party Contractor, both with operational staff and their Management teamUndertake administrative duties to support a safe operation including briefing customers in the use of complimentary mobility scooters, completing regulatory Electric Mobility Aid paperwork and completing shift / incident reportsDeliver exceptional Customer Service face to face, by telephone and by email to our customers and external stakeholdersProfessional hosting of the Assisted Travel Help Desk which is the first point of contact for departing customers needing assistanceControl the customer flow within the operation through effective allocation / assignment of tasks to the Third Party Contractor to ensure waiting times remain within KPI targetsRemain professional and courteous at all times, displaying high levels ofCustomer Service to ensure their passage through the airport is positiveEnsure all Health & Safety responsibilities are adhered to and maintain compliance with best practices and legal requirementsEnsure the Third Party Contractor and other stakeholders maintain Health & Safety policies and procedures at all times, raising Near Miss reports through the safety reporting system as necessaryActively promote Equality and Diversity by creating an inclusive culture for the team. Consistently treat colleagues with courtesy, demonstrate emotional intelligence and respect.Be an active participant in collaboration projects / workshopsTo carry out such other duties commensurate with the grading of the post which may be determined from time to time, including manual handling.
Interviews will take place on Monday 15th July, for a start date potentially as early as 29th July,