About the role
To provide passenger check-in services, boarding processes, passenger with reduced mobility (PRM) assistance, Information desk functions and deliver the highest standards of customer service to all users of Cornwall Airport Newquay.
An airport environment is different from 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 and 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
1. 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.
2. Board passengers using manual and computer systems and undertake the role of Gate Agent overseeing the boarding process in accordance with airline and airport procedures.
3. Undertake marshalling of passengers as part of the boarding and disembarkation process in compliance with airline, airport procedures, and UKBF, Police, and Special Branch protocols.
4. Carry out Information desk functions including car parking enquiries, using the intercom system, collecting appropriate payments, arranging transport and hotel accommodation, and dealing promptly with Property Irregularity Reports.
5. Complete appropriate documentation including the handling of monies, credit cards, and unique payments as applicable.
6. Undertake training and maintain skillsets in airline operators’ policies, procedures, and flight reservation systems.
7. 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.
8. Undertake communication processes inclusive of obtaining and updating flight information from the Airlink system, delivering public announcements, and using handheld radios.
9. Provide assistance to passengers with reduced mobility and hidden disabilities in accordance with EC1107/2006 and airline and airport procedures.
10. Assist hosting front of house activities such as assisting passengers with airline check-in, being prepared for Security, Boarding, and Car Park payments.
11. Undertake the roles set out as Passenger Service Agents in the Airports snow plan.
12. Assist the OCM with airport/airline emergency procedures as published in the relevant manuals.
13. 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.
14. Maintain confidentiality of information acquired in the course of undertaking duties for the department and wider company requirements.
15. Be responsible for your own self-development, undertaking training as appropriate.
16. 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, and being an effective communicator at all times.
Innovative
Seeking opportunities to improve processes and embracing new ideas and technology with positive change in mind, challenging practices where progress is limited.
Positive
Remaining optimistic in the face of change and driving forward to support growth and success, demonstrating a commitment to the group objectives and vision and taking actions accordingly.
Focus on Excellence/Commitment to Quality
Delivering value and service to customers, both internally and externally, ensuring quality underpins approach, methods, and results, staying up to date with best practice and aligning your approach accordingly, taking a strategic approach towards your work, ensuring it delivers value to the group as well as our customers, consistently delivering results to a high standard, and ensuring safety is at the centre of your operational approach.
Trust
Building brand reputation by honouring agreements, appropriately managing expectations, and being open and honest in all interactions, valuing the knowledge and experience of your teams in delivering a great service, empowering your teams to succeed and being empowered to make a positive influence within the group.
Leadership (if applicable)
Leading by example at all times and delivering best practices, supporting the ongoing development of your teams and actively engaging in performance management behaviours, inspiring commitment and engagement in your teams, and taking 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 as 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.
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