LOCATION: Heathrow Airport
SHIFT PATTERN: 4 on 4 off, 40 hours per week
PAY RATE: Competitive
ROLE OVERVIEW AND PURPOSE
The Lead Agent is a customer service specialist, who not only excels in the highest level of customer service, also has expert knowledge in the ABM product offered at LHR. The staff member purposely wears a standout uniform (Assistance Lead Agent Hi Vis), to create a focal point; making the staff member easily visible to staff, airlines and passengers.
KEY RESPONSIBILITIES
* Oversee the smooth offload/on load of all high volume PRS flights at LHR
* Offer mentoring to new/inexperienced agents within the operation
* Oversee high profile PRS passenger requests (for example, passengers who have previously had a poor customer experience)
* Ensure that at all times you maintain the highest standards of personal hygiene and appearance in accordance with ABM uniform standards policy
* Ensure time keeping, absence, attitude and behaviours are kept to high standards
* Responsible for reading the daily brief and ensuring up to date with any operational/terminal changes
* Responsible for reading and signing any ABM documentation when requested
* Assist special assistance passengers through the terminal to and from the aircraft door and assist with the transfer into their seat or wheelchair through safe manual handling techniques
* Be professional, polite and courteous at all times
* Perform Customer Care Agent (CCA) duties as directed by operations control, escorting arriving and departing special assistance passengers (along with accompanying family as necessary) through the airport either on foot, by wheelchair or electric buggy, as depicted by their categorisation. (If you are in possession of a valid driving licence & have received relevant training, you are expected to operate a buggy)
* Ensure that all customers are dealt with politely and efficiently, receiving assistance with the highest level of customer service in line with EC 1107/2006 and CAP 1411 regulations
* Provide assistance to any PRS passenger with their baggage
* Complete the daily equipment check sheet prior to use, to maintain the operational reliability of the equipment, reporting where necessary any equipment defects in line with the equipment inspection procedure
* Ensure that wheelchairs and buggies are always clean and tidy according to SOP’s
* Ensure that operations control is updated on progress by use of PDA. Milestones must be updated accurately at each point of the journey
* Ensure that all necessary paperwork is completed legibly and submitted in a timely manner
* Perform any additional reasonable duties as assigned by operational management, including rotating between terminals, where the need arises
* Ensure correct PPE is always worn when assisting any passenger
* Always demonstrate the highest level of customer service
* Follow correct escalation process to TDM should an issue arise
* Ensure correct process is followed should an accident occur
HEALTH AND SAFETY RESPONSIBILITIES
* Ensure work is carried out in accordance with site/department procedures and training provided
* Comply with the ABM Health and Safety Policy, procedures and protocols always
* Ensure you have received the required training prior to commencing works
* Ensure that you are working in accordance with the safe system of works, as briefed by your Line Manager
* Ensure that you are fit for work prior to reporting for duty each day
* Report any health and safety concerns to your line manager
* Once Personal Protective Equipment (PPE) has been issued, ensure that you always keep it serviceable and report any defects to your line manager
* Always ensure while at work you are wearing the correct PPE
* If you are operating machinery/plant/vehicles, you must operate safely in accordance with the instruction and training provided
* Always set a good example
OTHER DUTIES AND RESPONSIBILITIES
* Work in accordance with ABM policies, technical SOP’s and training provided
* Be aware of policy and procedures owned and changed from time to time by ABM (Employee handbook, HR processes and relevant SOPs)
* Be aware of policy and procedures owned and changed from time to time by the Client
* Positively participate in the Staff Welfare & Development Programme including Customer Service and Disability Awareness training events
* Carry out any other reasonable request as required by the Client, Line Manager (including read and sign Airfield Directives, Airfield Notices, HSEQ updates, Risk Assessments)
* Check payslips within 72 hours and report any discrepancies to ABM local payroll
REQUIRED SKILLS AND EXPERIENCE
* Previous Airline & or Airport experience is desired although not essential as full training will be provided
* You must be able to speak/read and write in English to adhere to company notices, staff briefings and individual instructions provided to you
* Self‑motivated and reliable with a conscientious approach to safety and security aspects of your role
* Excellent communication skills with an empathic nature
* Must be able to lift passengers in confined spaces, lift luggage in accordance with manual handling guidelines and be able to place hand‑luggage into and out of overhead lockers without standing on seats
* Will be required to push customers up inclines and for long distances in wheelchairs
* Demonstrate excellent customer service
* Basic IT skills
* Understand the importance of accurate reporting, having the ability to navigate the Operational systems to record passenger information, milestones and allocate tasks to Customer Service Agents where required
* Demonstrate the ability to think and act quickly in emergencies or under pressure
* Have the ability to deliver clear verbal and written reports where necessary
* Maintain a high standard of personal presentation and follow the company uniform guidelines
* Deliver high standards of both punctuality and attendance in accordance with Employee Handbook to ensure effectiveness and availability of departmental resources
* Be able to demonstrate an ability to work as part of a team
* Be able to deal calmly and confidently with all demands from the public
* Have an understanding of the principles of equality and diversity in relation to visitors’ needs
QUALIFICATIONS
* Educated to degree level (Desirable)
BENEFITS
* 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
* Mental Health support and Life Event Counseling
* Get Fit Programme
* Financial and legal support
* Cycle to work scheme
* Access Perks at Work, our innovative employee app where you can find:
o Perks: discounts, gift cards, cashback, and exclusive offers
o Life: Search for resources and tools on topics ranging from family and life to health, money and work
o Support: Online chat or telephone service for urgent support in a crisis
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
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