Role Overview
Permanent Role
Location: Birmingham Airport.
Hours: 42 hours per week with a 4 on 4 off shift pattern, varied shifts.
Pay: £13.00 per hour.
Are you looking for a new and exciting role? Join our team at Birmingham Airport as a Lead Agent is a customer service specialist, who not only excels in the highest level of customer service, also has expert knowledge in the WJ product offered at BHX. The staff member purposely wears a stand out uniform, to create a focal point; making the staff member easily visible to staff, airlines and passengers.
Responsibilities
* Plan and lead the smooth offload/on-loads of all high volume PRS flights at BHX.
* Offer mentoring to new/inexperienced agents within the operation.
* Oversee high profile or complex PRS passenger requests.
* Act as a first responder for airlines and PRMs issues as they arise.
* Read the daily brief to CCAs and ensure they are updated with any operational/terminal changes.
* Promote and audit CCAs performance and practice and ensure best practice is always promoted.
* Ensure that operations control is updated on progress by using PDAs, updating milestones accurately at each point of the journey.
* Perform Customer Care Agent (CCA) duties as directed by operations control.
Benefits
* Annual leave entitlement of 5.6 weeks.
* Lifestyle benefits – mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.
* Learning & development – we actively encourage progression and offer various eLearning courses, progression, training while on site, apprenticeships, and in‑house training courses.
* Health and wellbeing – life assurance scheme, access to mental health support specialists.
* Access to an online GP for you and your dependents.
* Financial support.
* Discounts on hundreds of retail sites.
Qualifications
* Previous airline and/or airport experience desired, although not essential as full training will be provided.
* Must speak, read and write in English to adhere to company notices, staff briefings and individual instructions.
* Self‑motivated and reliable with a conscientious approach to the safety and security aspects of your role.
* Excellent communication skills with an empathic nature.
* Demonstrate excellent customer service.
* Basic IT skills.
* Understand the importance of accurate reporting and navigate operational systems to record passenger information, milestones and allocate tasks to customer service agents where required.
* Ability to think and act quickly in emergencies or under pressure.
* Deliver clear verbal and written reports where necessary.
Equal Opportunity Statement
Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion or belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, but each case will be assessed individually.
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