Summary
Based – East Midlands Airport
Part-time Permanent - Annualised
21 hours per week average –covering a 24/7 operation
The role
To provide exceptional inclusive customer service to customers, including disabled customers. Working as part of a team of up to 30 colleagues, to aid over 120,000 customers every year.
The main duties of the role include:
Providing personalised assistance to disabled customers and customers with reduced mobility, ensuring their airport experience is an effortless and enjoyable part of their holiday.
Effectively communicate and coordinate with other airport departments to facilitate a seamless travel experience for assisted customers.
Assist customers with check-in and immigration procedures, ensuring all required documents and assistance requests are accommodated.
Respond promptly and effectively to all customer inquiries, concerns, and requests, demonstrating excellent problem-solving and communication skills.
Maintain up-to-date knowledge of airport facilities, services, and relevant regulations to provide accurate information to customers. Proactively identify and address any potential issues or obstacles that may impact the travel experience of assisted customers.
What will make you successful in the role?
The ability to provide compassionate and attentive service to a diverse range of customers showing strong communication and interpersonal skills.
The capacity to work collaboratively within a team of colleagues and other airport departments to ensure a seamless travel experience.
Be able to address unexpected challenges and provide solutions promptly
Demonstrate attention to detail to make certain standards are maintained.
Be flexible to changing situations, including flight delays or equipment issues, is crucial for providing uninterrupted assistance.
Be able to perform manual tasks (ranging from pushing wheelchairs, to lifting luggage, and physical lifting and handling of people as part of a team) for long periods of time on a varying shift pattern.
We offer a permanent annualised hours contract which means you are paid for 21 hours a week. However, at peak times you may be required to work additional hours or at quieter times you may be required to work less than 21 hours a week - This does not affect your salary which is paid consistently at 21 hours per week despite the hours you may work.