Who we are
At Skytanking, we take pride in enabling our customers to make the right connections at the right time. We believe that small details, improvements, and investments make a collective difference for our customers, employees, partners, and the world we live in.
If you want to be part of this service, putting our customers at the centre of what we do, we would love to hear from you about joining our team.
As part of the Front of House Team, you will assist the Passenger Services Manager to ensure that the service delivered to our customers is consistently professional and of an exceptionally high standard.
All processes must be performed smoothly, timely, and accurately. You should demonstrate a hardworking, adaptable attitude and thrive in a busy workplace.
Your tasks
Key Responsibilities
* Complete processes and activities in accordance with CAA, DfT regulations, Airline(s), Airport(s), and company procedures.
* Ensure the overall Passenger experience handled by Skytanking Limited is of an exceptional standard at all times.
* Complete check-in and boarding processes for passengers and their baggage, following European Aviation Safety Agency and CAA regulations, and airline policies.
* Provide and maintain excellent customer service standards.
* Work cohesively as part of the team to maximize cooperation, efficiency, and effectiveness.
* Communicate effectively with other departments to enhance cooperation and operational efficiency.
* Read memos/station instructions at the start of each shift to stay updated on relevant changes.
* Handle customer complaints/problems at the source when possible, keeping management informed.
* Meet targets/SLA/KPI set by the airline(s) or Skytanking Ltd.
* Report incidents/accidents involving customers, staff, equipment, or aircraft immediately to your line manager.
* Complete all paperwork and administrative duties promptly and forward relevant information appropriately.
* Check that all equipment, such as wheelchairs, conforms to health and safety standards.
* Ensure work areas like check-in desks, ticket desks, and gates are safe and report faults.
Your profile
Skills, Knowledge, and Expertise
* A desire to deliver exceptional customer service.
* Effective communication and relationship-building skills.
* Ability to handle difficult people effectively.
* A proactive approach to teamwork.
* Accuracy and attention to detail in both theoretical and practical tasks.
* Ability to work independently using initiative.
Core - English and Maths GCSE or equivalent grade C or above
Desirable - Recognised customer service training
Desirable - Knowledge of airline systems and procedures
Desirable - Airport work experience in a customer-facing role
* Meet or exceed all airline service level agreements.
* Meet or exceed all key performance indicators.
* Promptly and honestly address performance variances to maintain the integrity of Skytanking Group.
* Maintain high performance and attendance standards.
* Comply with all regulatory bodies, HSE, airline, airport, and company procedures.
* Present a high standard of personal appearance, adhering to uniform standards, and behave professionally.
* Perform tasks efficiently and accurately within time constraints.
* Execute all tasks safely and accurately within defined timeframes.
We Offer You
* Company pension
* Cycle to work scheme
* Employee discounts
* Free parking
* Health & wellbeing programmes
* Referral programmes
About Us
Skytanking has been providing aviation-related services since 1999. Our services include aviation fueling, ground handling, tank farm and hydrant management, infrastructure investments, and engineering services. We serve airlines, airports, and oil companies. With over 3,000 employees, we refuel an aircraft every 25 seconds on average at more than 93 airports across 15 countries. Skytanking is a subsidiary of PrimeFlight Aviation Services Inc., employing around 8,000 people at over 220 airports.
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