Customer Services Agent – Various Hours – Fixed Term Contract, Norwich
Job Details
* Location: Norwich Airport
* Job Category: Other
* EU work permit required: Yes
* Job Reference: dc014b875577
* Job Views: 5
* Posted: 02.06.2025
* Expiry Date: 17.07.2025
Job Description
Main Scope and Function of Job
To provide check-in, customer service desk, executive lounge, baggage, ADF and general assistance to scheduled, charter and helicopter passengers to the highest standard of customer care.
The Customer Services department provides handling services for airline and aircraft operator passengers, including check-in, seat allocation, baggage accounting, documentation checks, escort services, lost property assistance, and support for passengers with reduced mobility, unaccompanied minors, and the elderly.
The department also manages ticketing and information services on behalf of Norwich Airport and contracted airlines, including ticket sales, re-issues, and customer inquiries via face-to-face, telephone, and email.
The role involves ensuring the smooth arrival, registration, and departure of VIP and executive guests, meeting their needs, maintaining stock levels, and delivering exemplary customer service to create memorable experiences.
Shifts are flexible, including early and late hours, weekends, and holidays, with possible extension during delays or disruptions. The role requires working independently, making decisions based on procedures, and assisting in training new staff.
Responsibilities
* Check-in passengers and baggage according to airline procedures and regulations.
* Handle inquiries at the Customer Service/Information Desk via phone, email, and face-to-face.
* Prepare and manage documentation and reports, including Property Irregularity Reports.
* Liaise with other airport agencies to ensure timely departures.
* Manage financial transactions and payments.
* Prepare and maintain the executive lounge, stock supplies, and ensure cleanliness and safety standards.
* Follow operational procedures, safety protocols, and handle customer feedback and complaints professionally.
* Assist passengers during delays, cancellations, and disruptions, providing high-quality service.
* Perform ad-hoc duties as assigned by management.
Requirements
Qualifications/Education
* GCSE level education, especially in English and Maths; a second language is advantageous.
* IT proficiency.
Experience
* Customer service experience dealing with the public.
* Experience or studies in airline or travel and tourism are preferred.
Training & Skills
* Customer Service Induction, check-in procedures, security, fire safety, health & safety, PRM awareness, emergency procedures, and OSHENS reporting.
* Excellent communication, organizational skills, professionalism, adaptability, and ability to remain calm under pressure.
* Self-motivated, team-oriented, and flexible to work unsociable hours, including weekends and holidays.
Application Process
If interested, please send your CV to [email protected] by the closing date, including your preferred hours per week. The closing date is 1st March.
For further information, contact Norwich Airport Human Resources Team at the provided email address.
Norwich Airport is an Equal Opportunities Employer.
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