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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 environment.
If you want to be part of this service, putting our customers at the center of what we do, we would love to hear from you about joining our team.
Working in 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 hard-working, adaptable attitude and thrive in a busy workplace.
Your tasks
* Complete processes and activities in accordance with CAA, DfT regulations, and airline, airport, and company procedures.
* Ensure the overall passenger experience handled by Skytanking is of an exceptional standard at all times.
* Manage check-in and boarding processes for passengers and baggage, following European Aviation Safety Agency, CAA regulations, and airline policies.
* Provide and maintain excellent customer service.
* Work cohesively with the team to maximize cooperation and operational efficiency.
* Communicate effectively with other departments to enhance cooperation and efficiency.
* Read memos/station instructions at the start of each shift to stay updated on relevant changes.
* Handle customer complaints/problems at the source where possible, informing line management as needed.
* Meet targets/SLA/KPI set by airlines or Skytanking.
* Report incidents/accidents involving customers, staff, equipment, or aircraft immediately to your line manager.
* Complete all paperwork and administrative duties promptly, forwarding relevant information appropriately.
* Check and ensure all equipment, such as wheelchairs, conform to health and safety standards.
* Maintain safe working areas, report faults promptly.
* Meet or exceed airline service level agreements and key performance indicators.
* Promptly address performance variances to maintain the integrity of Skytanking/Primeflight Group.
* Maintain high performance and attendance standards.
* Comply with all regulatory bodies, HSE, airlines, airports, and company procedures.
* Present a high standard of personal appearance, adhering to uniform standards, and behave professionally at all times.
* Perform tasks efficiently and accurately within defined time constraints, ensuring safety and quality.
This role is for a 30 hpw position.
Your profile
* A desire to deliver exceptional customer service.
* Effective communication and relationship-building skills.
* Ability to handle difficult situations and problem-solve effectively.
* A proactive approach to teamwork.
* Attention to detail in both theoretical and practical applications.
* Ability to work independently using initiative.
* English and Maths GCSE or equivalent Grade C or above.
* Desirable: Experience in an airport customer-facing role.
* Desirable: Knowledge of airline systems and procedures.
* Desirable: Completion of a recognized customer service training program.
We offer you:
* Cycle to Work scheme
* Employee Assistance Programme
* Employee Forums
* Life Assurance
* Uniform provided
* Pension scheme
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