Overview
Emirates – Gatwick, England, United Kingdom. Join to apply for the Customer Service & Ticketing Lead role at Emirates.
Job Purpose
At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always fly better. Join a dynamic, fast-paced team where your ideas and relationship-building skills will directly shape the employee experience across our global workforce.
In a nutshell
Responsible for supervising the operations of the airport kiosk or ticketing desk, with the primary focus on providing exceptional customer service, troubleshooting and effective resolution of all customer inquiries. Maximise revenue through ancillary sales, including commercial products, ticketing and reservations, and Skywards program. Pro-active support for daily operations as required.
What You’ll Do
* Ticketing and Reservation – Understand travel requirements, deliver a smooth customer service experience, provide clear options, accurately handle reservations, adhere to policies, calculate fares, and complete documentation. Inform customers of passport, visa, and health requirements.
* Ancillary sales – Increase revenue by promoting airport upgrades, additional legroom options, and excess baggage services.
* Commercial Emirates Products – Maintain knowledge of all Commercial products and services and promote offerings to enhance the travel experience.
* Skywards – Understand and communicate the Skywards programme, its benefits, promotions, rules, and relevance to inquiries; conduct regular briefings to maximise awareness and participation.
* Sales Administration – Monitor and document sales activities; reconcile cash/card payments; handle and deposit cash per local regulations and EK procedures, collaborating with Finance and Administration Manager.
* Passenger Acceptance – Monitor reservation system, coordinate with other departments for special cases (unaccompanied minor, medical, etc.), and address queue management issues with the EKAS team.
* Operational disruption – Support with disruptions (rebook customers, coordinate hotel bookings, manage denied boarding, offer alternatives per EK process to retain customer confidence and loyalty).
* Airport Operations – Support EKAS operational requirements (check-in, boarding, lounge, ramp) as required to maintain service levels.
Qualifications
* A natural connector and persuader who enjoys the airport environment and delivering outstanding service
* Experienced in fares & ticketing with evidence of completing ticketing courses
* At least two years of airport experience
* At least two years of ticketing experience
You’ll have an edge if
* Demonstrated ability to drive revenue in an airport environment
* Additional language skills
* Qualifications in customer service environments
Things to consider before you apply
* Unrestricted right to live and work in the UK; please upload evidence with your application.
* Airport ID requirement, including 5-year history and DBS check.
* Shift-based role with a 4 on, 2 off roster.
Salary & benefits
Competitive basic salary with allowances including shift pay, transport and meal allowances. Annual bonus in November and a non-contractual profit share in May. Benefits include private medical insurance, health cash plan, employee assistance programmes, generous annual leave from day one, and discounted flights and hotels worldwide.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Sales and Business Development
* Industries: Airlines and Aviation
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