We're Always Aiming High, leading the way and having pride in what we do. Following approval of our 12mppa planning application, Bristol Airport has an unprecedented period of change ahead with capital investment of £400m+. The ultimate vision – to be everyone's favourite airport, delivering a future we can be proud of. It's an incredibly exciting time for Bristol Airport, and we are looking for Terminal Operation Assistants to join us on this exciting journey.
This is a truly unique, varied and multi-faceted role, sitting right at the heart of Airport operations, where you'll face different challenges every day. We're looking for forward thinking people, who can adapt to an ever-changing environment. This role would suit someone who can thrive under pressure and is an excellent communicator. The ability to build rapport quickly, engaging with internal and external customers coupled with the ability to multitask and manage multiple priorities is essential for this role.
You'll collaborate with colleagues across the airport and representatives of our many business partner companies to ensure that all customers using Bristol Airport experience a seamless and safe journey and their experience with the Airport is the very best it can be.
There are some important things to know before you apply. The role is shift based, meaning you'll work 12-hour shifts from 6:30am – 6:30pm 12-hour night shifts from 6:30pm-6:30am. Bristol Airport is a operation, so at times you may work weekends & bank holidays if your shifts fall on these days. Please be mindful of this before submitting your application.
About the Role:
You'll be working in a varied role, with a 20:80 split between customer facing service-based activity and control room-based systems and process management activity.
* On the service side, this involves working in the terminal and engaging face-to-face with customers, answering queries, helping them find their way around, providing special assistance, responding to emergencies, solving problems, managing complaints, managing queues, and ensuring all our customers have a great airport experience
* You'll prioritise taking a proactive role in ensuring the health & safety of customers, colleagues, partners and volunteer patrons at all times, and ensuring smooth and uninterrupted passenger flow throughout the terminal
* You'll deal with customer queries and providing support over the phone, via email and on social media using the Hootsuite social media management platform
* In the control room, the role involves using, monitoring and responding to a range of different systems such as access control, fire alarms, baggage handling, public address, emergency comms, CCTV, building management, fault logging and queue monitoring
* You'll be the initial point of contact for emergency situations and will initiate the response
* Additionally, you'll be collecting and collating data, producing regular reporting on key metrics such as health & safety, accidents and near misses, current operational status, customer flow and congestion, while allocating resources in real-time to address immediate challenges, and monitoring performance against targets
About You:
We're more interested in transferrable skills, aptitude, attitude and character than specific work experience. However, a background in a highly structured, regulated, health & safety driven or control centre managed environment would be highly advantageous
* Commitment to working in a process driven, structured environment where rules and procedures, particularly around health & safety and security, must be followed without exception and without cutting corners is critical
* Experience of working with multiple and varied IT systems and using these to gain accurate data to inform decision making, is important
* Customer focused, with a drive to give customers the very best possible experience, the ability to manage queries and complaints calmly and effectively face to face, over the phone, via email, and using social media
* Calm and decisive under pressure, resilient, highly adaptable, able to multi-task, and able to juggle multiple challenges at once in a busy environment
* Good situational awareness with the ability to read a situation and make the right judgement on how to respond
* Organised, logical and structured approach to work, with incredible attention to detail and strong planning and time management skills
* A real team player, able to build close and lasting relationships with colleagues, and work collaboratively within a small, focused team
Why join us?
We are a modern airport, defined by great people who are skilled, passionate and dedicated to providing great service with a relaxed and friendly style. We are proud to be an equal opportunity employer - our passengers come from all walks of life and so do our colleagues – it is this blend of talents, focus and passion makes us extraordinary.
We offer a competitive rewards and benefits package including:
* 25 days annual leave (increasing to 29 days with length of service)
* Company bonus scheme
* A free on-site gym, plus private medical insurance with Bupa
* Group Life Assurance cover and sick pay policy from day one
* Free on-site staff parking and subsidised public transport
Find out more about our benefits here: Rewards and Benefits at Bristol Airport | Bristol Airport Jobs | Bristol Airport
Job Types: Full-time, Permanent
Pay: £30,936.91 per year
Benefits:
* Bereavement leave
* Company pension
* Cycle to work scheme
* Employee discount
* Free flu jabs
* Free parking
* Life insurance
* On-site gym
* On-site parking
* Referral programme
* Sick pay
Education:
* GCSE or equivalent (preferred)
Experience:
* Customer service: 1 year (preferred)
* Administrative experience: 1 year (preferred)
Language:
* English (preferred)
Licence/Certification:
* Driving Licence (preferred)
Work Location: In person