Overview
Job Title: Customer Service Agent
Location: Birmingham International Airport
Contract Type: Part Time, Permenant
Hours: 25 hours per week
You must be fully flexible, as you will be required to work any 5 out of the 7 days. (shifts are between the hours of 0230hrs and 0030hrs)
Pay: £12.41 per hour
About the Role:
To provide all necessary and required passenger/customer services as contracted by the customer to include but not be limited to reservations, ticketing, baggage processing, terminal/gate check-in, jet way operation, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.
Responsibilities
1. Inspect and verify passenger documentation
2. Issue boarding passes and reschedule passengers affected by flight interruptions or
cancellations
3. Manage passenger baggage processing including handling and fee calculation if applicable
4. Assist passengers as needed through arrival and check in processes including support for
passengers with special needs such as unaccompanied minors (UM), VIP passengers and
passengers needing wheelchair assistance
5. Direct passengers through Customs, Immigration, and Quarantine, as required
6. Make public address announcements as required
7. Assist Ramp Service Agents to ensure that wheelchairs, strollers and gate checked bags
(cleared through security) are made available for loading upon departure and delivery to
passengers upon arrival
8. Comply with all federal, state, municipal, airport authority and carrier security
requirements and Swissport SOPs and policies
9. Operate equipment to include the jet way, computer keyboards, and carrier specific
reservation/ ticketing software
10. Ensure deployment of the Corporate QHSE Manual
11. Produce all required, work-related documentation
12. Follow training and rules, apply correct procedures and use personal protective equipment
as instructed.
13. Only perform tasks for which they are trained for. If in doubt, colleagues shall stop the
action and seek advice from the Duty Manager.
14. Share personal Health & Safety, Environment knowledge with others.
15. Report any incident, near miss, unsafe act or condition according to this manual. In case of
doubt stop the task and consult superior for guidance.
16. Perform duties conscientiously, without putting themselves, others, or the environment at
risk
17. Other duties as assigned
Qualifications
Qualifications:
18. GCSE eqivalent in Maths and English.
19. Prior experience in customer service, hospitality, or related fields is advantageous.
20. Excellent communication skills, both verbal and written, with proficiency in English; additional language skills are a plus.
21. Ability to work efficiently in a fast-paced environment while maintaining composure under pressure.
22. Flexibility to work various shifts, including weekends, holidays, and evenings, based on operational needs.
23. Demonstrated problem-solving abilities and a proactive approach to resolving issues.
24. Attention to detail and accuracy in handling passenger information and ications and Competencies
25. Ability to follow processes and procedures and apply flexible approach when required
26. Must be able to type and learn airline specific computer reservation/ ticketing software
Benefits:
27. Access to Employee Assistance Programme and wellness initiatives.
28. Comprehensive training and development programmes.
29. Free onsite parking whilst at work
30. Rota is issued 28 days in advance
31. Employee discounts on travel and retail products.
32. Retirement savings plan with employer contributions.
33. Career advancement opportunities within the aviation industry.
About the company:
Swissport is an award winning, leading provider of ground and air cargo services, dedicated to delivering efficient and reliable solutions to airlines and airports worldwide.
Join Swissport and become part of a dynamic team dedicated to delivering excellence in customer service and aviation operations.
Swissport is an equal opportunity employer committed to diversity and inclusion in the workplace.