Permanent Role
Location: Birmingham Airport.
Hours: 42 hours per week with a 4 on 4 off shift pattern, varied shifts.
Pay: £13.00 per hour.
Are you looking for a new and exciting role? Join our team at Birmingham Airport as a Lead Agent – a customer service specialist who not only excels in the highest level of customer service but also has expert knowledge in the WJ product offered at BHX. The staff member purposely wears a stand‑out uniform to create a focal point and to be easily visible to staff, airlines, and passengers.
About The Role
As a Lead Agent, you will be responsible for:
* Plan and lead the smooth offload/on-loads of all high volume PRS flights at BHX
* Offer mentoring to new or inexperienced agents within the operation
* Oversee high‑profile or complex PRS passenger requests
* Act as a continued airside presence and first responder for airlines and PRMs issues as they arise
* Read the daily brief to CCAs and ensure up‑to‑date knowledge of any operational or terminal changes
* Promote and audit CCAs performance and practice, ensuring best practice is always promoted
* Ensure that operations control is updated on progress by use of PDAs; milestones must be updated accurately at each point of the journey
* Perform Customer Care Agent (CCA) duties as directed by operations control
Why Join Us?
* Annual leave entitlement of 5.6 weeks
* Lifestyle benefits – mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme
* Learning & Development – progression encouraged, eLearning courses, on‑site training, apprenticeships, and in‑house training courses
* Health and wellbeing – life assurance scheme, access to mental‑health support specialists
* Access to an Online GP for you and your dependents
* Financial support
* Discounts on hundreds of retail sites
What We Are Looking For
* Previous airline and/or airport experience (desirable, not essential – full training provided)
* Ability to speak, read and write in English to adhere to company notices, staff briefings and individual instructions (affecting working duties)
* Self‑motivated and reliable with a conscientious approach to safety and security aspects of the role
* Excellent communication skills with an empathic nature
* Demonstrated excellent customer service
* Basic IT skills
* Understanding of accurate reporting and navigation of operational systems to record passenger information, milestones, and allocate tasks to Customer Service Agents
* Ability to think and act quickly in emergencies or under pressure
* Ability to deliver clear verbal and written reports where necessary
Wilson James is an equal‑opportunity employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion or belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James’ commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability
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