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Terminal Operations Assistant
  • United Kingdom - England - Bristol -
2 years ago
Administration Assistant
Fixed term
Job Description
  • You’ll be working in a really varied role, 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 be prioritizing 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 also be dealing with customer queries and providing support over the phone, via email and on social media using the Hootsuite social media management platform.
  • You’ll be demonstrating brilliant communication, active listening, empathy, energy, proactivity, great problem solving skills, efficiency, and an absolute determination to deliver great outcomes for every customer, every time.
  • On the control room side, 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.
  • You’ll also be actively monitoring radio, telephone and other communication media to provide information and assistance as required to operations teams and business partners, and coordinating initial responses to emergencies in the terminal.
  • You’ll be identifying and responding to system failures and incidents at an early stage across the terminal via diligent operation of IT systems, keeping accurate records and supporting the swift return to normal operation.
  • 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.

We’re committed to providing our employees with a broad range of rewards and benefits:

  • 25 days annual leave (increasing to 29 days with service)
  • Pension with generous employer contribution
  • Group Life Assurance (6 x salary)
  • Cycle to work scheme
  • Employee Assistance Programme
  • Performance Related Bonus scheme
  • Free on-site gym
  • Airport discounts and savings

Required Knowledge, Skills, and Abilities
  • 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. We’ve found that candidates coming from military, emergency services, operations management or transport infrastructure backgrounds tend to transition well.
  • 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. You’ll be highly IT literate with the aptitude to quickly pick up and understand how to use several different systems, so the ability to learn new technology is key.
  • Customer focused, with an absolute drive to give customers the very best possible experience, and the ability to manage queries and complaints calmly and effectively face to face, over the phone, via email, and using social media.
  • Strong verbal and written communication skills, able to deal with customers and colleagues efficiently, effectively and empathetically, delivering clear, concise and unambiguous messaging whether in person, on the phone or over email.
  • Calm and decisive under pressure, resilient, highly adaptable, able to multi-task, and able to juggle multiple challenges at once in a busy, demanding and sometimes stressful environment.
  • Good situational awareness with the ability to read a situation and make the right judgement on how to respond.
  • Organized, 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.
  • Curious with an aptitude for learning and a commitment to continuous improvement, with an appetite for being trained and developed.

Reference no: 89092

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