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