Overview

To provide all necessary help and support to passengers as required by our customer airlines to include reservations and ticketing, passenger queries, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Responsibilities

The following responsibilities are associated with this job role:

• Assist passengers with self-service check-in kiosks
• Inspect and verify passenger documentation
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
• Manage passenger baggage processing including handling and fee calculation if applicable
• Assist passengers as needed through arrival and check in processes including support for passengers with special requirements
• Make public address announcements as required
• Assist colleagues in other areas of the airport Terminal as required
• Comply with all relevant legislation
• Comply with Swissport Standard Operating Procedures (SOP’s)
• Operate computers and specialist equipment including airline specific software
• Produce work-related documentation when required
• Maintain the highest standards of safety and security at all times
• Other duties as assigned

Qualifications

• A minimum of three GCSE’s or equivalent
• Flexible to work a variety of shifts (days, evening, nights, weekends, and public holidays)
• Ability to speak and understand the English language
• Ability to travel to the airport at times where public transport is not available
• Excellent communication skills (written and verbal)
• Proficient in computer skills and able to learn Swissport (or airline specific) systems
• Ability to follow processes and procedures and apply flexible approach when required
• Able to demonstrate good customer service
• Commitment to continuous improvement
• Self motivated and able to work independently
• Previous experience working in an aviation environment is desired
• Ability to speak additional languages desirable 

Career Progression 

• Satisfactory completion of three years continuous service (typically)
• Attainment of competency in all basic, intermediate and advanced tasks and duties
• Understanding and acceptance of the requirement to undertake additional duties and responsibilities associated with the seniority of this role
• Further progression / promotion - subject to successful application to job vacancies arising