Passenger Services Agent

Prime Flight provides air carriers and airports with a wide range of aircraft, passenger, and security services to ensure the safe and reliable operation of their aircraft and the comfort of their passengers. Our team is focused on quality, safety, and providing a positive customer experience through all services offered. We strive to be a leading provider of aviation services and a strong business partner for our customers.

The Prime Flight Group has 18,000 employees in over 235 airports across the globe, Prime Flight and its network of subsidiaries, including Prime Appearance, Garsite, and Skytanking, continue to build and expand, innovating to better serve our clients.

At Prime Flight UK we take pride in our part of enabling our customers to make the right connections at the right time. We believe that it’s the small things that matter - details, improvements and investments that make a collective difference for our customers, employees, partners, and the world we live in.

If you would like to be part of this service, putting our customers at the centre of what we do, then we would love to hear from you about joining our team.

Working in the Front of House Team you will be assisting the Passenger Services Manager to ensure that the service delivered to our customers is consistently professional and to an exceptionally high standard.

All processes must be performed in a smooth, timely and accurate manner. You should be able to demonstrate a hard-working, adaptable attitude and be able to thrive in a busy workplace.

• Complete processes and activities, in accordance with both CAA and DfT regulations and Airline(s), Airport(s) and company procedures.
• To ensure the overall Passenger experience of passengers handled by Prime Flight UK Limited is of an exceptional standard at all times.
• Complete the check in and boarding process for passengers and their baggage, in accordance with European Aviation Safety Agency and the CAA regulation and in line with the Airline(s) policies, procedures and requirements.
• Provide and maintain an excellent standard of customer service.
• Work cohesively as part of the team so as to maximise co-operation leading to the efficiency and effectiveness of the operation.
• Ensure effective communication with other departments as to maximise co-operation leading to the efficiency and effectiveness of the operation.
• Ensure Memo’s/Station Instructions are read at beginning of each shift to ensure you are up to date with any changes relevant to your role.
• Deal with customer complaints/problems, at source where possible, keeping line management informed.
• Ensure within your role as an individual or member of the Front of House team you meet any targets/SLA/KPI set by the Airline(s) or Prime Flight UK
• Ensure a record of any incidents/accidents involving customers, staff, equipment & aircraft are reported immediately to your line manager.
• Ensure all paperwork and administrative duties are completed in a timely manner and relevant information is forwarded where appropriate.
• Ensure all equipment used such as wheelchairs are checked and conform to Health and Safety standards.
• Ensure all working areas such as Check in desks, Ticket desk and Gates are in safe working order and to report any faults.

We have plenty of challenge to keep you motivated, build on your current skills, and help you to grow. These will be your key responsibilities; you should recognise some of these in relation to your current skills and experience as well as some objectives that you will need training & development to achieve.

• A desire to deliver exceptional customer service.
• Effective communication and relationship building skills.
• Ability to deal effectively with difficult people.
• A proactive approach to working together.
• Accuracy in both theoretical and practical workplace applications – an eye for detail.
• An ability to work on one’s own initiative.
• Ensure all Airline Service Level Agreements are met or exceeded
• Ensure that all Key Performance Indicators are met or exceeded
• All performance variances must be actioned promptly and honestly to ensure the integrity of the Prime Flight UK.
• High…