Customer Services Agent

Main Scope and Function of Job

To provide check‑in, customer service desk, executive lounge, baggage, ADF and general assistance to scheduled, charter and helicopter passengers to the highest standard of customer care.

The Customer Services department provides, on behalf of airlines and aircraft operators, a handling service for their passengers. The service provided will include check in, seat allocation, baggage accounting, checking travel documentation, escort to and from the aircraft, lost or damaged property and providing assistance to special need passengers, i.e. passengers with reduced mobility (PRM), unaccompanied minors (UMNR’s) and the elderly.

The Customer Services Department provides a ticketing and information desk service on behalf of Norwich Airport and airlines / aircraft operators who contract Norwich Handling to act as their agents at Norwich Airport Ltd. The service provided will include the sale of flight tickets, the issue of pre‑paid or pre‑booked tickets and the re‑issue of tickets for passengers whose flight details are amended at their request or through operational delays or cancellations as well as dealing with face‑to‑face enquiries as well as those received by telephone and email.

To ensure the smooth and efficient arrival, registration and departure of all Executive Level and VIP guests, proactively ensuring their needs and special requirements are met and exceeded at all times. To ensure all food and beverage items are continuously stocked and available for all customers at all times. To ensure all tables are continuously kept clean and crockery and cutlery is washed and replenished accordingly.

To create a memorable and lasting experience by delivering an exemplary level of customer service to each and every visiting customer.

Shifts are between the hours of to 7 days per week, days a year and these are subject to change at short notice due to operational reasons i.e. delays, diversions, cancellations or additional movements. This will consist of early and late shifts. The post holder may be required to stay beyond their rostered finish time during flight delays and disruption. The post holder must be available and have a willingness to work flexible hours and this includes unsociable hours, weekends and seasonal holidays.

Responsibilities / Decision Making Authority

The post holder reports to the CSS.

The post holder has no supervisory responsibilities, however may be required to assist newly trained staff in gaining practical experience of routine procedures.

The post holder will be expected to work on their own initiative and make decisions based on standard published procedures or in the interest of customer service, efficiency or safety.

• Checks in passengers and baggage, using manual and computer systems, in accordance with airline procedures, and in compliance with DFT, IATA and CAA Directives.
• Deal with telephone, email and face to face enquiries on the Customer Services / Information Desk.
• Prepares all documentation in compliance with DFT, IATA, CAA and airline requirements.
• Deals promptly with Property Irregularity Reports (PIR’s) and instigates tracing action for mis‑routed baggage.
• Liaises with other agencies :
  Flight Dispatch, Security, Ground Services and the Fire Service to ensure on time departures are achieved.
• Completes appropriate documentation, handling of monies, credit cards and unique payments as applicable.
• To prepare the executive lounge for service by completing the tasks specified on the opening / closing duties report.
• To welcome and register customers into the executive lounge, processing entry cards and taking payment if required.
• To continuously liaise with the CSS to maintain required stock levels at all times and ensure that the correct equipment is in place for the shift.
• To ensure all food and beverage items are continuously stocked and available for all customers at all times.
• To adhere to the Service Level Agreements (SLA’s) in place with individual airlines.
• To ensure that the correct cleaning is carried out on a daily / weekly basis.
• To complete daily reports and…