Agent, Customer Services - United Kingdom LHR (Middlesex, LND, GB)

Job Title: Agent, Customer Services - United Kingdom LHR    Level/Work Group: 42/Non-Management

Reports to: Team Leader Customer Services                           Direct Reports: N/A

Location: LHR                                                                           Hours: Part-time

Role Summary

The post holder of this role will support a group of Team Leaders and Operational Coordinators in delivering a safe and first class airport experience to our customers. The post holder will be expected to have an understanding of all areas of customer service and work flexibly across all functions. On a day to day basis, the post holder will report into and take instruction from the Team Leaders and Operational Coordinators.

Key Responsibilities & Accountabilities

Operational

• To provide a consistently high quality customer service ensuring a seamless experience at all contact points
• To perform a range of airport related duties and be prepared to support the daily operation in any capacity required in the following areas: Check-in, Gates, Transfer, Arrival, Baggage Services and ticketing (ATAC)
• To work closely with and take instructions from the Operational Coordinator responsible for the flight/work areas/shift
• To conduct relevant administrative duties e.g. ATAC, pre flight and post flight departure
• To represent AA by adhering to the uniform standards and by adopting a customer focused approach at all times
• To promote and sell AA services and products to our customers
• To attend and complete all compulsory training by given deadlines (e.g. SAI and DG)
• To adhere to and promote safe working practices all times
• To carry out any other reasonable duties consistent with the post

General

• To take reasonable care of the health and safety of self, as well as the safety of others who may be affected by his/her acts or omissions.  To co-operate with AA as far as is necessary to enable AA to comply with all relevant statutory provisions. To immediately report serious risks or concerns over safety issues
• To comply with the AA Rules of Conduct Europe & Pacific and work within the context of all Company’s policies & procedures
• To maintain a standard of dress code that is appropriate to the role and in accordance with the Company’s uniform/dress policy
• To be aware of and sensitive to differences and work in a way consistent with the principles of equal opportunities and anti-discriminatory practice
• To maintain and respect confidentiality at all times and to ensure adherence to the Company’s Confidentiality Policy (currently under review)
• To actively participate in regular coaching & counselling meetings, performance reviews and development meetings
• To undertake appropriate training as agreed with their manager and to take responsibility for self development
• To undertake any other duties which are consistent with the position. This job description is intended as a guide to the main responsibilities of the position and not an exhaustive list of duties and task
• To work in any other AA location as and when necessary and if applicable to the position

This job description is subject to periodic review and it is expected the employee will contribute to the continued development of the role and work flexibly in response to the changing business needs and operational requirements

Person Specification

Essential

• Possess excellent interpersonal skills
• Possess a solution orientated approach
• Ability to resolve conflicts within time constraints and without losing control
• Ability to handle stress effectively and work with minimum supervision
• Possess a strong customer focus and enjoy face to face contact with customers
• Able to be a representative of the Company at all times
• Be well groomed appearance & adhere to the uniform standards at all times
• Ability and willingness to work in a shift environment (including weekends, bank and public holidays)
• Be reliable and punctual
• Be compliant with all AA policies and procedures
• Ability to communicate both written and verbally to a high standard
• Willingness and ability to successfully complete all relevant training

Desirable

• Computer knowledge including Microsoft Word, Excel and email
• Possess excellent SABRE skills in identified areas of Customer Services
• Be GSAT Trained
• Be in possession of a valid BAA airside pass

 

Please ensure you have the legal right to live and work in the United Kingdom.

This is an evergreen requisition and therefore there is no closing date for applications.

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