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Customer Services Agent

Heathrow Academy
Job LocationLondon Heathrow Airport
EducationNot Mentioned
Salary11.39 - 11.60 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Wilson James are currently seeking customer focused Customer Services Agents to join them at Heathrow Airport.Working as a member of the Assistance Team, you will be responsible for delivering customer service excellence to every passenger requiring support (PRS), passengers with Hidden disabilities or those requiring assistance due to mobility restrictions. You willprovide assistance to passengers requiring support from the aircraft seat through the terminal building and to their onward travel and from the terminal building to the aircraft seat.As a CustomerService Agent, you will play a pivotal role in supporting the airport operation and will be responsible for ensuring a positive experience for all passengers between the terminal and the aircraft.The purpose of this role is to deliver the highest level of customer service at all times and to ensure a positive customer experience for our passengers.You will utilise company equipment as supplied and trained to fulfil this role.Main Duties:

  • Assist special assistance passengers through the terminal to and from the aircraft and assist with the transfer into their seat or wheelchair through safe manual handling techniques.
  • Being professional, polite and courteous at all times.
  • Perform Customer Service Agent (CSA) duties as directed by Control. Escorting arriving and departing special assistance passengers (along with accompanying family as necessary) through the airport either on foot, by wheelchair or electric buggy/ caddy asdepicted by their categorisation.
  • Providing assistance with the PRS baggage.
  • Completing the Daily Equipment Check Sheet, to maintain the operational reliability of the equipment, reporting where necessary, any equipment defects in line with the equipment inspection procedure.
  • Ensuring that wheelchairs and buggies are always clean and tidy.
  • Ensure that Centralised Control is updated on progress by use of IT handsets.
  • Ensure that all necessary paperwork is completed legibly and submitted in a timely manner.
  • Any additional reasonable duties, as assigned by operational management.
About YouThe ideal candidate for this role will have previous roles where excellent customer service and communication skills are standard as well as having;
  • Able to deal calmly and confidently with all demands from the public.
  • Self-motivated and reliable with a conscientious approach to the Safety and Security aspects of your role.
  • Competent to meet and greet anxious, foreign speaking connection passengers and reassure them
  • Must be able to lift passengers in accordance with manual handling guidelines
  • Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance in order to ensure team effectiveness and availability and an open/honest attitude to all aspects of their role
  • Excellent administration skills; completing job sheets with accurate data
Desired Skills;
  • Knowledge of airside operations at Heathrow Airport
About The CompanyWilson James is a leading security, construction logistics and aviation services provider with more than 5,000 employees. With in-depth sector and service expertise, we deliver solutions to clients operating across the Aviation, Construction, Corporate, Energy,Manufacturing, Maritime and Technology industries

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