Passenger Services Agent - Stansted Airport

Permanent employee, Full-time · Airport Stansted - STN

Who we are

At Skytanking 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.

Your tasks

Key Responsibilities

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 Skytanking 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 maximize 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 Skytanking
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.
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 Skytanking/Primeflight Group.
High level of performance and attendance.
Compliance of all Regulatory Bodies, HSE, Airline(s) Airports(s) and company procedures.
Demonstrate a high standard of personal presentation complying with the uniform standards and behaving in a polite and professional manor at all times.
The ability to perform tasks efficiently and accurately within defined time constraints.
Ability to perform all tasks with accuracy, efficiency and in a safe manner within defined time constraints

Your profile

A desire to deliver exceptional customer service
Effective communication and relationship building skills
Ability to deal effectively with difficult people and problem solve.
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
English and Maths GCSE or equivalent Grade C or above
Desirable - Work experience in an airport in a customer facing role
Desirable - Knowledge of airline systems and procedures
Desirable - A recognised customer service training programme

We offer you:

Cycle to Work
Employee Assistance Programme
Employee Forums
Life Assurance
Uniform provided
Pension

Your contact

Please send us your application exclusively via the online application form
In case of questions, please don't hesitate to reach out to enghr@skytanking.com

Skytanking Aviation Services ENG Limited

A PrimeFlight company

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About us

At Skytanking, we have been providing aviation-related services since 1999. In addition to aviation fuelling, our portfolio includes ground handling, tank farm and hydrant management, investments in fuelling infrastructure, and engineering services. Our customers include airlines, airports and oil companies. Our 3,000 employees refuel an aircraft every 25 seconds on average at more than 93 airports in 15 countries in Europe, Asia, Africa and Australia. Skytanking is a 100% subsidiary of PrimeFlight Aviation Services Inc., which employs around 8,000 people at more than 220 airports.

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We are looking forward to hearing from you!

Thank you for your interest at Skytanking. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to jobs@skytanking.de