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Senior Customer Services Agent

Job Summary To provide all necessary help and support to passengers and staff as required by Easyjet which may include check in,kiosk operation, baggage processing, reservations and ticketing, boarding of flights, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.  Job Responsibilities  The following responsibilities are associated with this job role: 

• Assist passengers with self-service check-in kiosks
• Inspect and verify passenger documentation
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
• Manage passenger baggage processing including handling and fee calculation if applicable
• Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
• Direct passengers through Customs, Immigration, and Quarantine as required
• Make public address announcements as required
• Comply with all UK/Ireland/EU legislation as well as airport authority and carrier security requirements
• Comply with Swissport and Easyjet Standard Operating Procedures (SOP’s)
• Operate computers and specialist equipment such as air-bridge, scanners and airline specific software
• Produce work-related documentation when required
• Maintain the highest standards of safety and security at all times
• Support Staff in a supervisory capacity
• Other duties as assigned

Qualifications & Competencies 

• In possession of at least three GCSE’s / O Level or Leaving Cert (and equivalent)
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
• Ability to speak and understand the English language
• Ability to travel to the airport at times where public transport is not available
• Excellent communication skills (written and verbal)
• Must be able and willing to type and learn airline specific computer systems (E-Res)
• Ability to follow processes and procedures and apply flexible approach when required
• Willingness to work in inclement weather if required
• Passionate about customer service
• Commitment to continuous improvement
• Self motivated and able to work independently
• 6 months previous experience working in an aviation environment
• Ability to speak additional languages is desired 

Career Progression

• Satisfactory completion of 3 years (typically) continuous service
• Attainment of competency in all basic, intermediate and advanced tasks and duties
• Understanding and acceptance of the requirement to undertake additional duties and responsibilities associated with the seniority of this role
• Further progression / promotion - subject to successful application to job vacancies arising

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