Passenger Service Agent


Full time; shift pattern

Salary £7,50 per hour

Mon-Sunday (earliest shift may start 04:00am; latest shift may fisnish around 11:30pm)

  • Job Purpose

To partake in all activities within Passenger Services, check-in, boarding, transfer, off jetty boarding UMS, PRMS, CUSS, arrivals and baggage services. Ensures that the company exceeds the required standards of customer satisfaction, health & safety, agreed quality standards and performance targets to ensure overall customer satisfaction in combination with operational cost efficiency.

  • Key Accountabilities

Responsible for the smooth running of the daily operation within Passenger Services Passenger Services, check-in, boarding, transfer, off jetty boarding, UMS, PRMS, CUSS, arrivals and baggage services, ensuring service commitments (i.e. customer service standards and other standards as specified in the SLA or defined in practice, on time performance and delay recovery) in the most cost effective manner, ensuring that all relevant procedures are met and without compromising health & safety and security regulations.

Ensures that all communication has been read and understood and works together with the Passenger Services Leads, Supervisors and PDO and other departments to ensure an overall smooth operation on the day.

Support any Passenger Service activity proactively or on request of the Passenger Services Supervisor, PDO, Duty Manager or Management. Support optimal intra departmental activity as well as interfaces with other departments.

Ensure that the best possible customer service is applied to all passengers and ensures highly professional communication to airline staff and crews (being responsive to their needs), ensures appropriate service to passengers who require extra care (e.g. UNM, PRM).

Maintains top level uniform standards and sets example him/herself.

Ensure that all agents take good care of their working environment i.e. company property and airport infrastructure and report faults promptly.

Ensure that problems, health & safety concerns and improvement opportunities get proactively reported to the Passenger Services Supervisor, PDO or to Management.

Ensuring that we are providing best in class customer service delivery for our customer airlines.

Handle airline or passenger complaints/claims in an efficient, timely and customer focussed way in coordination with or support of the customer airline’s policy.

Provide information to the Passenger Services Supervisor as and when required.

Actively participate where necessary with external bodies such as HMRC, UK Border Agency, DfT, Airport Authorities (this list is not exhaustive) and takes appropriate action if required.

Ambassador of diversity and fairness in the workplace.

Knowledge, Skills And Experience

Educated to at least ‘GCSE’ level standard or equivalent

Knowledge of passenger services processes and customer airline operational procedures preferred

Excellent customer service attitude and skills and highly developed communication skills

At least 2 years experience of working in a customer service environment

Basic IT skills

Cultural awareness

Job Type: Full-time


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Date of issue: 30 Aug 2017

Licence Number: FACE0005

Contact Us

Face 2 Face Outsource Solutions LTD.
Unit 8, Radius Park, Faggs Road, Feltham, TW14 0NG

+44 020 8759 1027