Customer Service Host

Description

• Ensure you fully adhere to the SLA times for all passengers both landside and airside
• Expedite a smooth transfer throughout the terminal
• Manage the operation proactively to ensure that flights depart on time (offloads and loading) and that customer service standards are met
• Effectively manage, coach and mentor team to meet service level agreements
• Escalating any absence to HR support and/or contract administrator should triggers be met
• Ensure the CEE follows the correct protocol for use of the all equipment
• Immediately report and record any injuries or accidents to yourself or customers to the CEM/CES
• Ensure all passengers are in the system and closed with comments were needed
• Maintain staff discipline and conformance with Company and regulatory requirements, utilizing the Company disciplinary process where necessary
• Responsible for ensuring absence management processes are effectively managed for direct reports
• Ensure the CEE introduces themselves, asks passengers what assistance is required, explain the process and prepare the passenger for the security part of the journey
• Support: Online chat or telephone service for urgent support in a crisis
• Ensure passengers are greeted respectfully
• Allocate the CCA to provide service, when required
• Ensure that all passengers are booked into the tracking and allocation (Inform) system
• Identify potential SLA failures and highlight to a CEM/CES
• Ensure full customer service is provided to all PRM's at each hosting point
• Immediately report any equipment faults and record job report numbers to the CEM/CES
• Ensure all jobs are allocated to the CAA's mobile device (PDA)
• Ensure all CEEs communicate with you immediately after arriving at the Host Desk
• Ensure all paperwork is managed and processed in line with GDPR (general data protection regulation)
• During delays or disruption liaise with the Allocator and handling agent to ensure that PRM passengers are kept up to date
• Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers)
• Call Allocators to inform them of all extra passengers
• Airside Hosts to ensure the Pager system is being used as per the procedure

Requirements

• 5 year checkable employment/education history with a maximum of 4 references
• Must be willing to work weekend shifts
• The Customer Experience Host will be expected to support the Ambassador contract or any other contract as required subject to the correct training
• Indefinite Right to work and live in the UK

Benefits

• Mental Health support and Life Event Counseling
• Access Perks at Work, our innovative employee app where you can find:
• Get Fit Programme
• Perks: discounts, gift cards, cashback, and exclusive offers
• Financial and legal support
• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Cycle to work scheme

Training + Development

Interview process

Visa Sponsorship

Security clearance