Customer Operations Agent

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 200 locations in over 37 countries, across six continents. But at the heart of our business is our people. If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey.

This role delivers high performance standards around all aspects of Customer Services and customer processing, meeting the requirements of our Airlines and maintaining health and safety and overall good working practices in accordance to company policies and procedures at all times.

Candidate requirements

• Provide exceptional Customer Service as per the Menzies and Airline specific standards to ensure customer satisfaction at every step of their journey
• Check customers' travel documentation together with relevant identification to ensure compliance with governing bodies
• Process Customers and baggage using automated or manual systems, follow airline specific policies including airline requirements surrounding excess baggage and individual customer programmes
• Board customers onto flights whist complying to safety and security procedures
• Marshall customers onto and off aircraft in a safe, secure and efficient manner
• Operate all equipment and systems in a safe, secure and efficient manner at all times
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods
• Where required allocate seating to Customers
• Issue boarding cards and baggage receipts
• Make customer announcements in accordance with the specific airline requirements
• Report any faults or irregularities with equipment, facilities, systems or processes to the appropriate management
• Deal with disruption and irregularities with confidence and composure.

Safety, Security and Compliance

ALL Employees have a responsibility and duty whilst at work to:

• Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
• Co-operate with their manager / supervisor in order to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety or welfare reasons.
• Inform their manager / supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
• Report any hazards, near misses, incidents, accidents or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in this manual.
• Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.
• Fully understand the company health and safety policy.
• Attend training courses as may be arranged by the Company.
• Engage with MORSE and follow our code principles.

Qualifications and Experience

• Well organised with meticulous attention to detail and accuracy, able to work on their own initiative to specific deadlines, have the ability to recognise and deal with challenges promptly and efficiently.
• Ability to work within a pressured environment.
• Must be flexible to adapt to changing demands/circumstances.
• Team player with strong interpersonal skills.
• Ability to influence, motivate, negotiate and communicate effectively at all levels.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.