Description
Aurigny is looking for a Passenger Services Agent based in Guernsey. This role involves supporting daily airport operations, including check-in, boarding assistance, and passenger announcements. The Passenger Services Agent will work under the supervision of Duty Managers and Front of House Supervisors, using systems such as DCS Check-in and Departure Control. The ideal candidate will be professional, service-oriented, and capable of maintaining high standards while ensuring a smooth and welcoming experience for all passengers.
Key Responsibilities:
- Carries out the Customer Service and Ground Operations functions at their Station needed to process passengers, baggage and other payload through the terminal inbound and outbound.
- Is required to use and operate all communication and computer systems available.
- The role involves assisting passengers with the use of the Self Service Kiosks (SSKs).
- Is required to ensure that all activities are carried out in a safe and legal manner, with reference to company procedures.
- Initiates action in respect of mishandled or damaged baggage or other payload.
- Is expected to act as Company representative if so required.
- Collects all excess baggage charges as appropriate when on check-in duties.
- Follows all laid down procedures when dealing with customer requests for special handling (e.g. WCHR/WCHS/WCHC, UM, YP, Transit/interline arrangements, baggage labelling, restricted and hazardous items).
- Initially deals with customer enquiries, complaints, and problems sympathetically and professionally.
- Undertakes all duties as allocated by the Ground Handling Duty Manager or other designated official.
- Contacts with other carriers and airport authorities in the normal course of duties.
- Be presentable/neat and tidy at all times.
- Strive to meet deadlines with the company’s set PTS – Precision Time Schedule plan and achieve OTP – On Time Performance.
- Assisting with the Revenue and Disruptions team, including Ticket Payments and Baggage Charges at the desk.
Requirements
- Be well organised with good attention to detail.
- Be proactive in approach to all responsibilities with the ability to work on your initiative and to specific deadlines.
- Ability to recognise and deal with challenges promptly and efficiently.
- Demonstrates qualities of self motivation and professionalism, with the ability and willingness to take on extra responsibility.
- Proven ability to work under pressure and tight deadlines.
- Excellent interpersonal and communication skills.
- Flexible approach to working hours as necessary.
- Have the ability to raise safety reports and have a proactive attitude to safety.
- References
- Clear Police check
- Full 5 year history to obtain an airside pass
- Desirable Skills/Experience:
- Basic IT Skills
- Customer Service Experience
