Norwich International Airport

Customer Services Agent

Job Title

Customer Services Agent


Customer Services

Reports to

Customer Services Supervisor

Main Scope & Function of Job

To provide check in, escort and general assistance to scheduled, charter and helicopter passengers to the highest standard of customer care.


The Customer Services Department provides, on behalf of airlines and aircraft operators, a handling service for their passengers. The service provided will include check in, seat allocation, baggage accounting, checking travel documentation, escort to and from the aircraft, lost or damaged property and providing assistance to special need passengers, ie; disabled, unaccompanied minors and the elderly.

The department operates a rotating shift pattern 7 days a week, 365 days a year. Each shift comprises of a Customer Services Supervisor, Senior Agent(s) and Customer Service Agents.

Shifts are from 0400 to 2300 daily, and these are subject to change at short notice due to operational reasons ie: delays, diversions or additional movements.

Supervisory Responsibilities / Decision Making Authority

The post holder reports to the Customer Services Supervisor or Senior Agent in the absence of the Supervisor. The post holder has no supervisory responsibilities, however may be required to assist newly trained staff in gaining practical experience of routine procedures. The post holder will be expected to work on their own initiative and make decisions based on standard published procedures or in the interest of customer service, efficiency or safety.

Main Duties & Responsibilities

1. Checks in passengers and baggage, using manual and computer systems, in accordance with airline procedures, and in compliance with DFT, IATA and CAA Directives.

2. Escorts boarding and disembarking passengers in compliance with the requirements of statutory bodies, ie; HM Customs, HM Immigration, Police and Special Branch.

3. Prepares all documentation in compliance with DFT, IATA , CAA and airline requirements.

4. Deals promptly with Property Irregularity Reports and instigates tracing action for mis-routed baggage.

5. Liaises with other agencies: Flight Dispatch, Security, Airside Services and the Fire Service to ensure on time departures are achieved.

6. Completes and dispatches all relevant documentation including ticket coupons, as required by the airline or operator to their appropriate addresses.

7. Deals with offshore passengers, complying with their safety regulations and procedures.

8. Assists the Airport Facilities Manager with Airport/Airline emergency procedures as published in the relevant manuals.

9. Completes appropriate documentation, handling of monies, credit cards and unique payments as applicable.

10. Provides assistance to all passengers to the highest standard of customer service at all times, especially in the event of delays, cancellations and diverted flights.

Assignment of / Source of Work

The main source of work is generated by airlines / aircraft operators using Norwich International Airport who request handling assistance for passengers travelling on their flights.

These operators may be scheduled, charter or private service providers using fixed or rotary wing.

Contacts & Relationships

Contact with a wide variety of departments at the airport including: Security, Ticket desk, Information desk, Ground Services, Flight Dispatch, Fire Service, Cleaners and Caterers.

Also liaises with the Duty Airport Manager in the absence of a more senior member of staff within the department

External contacts include: Airline operators, Courier Services, Tour Companies, Hotels, Coach Companies and Taxi services.

Also contact with the Police, Special Branch, UK Border Force.


Qualifications / education required

  • Good basic education standards to GCSE level, especially English and Maths with a second language being advantageous
  • Full clean Driving Licence

Experience Required

  • Dealing with the public, in a customer service related position
  • Airline or Travel and Tourism experience/ studies preferred

Specialist Training Required

  • Manual and automated check-in
  • Carriage of Dangerous Goods by air
  • Fire Extinguishers - implementation of emergency procedures
  • Fire Safety - training on a regular basis
  • Security Questioning of passengers - Category 7 DFT
  • Security Awareness - training on a regular basis
  • Bristow Helicopters/ Offshore procedures
  • Customer Care
  • AOA Apron Driving Permit

Any particular aptitude / skill required

  • Ability to deal with the public
  • Extremely well presented and of smart appearance
  • Good oral and numerical skills
  • Highly motivated
  • Neat hand writing
  • Extremely flexible
  • Ability to remain calm and methodical in stressful situations

Starting salary £13145 per annum

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