NORWICH AIRPORT LTD
DEPARTMENT: 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 1 Customer Services Supervisor, 1 Senior Customer Services Agent and Customer Service Agents. These staff numbers are increased during May-October as appropriate to deal with the increased workload resulting from summer charter traffic. Additional staff may be full or part time.
Shifts are from 0500 to 2215 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 Customer Services 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.
Airport Operations Director
Customer Services Manager
Customer Services Supervisors
Senior Customer Services Agents
Customer Services Agents
MAIN DUTIES & RESPONSIBILITIES
ASSIGNMENT OF / SOURCE OF WORK
The main source of work is generated by airlines / aircraft operators using NorwichInternationalAirport 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.
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 other airport management 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, HM immigration and HM Customs officers.