JOB TITLE: Customer Service Host
LOCATION: Manchester Airport
SHIFT PATTERN: 4 on 4 off, shift times will be dependent on operational requirements
PAY RATE: £11.92 per hour
OVERVIEW OF JOB DESCRIPTION
Main Duties & Responsibilities:
To greet all passengers at the host desk ensuring that high standards of service are maintained. The Host should ensure that they provide all passengers with legendary service, assess requirements of the passenger and allocate Customer Care Agent (CCA)
To man the host desk (either landside or airside) meeting and greeting the passengers from point of notification upon arrival.
• Ensure that all passengers are booked into the tracking and allocation (Inform) system.
• Ensure all jobs are allocated to the CAA’s mobile device (PDA)
• Ensure full customer service is provided to all PRM’s at each hosting point.
• Ensure you fully adhere to the SLA times for all passengers both landside and airside.
• Expedite a smooth transfer throughout the terminal.
• Allocate the CCA to provide service, when required.
• Manage the operation proactively to ensure that flights depart on time (offloads and loading) and that customer service standards are met.
• Ensure all passengers are in the system and closed with comments were needed.
• Ensure all CEEs communicate with you immediately after arriving at the Host Desk.
• Immediately report any equipment faults and record job report numbers to the CEM/CES.
• Immediately report and record any injuries or accidents to yourself or customers to the CEM/CES.
• Airside Hosts to ensure the Pager system is being used as per the procedure.
• Identify potential SLA failures and highlight to a CEM/CES.
• Ensure passengers are greeted respectfully.
• Ensure the CEE follows the correct protocol for use of the all equipment.
• 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.
• 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).
• During delays or disruption liaise with the Allocator and handling agent to ensure that PRM passengers are kept up to date.
• The Customer Experience Host will be expected to support the Ambassador contract or any other contract as required subject to the correct training.
• Call Allocators to inform them of all extra passengers.
Person Specification:
· Effectively manage, coach and mentor team to meet service level agreements.
· Responsible for ensuring absence management processes are effectively managed for direct reports.
· Escalating any absence to HR support and/or contract administrator should triggers be met.
· Maintain staff discipline and conformance with Company and regulatory requirements, utilizing the Company disciplinary process where necessary.
· Ensure all paperwork is managed and processed in line with GDPR (general data protection regulation)
Essential
A UK driving licence is essential for this position (max 3 points).
• Indefinite Right to work and live in the UK
• 5 year checkable employment/education history with a maximum of 4 references
• Must be willing to work weekend shifts
Benefits
We’re proud to offer a great range of benefits including:
For more information about ABM’s benefits, visit our careers page
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
