Overview Job Purpose: 

Deliver high performance standards around all aspects of Customer Services, Customer processing and Document checks. 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.

Main accountabilities include: 

• Provide exceptional Customer Service as per the Menzies RAS 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.

• Ensure that Airlines SOP are undertaken when preforming document verification. 

Other Duties: 

• Process Customers Documents 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. 

• Undertake floor walking. 

• 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.

• Ensure that any lost luggage issues and enquiries are dealt with in accordance with the airline standards.

• Undertake any other duties as and when required. 

Compliance: 

Carry out all activities of the role and processing activities (as above) as directed by the Company through its policies, procedures and training to ensure the success of the operation including the following:

• Full compliance:

• Health & Safety

• Training

• Equal Opportunities

• Harassment

• Data Protection

• Security

• Remain up to date with all station notices relating to policies and procedures

• Remain up to date with all relevant operational, systems and Customer Service training

• Maintain a safe and secure working environment at all times

• Comply with the Company’s open, fair and honest reporting culture

Qualifications and Experience:

• Excellent people skills and be an excellent communicator.

• Have previous experience in document verification. 

• Ability to drive through policies and procedures and always represent the Company in a professional manner.

• Good working knowledge of Airline standards.

• Be proactive, forward thinking, and trustworthy individual.

Note

This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. It is not intended to be exhaustive. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. This job description does not form part of the post holder’s terms and conditions of employment and may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.