Assisted Travel Agent - Annualised

Summary

Assisted Travel Agent– East Midlands Airport   

£13,140 per annum

Permanent - Annualised

21 hours per week –covering a 24/7 operation  

Why MAG?

Are you a people person with a passion for delivering great service? Do you have a flexible approach to working hours? Do you seek to fly high in a rewarding role at the Airport?    
Taking on one of the most fulfilling roles in the airport, you will ensure that all passengers have a safe and enjoyable journey.  

Join the Customer service department with the biggest Airport Operator in the UK and enjoy a wealth of benefits and development opportunities. 

• Free staff parking  
• Huge range of company discounts  
• Free Virtual GP service, available 24 hours a day, 7 days a week  
• Care Concierge service 
• Two volunteering days per year  

MAG is the country’s largest Airport group. We own and operate Manchester, London Stansted and East Midlands Airports along with MAG USA. We are proud to be a diverse employer, and we welcome candidates from all backgrounds.

The role

To provide exceptional inclusive customer service to disabled customers and customers with reduced mobility. As key members of our dedicated team, our Assisted Travel Agents play a crucial role in ensuring an effortless and equitable travel experience for all our customers. Working as part of a team of up to 20 colleagues, to aid approximately 70,000 customers every year. 

The main duties of the role include:  

•  Providing personalised assistance to disabled customers and customers with reduced mobility, ensuring their airport experience is an effortless and enjoyable part of their holiday.  
• Effectively communicate and coordinate with other airport departments to facilitate a seamless travel experience for assisted customers.  
• Assist customers with check-in procedures, ensuring all required documents and assistance requests are accommodated.  
• Escort passengers through security and immigration, prioritising their comfort and convenience.  
• Respond promptly and effectively to customer inquiries, concerns, and requests, demonstrating excellent problem-solving and communication skills.  
• Maintain up-to-date knowledge of airport facilities, services, and relevant regulations to provide accurate information to customers.  
• Proactively identify and address any potential issues or obstacles that may impact the travel experience of assisted customers.  
• Collaborate with colleagues in the Assisted Travel Team to continuously improve service delivery and uphold the airport's commitment to providing exceptional inclusive customer service.  
• Participate in any other duties reasonably required around the airport, including adverse weather processes, customer liaison, and response in an emergency or disruption event.

What will make you successful in the role?

To succeed in this role, you will have/be:   

• The ability to provide compassionate and attentive service to a diverse range of customers showing strong communication and interpersonal skills.  
• The capacity to work collaboratively within a team of colleagues and other airport departments to ensure a seamless travel experience. 
• Be able to address unexpected challenges and provide solutions promptly, as the airport environment can be unpredictable.  
• Demonstrate attention to detail to make certain standards are maintained.  
• Be flexible to changing situations, including flight delays or equipment issues, is crucial for providing uninterrupted assistance.  
• Be able to perform manual tasks (ranging from pushing wheelchairs, to lifting luggage, and physical lifting and handling of people as part of a team) for long periods of time on a varying shift pattern.  
• Hold strong decision-making skill.  
• Hold a good knowledge of Airport Operations: Familiarity with airport operations, security procedures, and airline protocols is beneficial but not essential.