Senior Airport Services Agent at Emirates

Job Purpose

A winner of more than 500 international awards, Emirates operates one of the aviation world’s youngest, most environmentally-friendly and technologically advanced-fleet of over 250 aircraft. 
 Its rapidly expanding network spans 145 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent and Asia Pacific. The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.

Identify and meet the standard and special service requirements of the customers at check-in, transfer desk, special services, and boarding gates, by adhering to the set service standards and procedures so that the customers are handled in a friendly and efficient manner.

• Adhere to the internal operating boarding procedures by ensuring that laid down boarding priorities, announcements, hand baggage removal, regular staff briefing and stationary/equipment availability before the flight. Post the flight, ensure flight coupon reconciliation, and head count confirmation is in order to assist the smooth process of a safe and on time departure of EK flights in order to achieve EK standards and customer satisfaction.
• Guide and advise team members to ensure that superior customer service levels are upheld and assist the process of ensuring the safe and on-time departure of EK flights
• To liaise and monitor the Emirates Chauffeur drive company on arrival and departure. Ensure eligible customers are provided with this service on arrival and any customers that require assistance are met on departure.
• Oversee the arrival of bags into the baggage hall, ensuring priority bags are first on the carousel and assist customers with missing or damaged bags referring them to Emirates GHA to complete necessary paperwork and follow up on missing bags for Premium customers ensuring customers are kept fully informed.  
• To monitor queues at check-in, ensuring priority given to Premium customer card holders. To assist and deal with any excess baggage and visa issues that may arise. Assist in dealing with any problems such as keeping customers informed of any delays, disruptions and denied boarding including the implementation of the 'Options' scheme.
• Assist with the preparation and completion of pre and post flight documentation and complete all relevant station statistical information and filing.
• Ensure all safety instructions are complied with at all times and report any damage to aircraft, ULDs, immediately and assist with preparation of relevant reports.
• Cover the absence of check-in supervisor and prepare flight briefs regarding customer information ensuring that all staff, GHA and service providers are fully aware of this information. Ensure all operational areas are covered and that staff are aware of what is expected of them to ensure high levels of customer service in all operational areas.
• When required support and oversee excess baggage and ancillary revenue collection during check-in and at the gate to maximize revenue.
• When required oversee third party lounges. Liaise with service providers and supervise contracted staff, oversee catering, cleaning, maintenance and below the wing operations and ensure service standards are met and maintained.
• The job holder is responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment

Qualification

• Minimum O level or equivalent
• Must have completed relevant and recognized professional training courses in Customer Services and Handling and Ground Operations. 
• Given the specific requirements at outstations, a minimum of 3 years’ airline industry experience is required 
• Knowledge of Departure Control System and Computerized Reservation System 
• Knowledge of check-in procedures
• Fluent in spoken and written English. 
• Proficiency in Microsoft Office applications
• Staff can only apply if they have completed a minimum of 1 year of service in the Company.
• Applicants must have the legal right to live and work in the United Kingdom. The Company will not provide assistance with obtaining work permits.