Passenger Services Coordinator

The primary function of the Passenger Services Coordinator is to act as the central co-ordination function for Passenger Services ensuring exemplary customer service to all visitors, passengers, staff, operators, and tenants. Working closely with other areas of the business and third parties, ensuring the airport’s mission and its vision are embedded in every aspect of the Terminal and passenger journey and experience.

JOB SUMMARY

1.1 The primary function of the Passenger Services Coordinator is to act as the central co-ordination function for Passenger Services ensuring exemplary customer service to all visitors, passengers, staff, operators, and tenants.

1.2 Working closely with other areas of the business and third parties, ensuring the airport’s mission and its vision are embedded in every aspect of the Terminal and passenger journey and experience.

2.0 Principal Accountabilities

2.1 To assist the Airport Duty Manager & other operational departments in managing the Terminal to ensure the Airport provides exceptional customer service which minimises turnaround times and supports a clean, friendly and customer focused environment.

2.2 Provide front line customer service, interacting with passengers and being an ambassador for the customer experience at the airport.

2.3 Inspect and verify passenger documentation

2.4 Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations

2.5 Manage passenger baggage processing including handling and fee calculation if applicable

2.6 Assist passengers as needed through arrival and departure processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance

2.7 To deal with and resolve any customer complaints or queries over the telephone and face to face, reporting any identified potential problematic situations to the Airport Duty Manager.

2.8 To operate all, technology systems and I.T including the switchboard, public address system and flight information equipment in accordance with the instructions issued.

2.9 To monitor CCTV within the Airport facility and restricted area endeavouring to eliminate security breaches and observing and managing passenger congestion via this system.

2.10 To report any criminal activity and liaise with the police on reported incidents.

2.11 To operate the intercom systems for all vehicle access points, including the landside goods area to ensure controlled access/egress point for delivery vehicles and the passenger car park, ensuring excellent customer service is delivered.

2.12 To initiate emergency procedures and to play a significant role, in ensuring clear and effective communication amongst departments throughout the Airport.

2.13 Using computer information and liaising with staff and operators within the Airport, provide customers and passengers with accurate travel, Airport, and local information, updating terminal screens encompassing all airport information systems and technology.

2.14 To co-ordinate onsite rental tariffs and payments including the issue of refunds.

2.15 Providing Special Assistance to passengers who may need help to travel.

2.16 Distribute and issue of Restricted Zone Passes, associated administrative tasks and customer service duties on an adhoc basis as requested by the Airport Services Manager.

2.17 Co-ordination of a passenger services response to queue management, service disruption, mobilisation of on-the-ground response to provide best customer support during disruption.

2.18 To assist in the administration of polices/procedures for the Terminal and Car Park operations, ensuring the Terminal Services Standard Operating Procedures are updated, as and when required, and that changes to procedures are disseminated, as appropriate.

2.19 To assist with daily inspections of Terminal areas, external providers within the Terminal (i.e., Security, Tenants & Passenger Handling) in line with agreed standards, service level expectations and KPIs.

2.20 Collation and provision of data / statistical information / reports, in relation to the terminal/car park operational functions, to the management team as required.

2.21 To manage, car park refunds and reconciliation of monies, banking from the pay on foot machines and to be the point of contact for passengers for any car park enquires.

2.22 As rostered, support with other areas of the business, including but not restricted to; airfield operations, security & food & beverage.

2.23 Undertake such personal training as may be deemed necessary to meet the duties and responsibilities of the post.

2.24 Any other ad-hoc duties which may occur from time to time and are considered to be within the post holder’s capability, to ensure business continuity.

2.25 Whilst at work the post-holder will be expected to comply and co-operate with the company’s Safety Management System (SMS) and is reminded of the employee’s responsibilities as detailed in the Health and Safety at Work Act 1974.
The post holder will:

2.25.1 Take reasonable care of the health and safety of him/herself and other persons who may be affected by his/her acts or omissions at work. Co-operate with the Company management so far as is necessary in order that the Company can carry out its statutory duty under the Health and Safety at Work etc. Act 1974 and all relevant statutory provisions.

2.25.2 Not intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare.

2.25.3 In addition, the post-holder will comply with the more specific requirements contained within the Safety Management System and associated documents.

2.25.4 Whilst at work the post-holder will be expected to take into consideration how their individual and collective actions may affect the Airport’s continued compliance with environmental guidance and legislation.

2.25.5 Take responsibility for their actions and co-operate with the Airport Management so far as possible to minimise and prevent the potential pollution of the environment.

2.25.6 Not to intentionally or recklessly interfere with or misuse plant equipment, procedures or instructions that may lead to a pollution incident.

This job description is an outline of the key tasks and responsibilities of the post and the post holder may be required to undertake additional duties in line with the seniority of the role.

The post may change over time to reflect the developing needs of the business, as well as the personal development needs of the post holder.

This job description will be subject to regular review and adjustment.

FURTHER INFORMATION

This role is FIXED TERM and 20 hours per week.