Customer Service Host
Customer Service Host
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1 Vacancy
Job Description
JOB TITLE: Customer Experience Host
LOCATION: Bristol Airport
SHIFT PATTERN: 5 on 3 off 40 hours per week
PAY RATE: 13.14 per hour
If you require any additional support or adjustments during the recruitment process please dont hesitate to contact our Recruitment Department at. Were here to help!
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 CAAs mobile device (PDA)
- Ensure full customer service is provided to all PRMs 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)
**Please note that any applicant that has spent more than 6 months in any country other than the UK in the last 5 years; will need a police clearance from all countries that this would apply to.
The police clearance will need to cover the full date range the applicant was in the specific country furthermore the police clearance needs to be obtained before the applicant attending any interview with ABM.**
Benefits
Were proud to offer a great range of benefits including:
- 24/7 GP: Both you and your immediate family can speak to a UKbased GP from the comfort of your own home
- Mental Health support and Life Event Counseling
- Get Fit Programme
- Financial and legal support
- Cycle to work scheme
- Access Perks at Work our innovative employee app where you can find:
- Perks: discounts gift cards cashback and exclusive offers
- Life: Search for resources and tools on topics ranging from family and life to health money and work
- Support: Online chat or telephone service for urgent support in a crisis
For more information about ABMs benefits visit our careers page
ABOUT US
ABM is one of the worlds 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 were proud to service icon sites across the country with more than 10000 team members. For more information visit .
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.
Employment Type
Full-Time
