Job Description
The role is a part of the London Heathrow Customer Services team within our International & Cargo division. You will support a group of Team Leaders in delivering a safe and first-class airport experience to our customers. You are expected to have an understanding of all areas of customer services and work flexibly across all functions. This position will involve a significant amount of standing, walking and greeting customers in a variety of roles within customer services, while reporting into and taking instructions from the Team Leaders.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Provide a consistently high-quality customer service ensuring a seamless experience at all contact points
Perform a range of airport related duties and be prepared to support the daily operation in any capacity required in the following areas: Check-in, Gates, Transfer, Arrival, Baggage Services and ticketing (ATAC)
Work closely with and take instructions from the Team Leader responsible for the flight/work areas/shift
Conduct relevant administrative duties e.g. ATAC, preflight and post flight departure
Represent AA by adhering to the uniform standards and by adopting a customer focused approach at all times
Promote and sell AA services and products to our customers
Attend and complete all compulsory training by given deadlines
Adhere to and promote safe working practices all times
Carry out any other reasonable duties consistent with the post
Job Requirements
Possess excellent interpersonal skills
Possess a solution orientated approach
The ability to resolve conflicts professionally within time constraints
The ability to handle a stress environment effectively and work with minimum supervision
Possess a strong customer focus and enjoy face to face contact with customers
Be able to be a representative of the Company at all times
Be well groomed appearance & adhere to the uniform standards at all times
The ability and willingness to work in a shift environment (including weekends, bank and public holidays)
Be reliable and punctual
Be compliant with all AA policies and procedures
The ability to communicate both written and verbally to a high standard
Be in possession of a valid BAA airside pass
Be GSAT trained
The willingness and ability to successfully complete all relevant training
Be in possession of a valid DVLA driving license, post holder must be willing to apply for a BAA driving license as and when required
The willingness and ability to train and hold a valid BAA jet bridge permit as and when required
Computer knowledge including Microsoft Word, Excel and email
Desirable Qualifications
Job Details
Company: American Airlines
Employment Type: Part-time
Job Location: London, United kingdom
