Customer Experience Officer (4 on 4 off shift Pattern)

Leeds Bradford® Airport is one of the fastest growing regional airports in the UK, welcoming up to 4 million passengers through our doors every year. We are committed to employing high quality people who are ambitious to succeed and support our exciting plans for the future, whilst delivering an outstanding service for our customers.

To support the future growth of the Airport, LBA® is creating a new team to deliver an excellent one-stop customer experience from start to finish whilst maintaining exceptionally high standards.

Role Purpose

Due to driving responsibilities and insurance requirements, applicants must hold a full driving license.

The Customer Service team are a hardworking, fast paced, dynamic group and are the ambassadors of LBA®. The team’s responsibility is to create excellent first impressions of all customer journeys and leave all our customers with 100% satisfaction.

The role specialises in transporting and moving people from all on site car parks, welcoming customers to the airport terminal, running car-parking services including the Meet and Greet service. We also deliver the Passenger with Reduced mobility (PRM) service.

Key responsibilities within the customer experience team

To deliver the operational activities of:

• PRM service
• Ambulift Driving and Operation
• All Car Park Operation Duties including moving of customer vehicles
• Landside Bussing (If you have a PSV Licence and valid CPC only, Training can be provided for the right candidate)
• Airside Bussing
• Control Centre operation
• To project a positive and professional image of the operation to staff, customers & business partners alike.
• Assist with the journey of PRM customers at all times, ensuring SLA is met and customer service levels are high. This could be greeting the customer, moving them through the terminal, or helping the customer on and off the aircraft.
• To operate and monitor the Parking and PRM computer systems.
• To deal with customers directly by answering queries and delivering excellent customer service.
• To safely move customers vehicles and park them securely, and make sure they are back ready for collection in a timely manner.
• To ensure that you drive morale and keep a clear communication line to staff, managers, other business partners and customers

Applicants should be flexible and available for shift work, across a 24 hour period, on a roster pattern to suit the needs of the business.

Person Specification:

• Fluent English language capability, both written and spoken is essential.
• Excellent customer service skills
• Attention to detail and the ability to work in a busy environment.
• Smart appearance
• Good timekeeping and punctuality
• Excellent communication with Customers, Airlines, Handling Agents and business partners
• Effective problem solver, relating to customers

Essential Applicant Criteria:-

• Due to security checks required for this role, all candidates will be subject to a basic criminal record check and must be able to provide a continuous five year checkable work/education history without any gaps of employment.
• Good computer skills
• Ability to ensure all daily tasks are complete in a given timescale
• Able to use mobile / PDA / Tablets Applications and web based programs
• Ensure full compliance to Safe Operating Procedures

For driving duties:-

• Full UK Driving License, held for a minimum of 3 years
• Minimal Penalty points (3 or less)

There is a multitude of varying roles within the daily operations. Training will be provided for all of the roles within the department.