• Birmingham Airport Careers | Assisted Travel Coordinator Job (£23,548)

    Location Birmingham, UK

    Job Description

    Reporting to the Accessibility Operations Manager you will be a key role in our Assisted Travel product and ensure we continue to be ‘Proud of Every Journey’ whilst supporting three of our core pillars; Customer, Efficiency and Safety & Security. You will have a direct impact on our ongoing compliance with European assistance service targets, regulated by the Civil Aviation Authority. You will be an ambassador for our Assisted Travel product and you will always promote our brand values to deliver a world class assistance experience to both disabled and non-disabled customers. You will look for opportunities to enhance their experience and ensure they have smooth, safe and enjoyable journeys through our airport. You will be able to fulfil both the Help Desk and Airside Task Allocation functions as required by the operation.

    Benefits and Offers

    Salary: £23,548 per annum

    Group Pension, Share scheme, Annual Bonus, Life Insurance, Free onsite parking, discounted gym membership, concession discounts

    Your main responsibilities in this role include the following:

    Duties and Responsibilities

    • Control the Assisted Travel operation through our dedicated task planning system and be responsible for co-ordinating a team of up to 50 operational assistance staff at any one time

    • Take ownership of the service’s daily performance, striving to maintain the airport’s Key Performance Indicators for this area

    • Undertake dynamic, operationally critical decision making in a high pressure environment to ensure Customers receive an exceptional, safe assistance experience and Airline On Time Performance is protected

    • Check-in and engage with departing customers to understand their needs and offer a tailored assistance plan for their journey

    • Host key areas within the terminal to answer customer queries, support their needs at that point and aid operational decision making through effective communication with colleagues

    • Proactively and assertively engage with the Assisted Travel Third Party Contractor, both with operational staff and their Management team

    • Undertake administrative duties to support a safe operation including briefing customers in the use of complimentary mobility scooters, completing regulatory Electric Mobility Aid paperwork and completing shift / incident reports

    • Provide direct support to assisted customers and their luggage including physical assistance / movement of the customer around the terminal and external areas

    • Be fully flexible to support the rostering requirements of the post in order to sustain the operational requirements of a 24 hours per day/ 7 days per week service. This role will include working weekends, bank holidays, night shifts, early starts and late finishes.

    • This role uses Annualised Hours so working patterns may vary and shifts are not fixed. Whenever possible, Staff will be issued a ‘blank’ roster for the season ahead to indicate guaranteed days off and potential working days.

    • Undertake other duties and activities within the wider airport operation as required to support our operation. This will include managing Airport and Customer disruption and manual handling.

    Job Requirements

    Job Details

    Company: Birmingham Airport

    Employment Type: Full-time

    Job Location: United Kingdom

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