Customer Service Agent SERCO Limited

The individual will extensively communicate with passengers airport users airlines and other stakeholders to ensure the excellent delivery of customer service This individual will also interact with Serco’s CX Team Leader and other staff in their section and department to build and maintain effective working relationships and maintain high standards and quality of work

This individual will work mostly in an air-conditioned environment which will be occupied 24 hours by airport users During peak times of the day work will be demanding as a high volume of passenger flow will be seen during these peak times This individual will not be stationed at a desk during their working shift but will be mobile; moving around the terminal assisting passengers The role will be required to work on a rotating shift basis typical on a 12 hour shift pattern 4 days on 2 days off

The key accountabilities of Serco’s CX Agents will be

• Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect the quality of customer service delivery
• Provide clear and concise information to the airports’ passengers with regards to appropriate rules and regulations
• Attend briefing sessions conducted by superiors to maintain high standards at all times and carry out handover procedures in line with agreed standards of performance
• Where relevant suggest improvements to levels of customer service delivery and other systems of work to improve the quality of service to all customers
• Coordinate with other airport representatives to provide assistance related with passenger arrival/departure
• Coordinate with airlines and other stakeholder employees to extend assistance and solve customer's problems if any
• Provide flight information to passengers (when requested) and entertain complaints from customers; solving them within the permitted authority from the superiors
• Understand and provide complete/detailed information relating to the services available in the airport i e lounges gates banks post office restaurants ATM machines etc
• Understand and provide information about airport facilities (ie toilets information counters airline office etc) to travelling passengers
• Provide assistance and guidance to passengers as and when necessary (especially elderly / people of determination / children)
• Monitors and manages the Internal lift entrapment and panic alarm process in line with
• 11ADAC SOP (where required)
• Collect and use ‘on-the-spot’ passenger feedback suggestions recommendations unusual questions special request in support of continual improvement and contract reporting purposes
• Support and respond to passengers needs in the event of an emergency arising
• Ensure adherence to ADAC standards policies processes and procedures
• Reporting faults to the concerned departments for rectification and keeping the Serco’s CX Team Leader advised
• Report unattended items to ADAC and according to SOP keeping the CX Team Leader informed

HSQE Responsibilities and Information Security Responsibilities

• To exercise a personal duty of care for their own health safety and welfare and for those affected by their acts or omissions
• Ensure compliance with the Serco Management System and all relevant business processes procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance finance and customer information; reference Serco non-disclosure policy
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
• Promotes a good HSQE and Information Security culture among their peers subcontractors and third parties
• Protects information assets and data including both electronic and paper based from all threats whether internal external deliberate or accidental
• Promotes a good HSQE and Information Security culture among their peers subcontractors and third parties