Position: Airport Concierge Agent (LHR)
Location: Heathrow Airport
Salary:£14:11 per hour
Effective Date:
Contract Type: Temporary/Permanent
Reporting to: Shift Coordinator
Closing date:
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The Organisation
DiamondAir International is the world’s leading provider of luxury Meet & Assist services, with over 30 years of experience in the industry. Our expertise and exponential growth have allowed us to be a pioneer in service development and a leading exemplary operation on the ground. We continuously develop our services with the latest technologies to ensure they can be provided in the most efficient way possible. A premium travel services provider to over 600 airports across the world, providing travel solutions across the globe to our clients in the air or on the train. Whether it's kerbside pickup you are looking for or exclusive VIP travel DiamondAir has supported a diverse B2B and B2C audience for more than 30 years to ensure their travel is seamless and hassle-free.
Duties include carrying out all meet & assist services under the brand of Airport Concierge. You will be required to assist unaccompanied minors, VIPs, and a variety of passengers at London Heathrow Airport.
Main Responsibilities:
· To ensure all Airport Concierge services are carried out with maximum efficiency and in line with company protocols & Client service level agreements.
· To demonstrate discretion and professionalism when assisting high-profile Clients and representing the Airport Concierge brand.
· To develop and build strong networks and maintain effective working relationships with airline & airport stakeholders. This includes exercising a high degree of negotiation skills to maximise stakeholder cooperation to accede to our customer's requirements.
· To work within the parameters of the working standards SLA for Airport Agents and to deliver excellent customer service consistently.
· To deal with disruption and irregularities with confidence and composure.
· To assist the customer services team with any investigatory queries relating to service complaints.
· To ensure you have in-depth knowledge of the airport environment and product knowledge.
· To ensure company & client information remains strictly confidential.
· To liaise closely with Co-Ordinators/Team Leaders and co-workers to ensure team effectiveness and a positive working environment.
· To ensure company presentation standards are always adhered to.
· To troubleshoot and assist in resolving issues which may occur during services.
· To ensure all flight reports are completed and submitted accurately & efficiently.
· To escalate any foreseeable service issues to your Co-Ordinator/Team Leader at the earliest opportunity.
· To always show professional courtesy and respect to all fellow co-workers
· Above duties performed while remaining compliant with the company’s policies and guidelines
Position Requirements:
· Excellent written and verbal communication skills.
· Ability to effectively follow policies & procedures.
· Effective time management, organisation, planning, and self-management
· Self-motivated, attention-to-detail, problem-solving/initiative, eager to learn and develop.
· Must be extremely reliable, punctual, and flexible, able to cover shifts.
· Candidates are subject to a 5-year full referencing check and an enhanced criminal record check to successfully obtain a full ID Pass.
Experience: A minimum of 2 years customer service experience, preferably in travel, or in an appropriate customer service environment.
Deal Breaker: Candidate must have5 years checkable work referencing, and then be subject an Enhanced DBS criminal record check. (the DBS check is not limited to 5 years, any convictions should be listed on the check, some may be spent, some may not be relevant, but they should be on there without any time limit.
Pay: From £14.11 per hour
Benefits:
- Bereavement leave
- Company events
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Ability to commute/relocate:
- London TW6 2TA: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have 5 years checkable work referencing, and then be subject an Enhanced DBS criminal record check. (the DBS check is not limited to 5 years, any convictions should be listed on the check, some may be spent, some may not be relevant, but they should be on there without any time limit.
Experience:
- Customer service: 5 years (required)
Work Location: In person
