Farnborough Airport Limited (FAL) is the owner and operator of Farnborough Airport (FAB), Europe’s leading business aviation airport and the birthplace of British aviation. FAB handles approximately a third of London’s business aviation traffic, making it the largest business aviation airport in the UK. FAL owns and operates both the airport and the Fixed Base Operator (FBO) facilities at FAB, making its integrated operations unique to the market. FAB has some of the most advanced and iconic airport infrastructure in the world, specifically tailored to delivering a first-class customer experience for its users. Over the years, FAB has been consistently recognised as the best FBO in Europe.
FAB operates alongside the Aviator Hampshire Hotel, a luxury hotel located on the perimeter of the airport and one of the best hotels in the UK. Both companies are jointly owned by the Farnborough Airport Company Limited (FACL), a company 100% owned by Macquarie Asset Management (MAM) through one of its long-term European infrastructure funds. MAM is one of the largest infrastructure investors in the world and has an extensive track record in airport investment and ownership. From a leadership and business perspective, FAB and the Aviator Hampshire Hotel are managed together as a Group.
Farnborough Airport Limited is an equal opportunities employer, promoting diversity and inclusion throughout the organisation.
About the role
Farnborough Airport Limited is looking to recruit a Full Time Customer Service Agent to work as part of the larger Customer Services team and report into the Customer Services Manager.
Within this role you will work as part of a team to:
- Provide excellent customer service to all passengers and crew travelling through the airport.
- Accompany passengers and their luggage to lounge areas.
- Ensure that the terminal and all passenger lounges are maintained to exceptional standards.
- To be responsible for an efficient and safe transport of passengers and crew to and from the aircraft in a company vehicle or by escorting the passengers in their own vehicle.
- Provide support and assistance to crew.
- To assist all visitors, arriving and departing, with any specific requirements they might have, including hotel/restaurant bookings, car hire or other ground transportation.
- To be responsible for meeting and greeting every aircraft arriving as soon as they land, whether flights with passengers or “empty” flights.
- To provide welcome and check-in facilities for large flights in accordance to current operating procedures.
- To facilitate the arrival and departure process for passengers having to be checked by the Government agencies (Immigration, Special Branch, Customs, VAT (where appropriate).
- Consistently demonstrate and encourage others to adhere to the company values of Proud, Passionate, Ambition and Together in your day-to-day role.
- Contribute to the Company’s aspiration of becoming an Employer of Choice and Responsibility in the local area by actively participating in our volunteering opportunities where possible.
- Demonstrate engagement with and adherence to the Company’s policies, procedures, guidelines, and reporting channels to ensure all work is carried out safely and to the highest standards, including but not limited to:
- Safety, Compliance and Environmental standards/legislation.
- The identification and management of occupational risks factors (such as workload/time management, clear communications and working methods) that may affect an employees’ psychological response to their work and workplace conditions.
- Appropriate Workplace Behaviour, UK Modern Slavery and General Data Protection & Retention (GDPR) Policies.
- Support the team with adhoc activities/tasks as reasonably requested.
About you
Essential
- Evidence of right to work in the UK.
- Previous experience of working in a customer facing role.
- Flexible in approach and able to work across a variety of shift patterns.
- Full 5-year employment/educational history required (with no unaccounted-for gaps).
- Must be able to obtain a clear Criminal Record Check (CRC) certificate to the required security clearance level for this role.
- Must be able to obtain and maintain a Farnborough Airport Driving Permit.
- Hold a full valid UK driving license or equivalent.
Desirable
- Airside driving experience.
What we can offer you
- Competitive salary.
- 25 days holiday per annum (pro-rata), plus statutory public holidays.
- Workplace pension scheme with enhanced employer contributions.
- Enhanced Company Maternity and Paternity Pay.
- Life assurance.
- Access to medical plan including a range of private treatments (after probation period).
- Health and Wellbeing app with access to discounts.
- Company sick pay scheme.
- Electric vehicle scheme (after 9 months of employment).
- Sustainable travel scheme.
- Annual complimentary bike maintenance.
- Free onsite parking.
- Cycle to work scheme.
- Access to an Employee Assistance programme and helpline.
- Discount on accommodation at affiliated hotel.
- Discount on food/beverage at affiliated pub.
- You will also get all kinds of other great perks, like social events and special employee offers.
