Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Edinburgh


Customer Service Agent-1912382

Primary Location-Europe-UK-Edinburgh-Edinburgh Airport (EDI)

- Employee Status-Permanent


Unposting Date-May 29, 2019, 5:59:00 PM

Organization-Ground Handling

Job Summary

To provide all necessary help and support to passengers as required by our customer airlines which may include check in, baggage processing, reservations and ticketing, boarding of flights, air-bridge operation, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Job Responsibilities

The following responsibilities are associated with this job role:

Assist passengers with self-service check-in kiosks

Inspect and verify passenger documentation

Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations

Manage passenger baggage processing including handling and fee calculation if applicable

Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance

Direct passengers through Customs, Immigration, and quarantine as required

Make public address announcements as required

Assist colleagues in other areas of the airport to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival

Comply with all UK/Ireland/EU legislation as well as airport authority and carrier security requirements

Comply with Swissport Standard Operating Procedures (SOP’s)

Operate computers and specialist equipment such as air-bridge, scanners and airline specific software

Produce work-related documentation when required

Maintain the highest standards of safety and security at all times

Other duties as assigned

Career Progression

You will commence the role as a Grade 1 Agent Level 1, after successful completion of 12 months service subject to passing the probationary period and demonstrating competence in all basic and intermediate tasks, you will become a Grade 2 employee. Following a further period of development and subject to job vacancies arising you will have the opportunity to apply for other positions /promotion.


GE01 / UK19 Company Induction / Equality, Diversity and Data Protection

UK20A Emergency Response Procedures Customer facing

GE03A Health & Safety Pax Specific

GE15 Manual Handling

DG05 Dangerous Goods

UK02 Baggage Reconciliation


GE-UK-07 Fire Awareness

Airline Product Knowledge Customer Specific

PAX01 Dealing with Special Passengers and PRM

PAX02 Flight Disruption / Irregularity Handling

PAX03 Arrival Function / Procedures

PAX05 Boarding Gate

PAX06 Travel Documentation

PAX07 Basic Check In and Baggage Allowance

PAX08 Sales

PAX10 Passenger Seating

PAX11 Manual Check In

Tasks and Activities


Corporate Induction

Departmental Induction (Inc Principles of Flight)

Emergency Procedures Awareness

Health & Safety Awareness

Manual Handling

Dangerous Goods Regulations (DGR) Awareness

Accounting and Authorising (AAA)

General Security / Fire Awareness (GSAT)

Airline product Knowledge

Animal (AVI) & Weapons Awareness


Arrivals Segregation & Presentation

Baggage Check & Processing (Both Hand & Hold)

Basic Flight/ Ticket Disruption Handling Awareness

Check-In Procedures (Manual)

Distribute Issue Light Refreshment Vouchers

Passenger Boarding Procedures

Passenger with restricted Mobility (PRM) Services

Passport & VISA Checks

Seating Allocation at Check-In

Special Assistance Duties (UM etc.)

Travel Services Product Sales (Lounge/Concierge etc.)

Airline Check-In Systems

Passenger Marshalling (Inc Pass Guidance Systems)


Aircraft Cleaning (Internal)

Airline Revenue Payments

Check-In Procedures (Open & Close)

Departure Gate Control/ Oversee Activities

Equipment Checking

Gate Bag payment Handling

Introduction to Lounge Services

Kiosk Hosting / Bag Drop Supervision

Passenger with Restricted Mobility (PRM) Services

Property Irregularity Reports (PIR)

Assist with Dispatch Duties as Required

NOTE: This is not exhaustive and may vary depending on location and operational / local customer requirements.

Qualifications & Competencies

In possession of at least three GCSE’s / O Level or Leaving Cert (and equivalent)

Flexible to work on various shifts (days, evening, nights, weekends, and holidays)

Ability to speak and understand the English language

Ability to travel to the airport at times where public transport is not available

Excellent communication skills (written and verbal)

Must be able and willing to type and learn airline specific computer systems

Ability to follow processes and procedures and apply flexible approach when required

Willingness to work in inclement weather if required

Passionate about customer service

Commitment to continuous improvement

Self motivated and able to work independently

Previous experience working in an aviation environment is desired

Ability to speak additional languages is desired

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