BIRMINGHAM AIRPORT

JOB DESCRIPTION

DIVISION:Operations / DEPARTMENT:PSM /AM
POST TITLE:
Operations Assistant / GRADE:
Local Grade / DATE:
March 2016

Job Purpose

Reporting to the Passenger ServicesManager (PSM) in co-operation with the Airport Manager(AM), to be prepared to deal with a variety of tasks by acting as a “trouble-shooter” that canwill respond to areas that are in need of support, this will be a very mobile and physically demandingrole where you may be on your feet for long periods of time (includes the lifting and carrying of bags & temporary barriers). Enabling Birmingham Airport to deliver an effective operation, of the passenger experience (excluding Security screening), within the Terminals, in both Landside and Airside areas.

Main Duties and Responsibilities

a)Customer Focus

Support the delivery of Customer Service

To provide all of our passengers a positive customer experience, through identifying and reporting of problems incurred and using initiative to respond or take preventative action to stop, or limit disruption.

Supporting the safe operation of the public areas of Terminal Buildings.

Fire safety awareness training provided.

b)Supporting the Facility

Maximising the use of existing facilities whilst not compromising customer service.

Ensure that the PSM/AM is aware of issues effecting the operation of the Terminal Buildings and proactively help to resolve operational problems to minimise impact on customer service.

c)Relationships

Working in partnership;

Liaise with the PSM and Airport Control Centre (ACC) and take guidance, or identify and discuss areas requiring assistance during peak times.

Communicate with Airlines, Agents & Control Authorities to ensure the efficient and effective operation of airport facilities.

Communicate with and assist the established Customer Service Team

Provision of good customer relations.

d)Team

A Team player;

To be a supportivemember of the Passenger Services Team ensuring that passenger processing, information services and customer services within the Terminals is delivered as efficiently, effectively and professionally as possible.

To assist the PSM as and when required.

To join into a culture of continual improvement by fully participating in the success of the business and your own self development.

e)To undertake such other duties commensurate with the grading of the post, this will be determined from time to time, in line with the needs of the business.

The Airport Company reserves the right to vary the duties and responsibilities of staff under Conditions prescribed in local agreements. Thus, it must be appreciated that the above duties may be altered as the future changing needs of the service may require.
Human Resources Manager
Department Head

FM-HR-PN-000(V4)