Job Title: driver- customer service agent
Full UK driving licence is required
Salary £7.50
Shifts 4.30am -23.00pm
Based: London (Heathrow)
Job Purpose:
To manage the entire process of collection, storage and repatriation of passengers lost luggage. Acting as the first line of communication, ensure that deliveries are properly managed to meet the Service Level Agreements in the most cost effective and economical manner. Managing all aspects of the day-to-day communications with customer’s whilst upholding the highest standards of customer service. Maintain accurate records and communicate appropriately with Airlines, colleagues and line manager.
Key Areas of Responsibility
•To supervise, co-ordinate and action the day-to-day operational activities and to ensure customer service is of the highest standard compliant with the code of conduct.
•Manage all processing of mishandled baggage repatriation through the BDS system. Have the ability to manage a manual process in the event of the system temporarily not being available. Providing accurate daily records, automated or manual, of information as required by the company to manage the business.
•Ensure all duty staff/sub-contractors reporting to you are familiar with our customer service policy and represent the company appropriately with regards to their general appearance, customer service and vehicle condition.
•To ensure all staff/sub-contractors reporting to you on are familiar with the health and safety regulations, the contractual obligations regarding the safe driving of vehicles and their general condition and maintenance.
•Maintain accurate reports on all vehicles under your day-to-day control and manage any issue in relation to them. Refer any issues which require to be escalated in relation to vehicle maintenance, insurance, accidents/incidents to your line manager immediately; ensuring to liaise with line manager where costs are to be incurred to allow him/her to manage them in line with their budget.
•To organise airport collections in accordance with the SLA’s, liaise with customers for delivery times and action or allocate delivery runs ensuring the maximum use of the vehicle at minimum cost. The prudent use of drivers across airports during quieter times.
•To answer all communications, telephone calls, emails fax, etc. In a timely, courteously and professional manner, providing as much assistance as required. Manage the customer’s expectations to ensure we “under promise and over deliver”.
•To support the line manager in planning for the seasonal peaks and troughs of business.
•To carry out any other associated duties as and when directed.
•Manual lifting and loading up to 32Kg
This list is not exhaustive
Person Specification for Operations Agents
General
This role is the first line of management and the first line of contact for customers. Will often be located where there is no immediate managerial support. The person will be knowledgeable of airports, courier work in general and have some prior experience of managing and working with a team and a proven record of getting the job done. Demonstrate self-motivation and the ability to act with common sense.
Essential
•Be able to supervise and lead a small team.
•Set a good example to the staff with a clean and tidy appearance.
•Be physically fit.
•Full UK clean driving licence.
•Ability to obtain a CRB check and provide 5 years employment history (for Airport ID purposes)
•Experienced driver with at least two years’ experience driving vans or larger vehicles on public roads.
•Prepared to be flexible and work at short notice if required.
•First class communication and customer service skills.
•Must be literate, numerate and able to use a computer.
•Be calm under pressure and non-confrontational.
Desirable
experience in administration skills
Formal training in computer packages - Outlook, Excel, Word, etc.
A good knowledge of the local area and map reading
Ability to drive vans of 3.5. Tonnes
Job Type: Full-time
Salary: £7.50 /hour.