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Ready for your career to take off?

ASA – Customer Service

EASL

  • Vacancy type: Full-Time Permanent
  • Closing date: 17/02/2025
  • Salary: £12.20/hour + shift pay

Role overview 

The Airport Service Agent is a varied role with its primary function to provide excellent customer service to our passengers and to support the Airport Operations Team.

You will greet and assist passengers, provide guidance, and support the management of the check-in operation. Alongside this you will prepare passengers for security and will will communicate with the Operations team via telephone and radio transmissions keeping them informed of any concerns or expected disruption. You will escalate any emergencies to the Control Centre and take appropriate initial actions where possible.

The role operates on a rotational, 37 hour roster including early starts and late evening finishes with shifts up to 10 hours. It also includes manual-handling and you will be required to be on your feet for long periods of time.

What you’ll be doing

  • Check-in set-up – preparing efficient space for our customers to check-in, troubleshooting, fault reporting and restocking of essential items
  • Check-in and kiosk hosting – greeting passengers as they enter their check-in zone and ensuring they are are in the correct space for their airline
  • Passenger interaction – assisting passengers with general inquiries and information regarding security compliance (liquid rules, security preparation information, etc)
  • Assisting with the management of contingency queuing and other airport contingency plans under the guidance of the Operations Team
  • Passenger assistance in the event of cancellations and disruption
  • Airport Security – awareness of general airport security processes (unattended luggage, security breaches) and escalation process for reporting
  • Onward travel and transport links assistance
  • Basic first aid and escalation process for reporting emergencies
  • Trolley collection – on-foot collection and return of trolleys including landside/airside process

  • Essential: This role requires the successful candidate to obtain a Counter Terrorist Check, so you must have been living in the UK for the last 3 consecutive years
  • Essential: A passion for delivering excellent customer service.
  • Essential : Attention to detail, ability to prioritise, and effective time management skills
  • Essential: A good level of physical fitness, and the ability to handle tasks such as pushing, pulling and walking long distances (over 10k steps per day)
  • Essential: fluent in English – written and verbal 
  • Essential: Be able to be cleared in accordance with CAA regulations (includes providing a satisfactory five-year reference history and EAL being able to undertake a satisfactory Criminal Record Check and Counter Terrorist Check on your behalf)
  • Desired: Understanding of airport operations and processes impacting the passenger journey.
  • Desired: Experience in a busy, customer facing environment
What we’ll offer you

  • Pension scheme- employer contributions can be up to 6%
  • 28 days holiday, based on full time roles, increasing with service
  • Annual discretionary bonus
  • Supporting your health and wellbeing- private healthcare after 1 years’ service, access to our Employee Assistance Programme and occupational health services
  • Free car parking on site and when you go on holiday
  • We offer a range of other benefits, find out more here

Why EDI?

We are Edinburgh Airport, where Scotland meets the world. The success of the airport comes down to our people, and you can help us deliver even more big days for our passengers and colleagues. The development of your career is important to us, and we’ll support and encourage this every step of the way. As a business we’re driven by our values – they’re at the core of our culture and everything we do. We’re looking for people who will demonstrate these values day-in, day-out. So if this sounds like you, apply now and get ready for your career to take off.

Building a diverse workforce that is inclusive and accessible to all is a priority for our business. As part of this journey, we are proud to be the first UK airport to be endorsed by WORK180. They only recognise great employers for all women. Find out about our policies on our WORK180 employer page.

As a Disability Confident Leader, we are committed to ensuring applicants with a disability can participate fully in our recruitment process. Please let us know in your application form if you require any adjustments, such as parking arrangements or alternative methods of communication.