Menzies- Customer Service Agent


Assist the Customer Service Lead Agent in the daily operation providing all necessary help and support to passengers as required by our customer airlines which could include baggage processing, reservations and ticketing, boarding of flights, greet and marshal passengers, handle customer complaints and other duties as assigned, ensuring customer service standards are achieved and that Menzies aviation, airport and customer airlines policies and procedures are adhered to.

Main accountabilities include:

  • As part of the Front of House team you will ensure safe, on-time departures for our airline customers ensuring check-in, bag drop and boarding gates are open and closed on time to achieved on time performance.
  • You will work in all customer service departments including check in, departures and arrivals. Ticket desk and Lounge services as required
  • You may be required to work in or provide coverage to the Baggage Facilities Office.
  • You will process customers using an automated DCS or manual system ensuring full compliance with regulatory, company and airline requirements.
  • Ensure you deal with disruption and irregularities with confidence and composure.
  • Be able to consistently deliver the highest possible customer service, whilst promoting a professional image at all times.
  • You will have the ability to drive through policies and procedures and represent the Company in a professional manner at all times.
  • Ensuring that housekeeping is maintained in all areas, including check-in desks, gates and stock room.
  • Removal of unclaimed baggage from the reclaim baggage belt up to a maximum of 32kg in line with manual handling procedures.
  • Maintaining and promoting a high standard of safe and secure working environment at all times.
  • Any other reasonable duty as requested by Front of House Manager or Station Manager



  • Carry out all activities of the role and processing activities (as above) as directed by the Company through its policies, procedures and training to ensure the success of the operation including the following:
  • Full compliance:
    • Health & Safety
    • Training
    • Equal Opportunities
    • Harassment
    • Data Protection
    • Security
  • Remain up to date with all station notices relating to policies and procedures
  • Remain up to date with all relevant operational, systems and Customer Service training
  • Maintain a safe and secure working environment at all times
  • Comply with the Company’s open, fair and honest reporting culture

Qualifications and Experience:

  • Must have experience working within Customer Services Department.
  • Well organised with meticulous attention to detail and accuracy, able to work on their own initiative to specific deadlines, have the ability to recognise and deal with challenges promptly and efficiently.
  • Ability to work within a pressured environment.
  • Must be flexible to adapt to changing demands/circumstances.
  • Team player with strong interpersonal skills.
  • Ability to influence, motivate, negotiate and communicate effectively at all levels.
  • Flexibility to work on various shifts (days, evening, nights, weekends, and holidays)
  • Ability to travel to the airport at times where public transport is not available
  •  Must be able and willing to learn airline specific computer systems
  • Passionate about customer service
  • Commitment to continuous improvement


This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. It is not intended to be exhaustive. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. This job description does not form part of the post holder’s terms and conditions of employment and may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.