Swissport – Customer Service Agent

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