Passenger Services Agent

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.

But at the heart of our business is our people.

Role Purpose

Responsibility for the daily management of the operation in all terminals, through coordinating staff resources to fulfil service standards for all customer airlines. You will ensure that ground handling is delivered safely on time and consistently in line with service level agreements to always include high level of customer service.

What you will be doing

• To consistently deliver the highest possible level of customer service at all times
• To effectively manage queues and minimize unnecessary delays on customer queuing time.
• To process in a professional and confident way any Passenger questions or queries.
• Ensure that all services are provided in accordance with Company Policies.
• To ensure the best use of all the Company's resources and assets at all times.
• To carry out all Ground Handling related activities as directed by the Company through its policies, procedures and training to facilitate the success of the operation in which you have been trained.
• Adhere to and implement the Airport Operator's policies and directives.
• Gather, input and process all data and documentation necessary for the fulfilment of the success of the operation, by manual, automated or computerized systems.
• Check passenger's tickets/confirmation together with relevant identification appropriate to flight, in accordance with the relevant training received.
• Check in hold baggage and follow procedures for hand baggage whilst complying with the relevant Triple AAA procedures as set out by the DfT and in accordance with the relevant training received.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods in accordance to the regulations laid down by the ICAO and IATA.
• Where required allocate seating to passengers, in accordance with the relevant training received.
• Issue boarding cards and baggage receipts in accordance with the relevant training received.
• Make announcements in accordance with the relevant training received.
• Board passengers onto flights whist complying with Triple AAA procedures as set out by the DfT and in accordance with training received.
• Marshall passenger's onto and off aircraft in a safe and efficient manner and in accordance to training received.
• Report any irregularity to the appropriate body irrespective of the circumstances
• Represent the Company in a professional manner at all times
• Any other reasonable duty as requested.

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Experience and knowledge of aviation services, in particular Passenger Services.
• Preferably, experience of working within the aviation industry in a similar role.
• Excellent communication skills.
• Excellent customer service skills.
• Keyboard skills
• Must be flexible and willing to work in shifts covering 24 hours.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now the deadline to receive applications is 23 September 2025.

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