Customer Experience Assistant (Zero Hours)
Zero Hours £15.13 per hour basic pay + shift pay £3.63 per hourJob Overview
We're looking for confident drivers, able to safely operate large passenger coaches and ambu‑lift equipment around aircraft. A calm, positive, ‘can‑do’ attitude is essential, along with the ability to deliver excellent customer service in every task.
You’ll be support passengers, especially those with reduced mobility — by providing friendly assistance, pushing wheelchairs, handling baggage, working indoors and outdoors. This role involves heavy manual handling, with plenty of time on your feet.
You’ll be support passengers, especially those with reduced mobility — by providing friendly assistance, pushing wheelchairs, handling baggage, working indoors and outdoors. This role involves heavy manual handling, with plenty of time on your feet.
This zero hour role offers flexible shifts across airport opening times. The Airport is open 05:30 – 21:30, 7 days a week, 364 days per year. Our peak days are Saturday and Sunday, and during the busy April to October period there is an expectation to work a minimum of 16-24 hours per week, including weekends.
For this role you will be required to obtain a security pass which requires you to be a minimum of 17 years old. As part of the recruitment process, prior to interview, there will be a short physical exercise due to take place on 28 or 29 March 2026 to assess your strength and ability to support passengers with little to no mobility as well as your ability to push heavy weights.
Key Responsibilities
- Provide a welcoming experience for all our passengers upon their arrival at the airport, offering assistance with various aspects of their journey, including check-in, self-service bag drop, pay stations, security, and directions within the airport.
- Walk the floor, providing an information service and answer passenger enquiries regarding flight details, gate locations, baggage, and other airport-related information.
- Provide support to passengers with reduced mobility and those requiring special assistance, ensuring their needs are met promptly and with care.
- Provide wheelchair assistance and escort PRM passengers through the self-service bag drop and security checkpoints, support them with their shopping and dining experience and taking them on to their departure gates.
- Ensure Special Assistance/PRM passengers are safely and comfortably boarded onto aircraft.
- Ensure Special Assistance/PRM passengers are met at the aircraft and safely and comfortably supported through the arrivals passenger experience and on to their next destination.
- Assist Special Assistance/PRM passengers with their luggage, including check-in and self-service bag drop, retrieval, and transportation of baggage, safely load and unload baggage onto carts and transport them to designated areas.
- Provide exceptional customer service by addressing passenger inquiries, concerns, and requests in a friendly and professional manner.
- Maintain a calm and patient demeanour when assisting passengers, ensuring their comfort and well-being.
- Adhere to all safety regulations and guidelines for the handling of passengers who require Special Assistance/reduced mobility by following established procedures for lifting, transferring, and securing passengers and their mobility aids.
- Ensure wheelchairs and other mobility equipment are in good working condition and fault report any equipment issues or maintenance needs promptly.
- Complete necessary paperwork and documentation related to passenger assistance, baggage handling, and any incidents or accidents.
- Provide oversight and supervision of the sensory room.
- Support passengers locate lost items and guide them through the process of reporting lost belongings or luggage.
- Escort VIP transfers ensuring an exceptional experience for our VIPs.
- Support and co-ordinate queues as they occur, using tensator tape and fast-tracking passengers who flights have been called. Prep passengers for security as necessary.
- Take up the level 1 Security position at peak times providing support on boarding cards and tray loading.
- Fault reporting and health and safety checks of the terminal.
- Support the management of passenger queues, fast tracking passengers when necessary.
- Act as an Escort for non-security passholders.
- When necessary, set up the Passenger Reception centre.
- Act as terminal Fire Warden in cases of emergency Fire Evacuation.
- Act as first responder to provide basic first aid (triage/defib/screens)
- Collaborate with all airport staff and business partners to facilitate efficient passenger assistance.
- Carry out coach and Ambu-lift driving as and when needed.
- Support HBS (Hold Baggage System) when required
Skills, Knowledge and Expertise
- GCSE level education or equivalent
- MHFA/Makaton – training can be provided
- Basic First Aid & Defibrillator – training will be provided
- Level 1 Security training – training will be provided
- Manual Handling – training will be provided
- Knowledge of hidden disabilities, neurodiversity
- Knowledge of the airport services available
- Knowledge of the airport layout
- Knowledge of where to find out information about the airport if not known
- Hold a driving licence
- Ability to speak other languages
- Previous experience in customer service or passenger assistance roles
- Strong communication and interpersonal skills
- Compassionate and patient attitude when working with passengers with hidden disabilities and/or reduced mobility
- Ability to work in a fast-paced, sometimes stressful airport environment
- Knowledge of safety protocols and procedures for assisting PRM passengers.