Make someone's day, every day.

When you’re one of our team, you’ll play a vital part in every customer’s journey.


The part you’ll play

  • To lead by example, strictly following correct airline and company procedures, demonstrating excellent customer service skills and promoting safe work practices.
  • You will support the check-in team by doing the following;
    • Ensuring check-in closes on time.
    • Ensuring there is adequate and effective queue management.
    • Ensuring that communicated passenger information is correct, plentiful and regular.
    • Ensuring the floor walker is performing their duties correctly.
    • Ensuring staff are performing their duties correctly, whilst maintaining a high level of customer service.
    • Ensuring the correct security checks are being performed.
    • Designating and co-ordinating staff breaks.
    • Ensuring the setup of the check-in hall is professional, effective and managed, including barriers, signage and airport screens.
  • You will support the departures team by doing the following;
    • Ensuring gates are opened and closed on time.
    • Ensuring there is active gate preparation, with barriers, baggage gauges and signage set up correctly and the correct announcements made.
    • Ensuring that the correct security checks are performed before a passenger is allowed through the gate.
    • Ensuring that oversized and additional hand luggage is being challenged, and the appropriate fee is being taken.
    • Ensuring staff are performing their duties correctly, whilst maintaining a high level of customer service.
  • You will allocate duties as necessary to ensure that optimum on-time performance and customer service is achieved.
  • Assist with the online training of Passenger Service Agents.
  • Report all related delays during the shift, giving full and accurate details.
  • Safeguard the health, safety and welfare of staff, customers and other visitors in compliance with the Company’s Health and Safety Policy.
  • Represent the company in a professional manner at all times.
  • Assist with company workplace inspections.
  • Effective disruption management.
  • Supervise the operation during night shifts, ensuring staff are allocated correctly, administration tasks are completed and that the gate and check-in areas are set up for the following days operation.
  • Assist the Duty Manager and Assistant Manager in conducting Passenger Service Audits.
  • Ensuring that housekeeping is maintained in all areas, including staff rest room, sales desk, check-in desks, gates and stock room.
  • Full compliance and implementation at all time of the following;
    • Airline Handling Manual
    • Company Ground Operations Manual
    • Airport Regulations
  • To be able to perform the function of customer service agent/assistant duty manager when required.
  • Any other reasonable duty requested by your line manager.
  • Fully comply with all Company policies including;
    • Health and Safety
    • Training
    • Equal Opportunities
    • Harassment
    • Data Protection
    • IT and Social Networking


What you’ll need to bring:

  • Must be pro-active and forward thinking
  • Must have suitable experience working within a Passenger Services Department
  • Possess excellent people and communication skills
  • Have strong leadership and motivation skills
  • A working knowledge of Airlines and Airport Authority Regulations
  • Be flexible in their approach to work and their working hours.


What you’ll get in return

You’ll be part of a friendly organisation who values the part their people play. You’ll see that there’s no place like an airport to work in, either. A unique, fast-paced environment, bustling with people, it’s a world in itself, where every day brings a new experience. So, you’ll enjoy plenty of variety and development opportunities and you’ll have our full support and training, for the whole of your career journey with us.

Working in an Airside role, to follow aviation security requirements, you will be required to hold a full Airside Security Pass. To obtain this we will need 5 years' full referencing history, with a Criminal Record Check.


About Menzies Aviation

Menzies Aviation is a global provider of customer, ramp and cargo handling services. Our people are the friendliest of faces for millions of customers, making sure they have a safe and seamless journey through the airport and all the documents they need for their flight.

Operating at over 140 stations in 31 countries and supported by a worldwide team of over 21,000 employees, we serve over 500 airlines handling over a million flights, and 1.6 million tonnes of cargo every year... and, we’re still growing our business. We work to be the best at what we do, and that means employing and supporting the best people.


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London City Airport
City Aviation House, Royal Dock, London, United Kingdom, E16 2PB
  • Salary:
    £13.19 per hour
  • Grade:
  • Location:
    London City Airport
  • Region:
    Greater London
  • Function:
  • Vacancy Type:
    Full-Time Permanent
  • Hours Per Week: