Lead Agent

Lead Agent

Permanent Role

Location: Birmingham Airport.

Hours: 4 on 4 off shift pattern, varied shifts.

Pay: £13.44 ph

Are you looking for a new and exciting role? Join our team at Birmingham Airport as a Lead Agent is a customer service specialist, who not only excels in the highest level of customer service, also has expert knowledge in the WJ product offered at BHX. The staff member purposely wears a stand out uniform, to create a focal point; making the staff member easily visible to staff, airlines and passengers.

About the Role:

As a Lead Agent, you will be responsible for:

Plan and Lead on the smooth offload/on-loads of all high volume PRS flights at BHX

Offer mentoring to new/inexperience agents within the operation

Oversee high profile or complex PRS passenger requests

To be a continued airside Presence to act as a first responder for Airlines and PRMs issues as they arise.

Responsible for reading the daily brief to CCAs and ensuring up to date with any operational/terminal changes.

To promote and Audit CCAs performance and practice and ensure best practice is always promoted

Ensure that operations control is updated on progress by use of PDAs by yourself and the Agents. Milestones must be updated accurately at each point of the journey.

Perform Customer Care Agent (CCA) duties as directed by operations control.

Why Join Us?

Annual leave entitlement of 5.6 weeks.

Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.

Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.

Health and Wellbeing – Life assurance scheme, access to mental health support specialists

Access to an Online GP for you and your dependents.

Financial support

Discounts on hundreds of retail sites

What we are looking for:

Previous Airline &/or Airport experience is desired although not essential as full training will be provided

You must be able to speak/read and write in English to adhere to company notices, staff briefings and individual instructions provided to you, which will affect your working duties

Self-motivated and reliable with a conscientious approach to the Safety and Security aspects of your role.

Excellent communication skills with an empathic nature

Demonstrate excellent customer service

Basic IT Skills

To understand the importance of accurate reporting, having the ability to navigate the Operational systems to record passenger information / milestones and allocate tasks to Customer Service Agents, where required.

Demonstrate the ability to think and act quickly in emergencies or under pressure.

Have an ability to deliver clear verbal and written reports where necessary.

Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability

Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.

Internal Applicants

At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenges

If you are currently employed under TUPE terms and conditions, please note that successful appointment to this role will be on Wilson James standard terms and conditions.

Please note that successful internal applicants will be appointed on the terms and conditions applicable for this role and as detailed above, current terms and conditions will not apply.