Airline customer service agent

Entry Requirements:

You can get into this job through:

• a college course
• an apprenticeship
• applying directly

Entry requirements:

College

You could do a college course, which would teach you some of the skills and knowledge you need in this job. Relevant courses include:

• Level 2 or 3 Diploma in Customer Service
• Level 3 Diploma in Aviation Operations
• Level 3 Diploma in Travel and Tourism

Entry requirements:

• 2 or more GCSEs at grades 9 to 3 (A* to D), or equivalent, for a level 2 course
• 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a level 3 course

Apprenticeship

You can get into this job through:

• an Aviation customer service operative intermediate apprenticeship
• a Customer service practitioner intermediate apprenticeship
• an Aviation ground specialist advanced apprenticeship

Entry requirements:

• some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship
• 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship

DirectApplication

When applying directly for jobs, most employers will expect you to have some GCSEs at grades 9 to 4 (A* to C) in subjects like English and maths, or equivalent qualifications.

Required Skills:

Digital skills : to be able to use a computer and the main software packages competently

Skills:

• customer service skills
• to be thorough and pay attention to detail
• the ability to work well with others
• sensitivity and understanding
• patience and the ability to remain calm in stressful situations
• the ability to accept criticism and work well under pressure
• excellent verbal communication skills
• active listening skills
• administration skills
• knowledge of English language
• knowledge of computer operating systems, hardware and software
• a desire to help people
• the ability to read English
• thinking and reasoning skills
• the ability to think clearly using logic and reasoning
• maths knowledge
• persuading skills
• concentration skills
• knowledge of media production and communication
• the ability to work well with your hands

What you'll do:

Airline customer service agents make sure passengers and their luggage safely board the right aircraft at the right time.

In this role you could:

• help passengers with self-serve or assisted check in procedures
• deal with passenger flight queries
• verify travel documents and provide boarding passes
• tell passengers about luggage restrictions
• weigh baggage and collect any excess weight charges
• take care of children travelling alone, VIPs and people who need special assistance
• follow strict safety and security measures
• update computerised records and use equipment like scanners

Location : You could work at an airport.
Environment : Your working environment may be crowded.
Uniform : You may need to wear a uniform.

Salary:

Starter : £15,000
Experienced : £25,000

These figures are a guide

Working hours:

36 - 38 hours a week

Working Pattern is evenings / weekends / bank holidays on shifts

Career Path:

With experience, you could progress to a supervisory role, or a management position like flight dispatcher.

You could also move into other areas of airport operations, or train to become a cabin crew member.