Job Title Customer Service Agent – Zero Hours

Location: Luton

Salary: £14.60 per hour

Job Type:  Zero Hours

About the role:

We require our agents to adopt a professional attitude at all times and to provide customer service that is commensurate with the Harrods brand. They are required to be quick thinking and very adaptable, as the nature of our business often dictates unique requirements.

The role is often demanding, requiring our staff to be organised and able to co-ordinate and communicate with all other departments. They have to be multi-skilled, often having to undertake several tasks at once.

Responsible for delivering an exceptionally high level of customer service to Harrods Aviation’s passengers and crews. Duties will be delegated by a senior staff member, but staff are expected to work under their own initiative and as part of a team.

Duties and Responsibilities:

• Providing an exceptionally high level of service ensuring that all customer needs are met in a timely and appropriate fashion.
• Maintaining a professional image at all times.
• Ensuring that all tasks and duties are completed during the scheduled shifts in an efficient manner.
• Daily liaison with other departments within the organisation and with external organisations relating to the efficient operation of the company.
• Taking ownership of problems and dealing with them in a professional manner.
• Processing customer requests, under the direction of the Lead CSA.
• Placing orders for services, including engineering, ground transport and hotel accommodation using approved suppliers.
• Cross selling of additional services supplied by Harrods Aviation.
• Using and operating communications equipment.
• Adhering to departmental procedures and systems to maintain optimum efficiency and consistency.
• Baggage handling with assistance from Ramp staff.
• Driving passengers and crew to and from aircraft.
• Ensure vehicles, lounges and all areas are kept clean and tidy.
• Maintain stock control of supplies for passenger and crew lounges.
• Cover reception duties as required.
• Remain current with the latest information via use of our internal company systems.
• Perform other duties as requested.

The Hours:

The Operations Department operates 24 hours per day, 7 days per week, 365 days a year.

Hours worked will be at the company's request and will be subject to the business requirements. Breaks, which will be unpaid, will be taken when operationally possible.

You will be required to work as part of a team covering a 24-hour operation, which will include working days, lates, nights, weekends and bank holidays. You will also be required to work in all weather conditions.

You will be required to work a minimum of five occasions per calendar month, subject to the needs of the business. Please note that there is no contractual obligation for Harrods Aviation to fulfil a five day minimum, and that this remains dependent on the operational needs in any given month.

There is no obligation for the company to offer a minimum amount of working hours to you; likewise there is no obligation on your part to accept work when offered to you, once you have worked the minimum requirement of five occasions per calendar month. Initial training will require a period working Monday to Friday.

About you:

Ideal candidates will have a proven knowledge of customer services, which will have been gained working in a 5* hospitality environment or within the first/club/business class cabins of the airlines renowned for their customer service standards.

The role is demanding and the successful candidate should be flexible, able to work under pressure and have the ability to prioritise whilst remaining calm and continuing to set a professional example to your team.

Applicants should also have an enthusiastic, willing personality with a sense of humour and the ability to work on their own initiative. Good communication skills, combined with courtesy and integrity, are essential.

Good computer skills and administration skills (Microsoft packages, general working knowledge of systems) are an essential requirement.

A full UK driving license is essential, as is holding the right to live and work in the UK.

You will also need to have a 5 year checkable history in order to obtain an airport ID pass. You must be physically fit and able to do the job, have full vision (with the use of aids if necessary) and pass a standard medical and test to obtain an airside driving permit within the probation period.

Benefits:

• Harrods Rewards Card (staff discount)
• BHSF Health Cash Plan
• Onsite Parking
• Full Uniform Provided

Please click the APPLY button to submit your CV for this role

Candidates with experience or relevant job titles of; Client Support Specialist, Customer Care Representative, and Customer Success Associate may also be considered.