Stansted, Essex Harrods Aviation

Job Title: Customer Service Agent

Location: London Stansted Airport

Salary: 30,494 per annum

Job Type: Permanent, Full Time

Working Hours: 40 hours per week, 4 on 4 off shift pattern

Shifts are 11 hours in length (with a 30 minute unpaid break so 12 hour total) and are either (Apply online only) or (Apply online only)

Start Date: ASAP

Harrods Aviation is a widely recognised leading company in the General (Private) Aviation industry. We are committed to employing the very best individuals who can demonstrate and deliver the very highest level of customer service.

About The Role:

As a Customer Service Agent, you will be 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 will be expected to work under their own initiative and as part of a team.

Principal Accountabilities:

  • Provide an exceptionally high level of service ensuring that all customer needs are met in a timely and appropriate fashion
  • Maintain a professional image at all times
  • Ensure 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
  • Take ownership of problems and deal with them in a professional manner
  • Process customer requests, under the direction of the Lead CSA
  • Place orders for services, including engineering, ground transport and hotel accommodation using approved suppliers
  • Cross selling of additional services supplied by Harrods Aviation
  • Use and operating communications equipment
  • Adhere to departmental procedures and systems to maintain optimum efficiency and consistency
  • Baggage handling with assistance from Ramp staff
  • Drive 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 the internal Company Systems, i.e. Q-Pulse and Email
  • Perform other duties as requested

Hours of Work:

The Operations Department operates 365 days a year. CSA's are required to work a shift pattern and the average working week is 40 (FT) or 20 (PT) hours. Overtime as and when required is agreed with management in advance, for which you will receive overtime or lieu time.

The opening and closing hours are based on the customer's requirements.

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
  • 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 administration skills are desirable and computer literacy would be an advantage
  • You must hold a full UK driving license in order to gain an ADP (Airside Driving Permit) to allow you to drive on airport without restriction


  • Enhanced annual leave entitlements
  • Holiday Purchase Scheme
  • Happy Birthday Day
  • Harrods Rewards Card (staff discount)
  • BHSF Health Cash Plan
  • Full uniform provided
  • Onsite Parking

Additional Information:

Please note the company is not able to offer sponsorship for this role so candidates must already possess the right to live and work in the UK to be considered.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience, qualifications, and job titles of: Client Relationship Advisor, Customer Service Advisor, Customer Service, Customer Relations, Client Services, Customer Support, Client Services Executive, Customer Service Executive, Customer Service, Customer Service Administrator, Airline Customer Service Agent, Airline Customer Support, Cabin Crew, Hospitality Customer Service, Airport Customer Service, Airport Operative, Business Support, Customer Excellence may also be considered for this role.

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