Job Description

About the role

Reporting to the Customer Support and Insights Manager, the Customer Support Advisor connects with customers wherever they want to be met and ensures that their queries, compliments, complaints, and feedback are heard. The aim is to have good conversations that convert into great experiences.



As a Customer Support Advisor, you will be responsible for feeding the voice of the customer back to the relevant stakeholders. You will be responsible for 1-2 areas of ownership and will contribute to the measure of customer satisfaction and shaping of continuous improvement strategies.


The Customer Support Centre is live between the hours of 7am and 6pm, advisors work 8 to 9 hour shifts between these hours on a rolling roster basis. Advisors work 1 in 5 weekends with occasional AL cover.

About the Recruitment Process

The recruitment process for this role will be comprised of 2 stages. The first stage will be an online assessment, designed to test you on competencies that are relevant to the role. If successful, you will be invited to a second stage interview, where you will get the chance to meet our Head of Data Analytics and our Customer Support and Insights Manager. It will be a competency based interview, where you will be asked questions about your experience and motivations in applying for the role.



Please note, our interview process may be adjusted depending on the volume of candidates. We are committed to supporting diverse ways of thinking and working, so if you require adjustments in the recruitment process, please let us know on your application. You can find out more about our interview process and the types of questions we ask here.

What you'll be doing

Effectively and efficiently respond to customer contact within agreed KPI's and SLA's over multiple channels including live-chat, email, phone call, 3rd party review sites and social media, whilst recording all required data elements and following established procedures Investigate, respond to and close customer complaints in relation to the airport journey or product experience (e.g., car parking, fast track) and work with relevant stakeholders to review CCTV footage or data records e.g., eGate or ANPR timestamps Work with the Environmental Noise Advisor to understand, investigate and respond to customer contact in relation to the airport flight path and associated noise Champion at least one feedback stakeholder area where you will lead monthly/quarterly meetings. Using the most up-to-date customer contact reports, data, and surveys, you will provide insight into satisfaction, sentiment, wants and desires. You will also provide suggestions for continuous improvement to stakeholders and relevant projects Provide off-season support to relevant stakeholders where necessary such as: volume recruitment, holiday decorations, and industry benchmarking

What we're looking for

To apply for this role, you'll need


This role requires the successful candidate to obtain a Counter Terrorist Check, so you must have been living in the UK for the last 3 consecutive years

Essential

: Excellent interpersonal skills and ability to build positive relationships with customers and business stakeholders

Essential

: Strong ability to communicate effectively verbally and in writing, with great telephone manner, high energy, and ample enthusiasm

Essential

: A passion for delivering excellent customer service

Essential

: Attention to detail, ability to prioritise, and effective time management skills

Essential

: Ability to work independently and self-manage priorities where required.

Essential

: Tech savvy, comfortable administering and switching between multiple systems

The following additional items would be nice to have, but are not essential for the role:

Desired

: Experience in Hospitality, Travel and Tourism, or a related discipline

Desired

: Understanding of airport operations and processes impacting the passenger journey

Desired

: Experience working with customer relationship management (CRM) platforms e.g., Zendesk, Salesforce, and/or social media platforms e.g., Twitter, Facebook

Desired

: Confident user of Microsoft Office software incl. PowerPoint, Word, and Excel

Desired

: Experience working in a Support Centre environment

What we'll offer you

Pension scheme- employer contributions can be up to 7% 32 days holiday, based on full time roles, increasing with service Annual discretionary bonus Supporting your health and wellbeing- private healthcare after 1 years' service, access to our Employee Assistance Programme and occupational health services Free car parking on site and when you go on holiday We offer a range of other benefits, find out more here

Why EDI?

We are Edinburgh Airport, where Scotland meets the world. The success of the airport comes down to our people, and you can help us deliver even more big days for our passengers and colleagues. The development of your career is important to us, and we'll support and encourage this every step of the way. We offer in-house and external training, both role specific and based on your objectives.



As a business we're driven by our values - they're at the core of our culture and everything we do. We will ask questions based on our values during your interview, as we're looking for people who will demonstrate these values day-in, day-out. So if this sounds like you, apply now and get ready for your career to take off.



As a Disability Confident Leader, we are committed to ensuring applicants with a disability can participate fully in our recruitment process. Please let us know in your application form if you require any adjustments, such as parking arrangements or alternative methods of communication.





We give colleagues the opportunity to engage with different people and projects, within our business and beyond. You can get involved in a variety of different employee groups, including Diversity, STEM, Wellbeing, or create your own community - it's important to us that you can share your interests and be yourself at work.