Job Description

As a Passenger Service Advisor, you will be responsible for a professional and courtesies onward travel services and information to all arriving passengers at Heathrow. Dealing with passengers queries and providing the essential services are the key element of this role. Being the face of the company a high level of customer service is required at all times.

The main purpose of the job is to make an effective contribution to the retail sales objectives through efficient, professional and accurate sales and support service in with a strong focus on customer care and interest in product knowledge.

Skills required:

Experience in Customer service Computer literate, confident with programs such as Microsoft Office Strong understanding of the English language Strong organisational and communication skills Ability to work to under pressure Able to follow and work on operational procedures and maintain consistent service standards Proactive, self-motivated, positive attitude

Hours:

5 / 7 days per week, Shifts timings: From 5:30 am till 11:30 pm 40 hours a week Overtime available; Full Flexibility required

Key Accountability and Responsibility:

Provide excellent face to face sales and support service to all passengers, with: accurate, professional and efficient service; high level of customer care and responsiveness; an effective contribution to the team sales target and good product knowledge and understanding Accurate and efficient handling of all point of sale transactions, either cash or card payments, and reconciliations Work to give guidelines to manage stock maintenance and display of merchandise Stocktaking - manual counting in stock takes as directed Provide support to team with opening and closure of units, security awareness and general vigilance Maintain high standard of house-keeping in all units Able to respond positively to feedback and support a culture of continuous improvement Able to understand and follow operational procedures in a constantly changing environment Puts the customer first, smiles, acknowledges and uses appropriate techniques at busy times. Recognise different customer types, adapts personal style to build rapport and identifies customer needs and converts sales. Handles customer enquiries/complaints effectively and seeks opportunities to enhance the customer experience.

Retail Excellence:

To be aware and react accordingly to ever changing environment and is active in associated networking. Respond to KPI's and service/store performance requests, communicates effectively with team and takes actions to make improvements to service and increase sales. Maximise sales and prevent loss by monitoring, reviewing, checking and communicating issues whilst ensuring that stock etc is stored in accordance with company standards and airport guidelines and regulations. Responsible for the security of Company monies and property, therefore ensure all administration and security procedures are followed by self and team and uses information to take preventative actions. Maintain a clean and hygienic service area and store, front and back, ensuring it is well organised, safe and complies with legal and internal procedures.

Other Duties :

To carry out any duties as required in the first instance by the management in order to support the success of the business. Cover other terminal units or department if and when required. Performance reviewed regularly against Management objectives and Key Performance Indicators
Job Types: Zero Hours, Commission

Job Types: Full-time, Zero hours contract

Pay: 13.85 per hour

Benefits:

Employee discount Flexitime
Experience:

Customer service: 1 year (preferred) Sales: 1 year (required)
Language:

Multilingual (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person