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Customer Service Agent (Passenger Services)

  • Swissport International Ltd - 47 jobs

Liverpool, Merseyside, England


Job Summary

To provide all necessary help and support to passengers as required by our customer airlines which may include check in, baggage processing, reservations and ticketing, boarding of flights, air-bridge operation, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Job Responsibilities

  • Assist passengers with self-service check-in kiosks
  • Inspect and verify passenger documentation
  • Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
  • Manage passenger baggage processing including handling and fee calculation if applicable
  • Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
  • Direct passengers through Customs, Immigration, and quarantine as required
  • Make public address announcements as required
  • Assist colleagues in other areas of the airport to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
  • Comply with all UK/Ireland/EU legislation as well as airport authority and carrier security requirements
  • Comply with Swissport Standard Operating Procedures (SOP's)
  • Operate computers and specialist equipment such as air-bridge, scanners and airline specific software
  • Produce work-related documentation when required
  • Maintain the highest standards of safety and security at all times
  • Other duties as assigned

Career Progression

You will commence the role as a Grade 1 Agent Level 1, after successful completion of 12 months service subject to passing the probationary period and demonstrating competence in all basic and intermediate tasks, you will become a Grade 2 employee. Following a further period of development and subject to job vacancies arising you will have the opportunity to apply for other positions /promotion.


GE01 / UK19 Company Induction / Equality, Diversity and Data Protection
UK20A Emergency Response Procedures Customer facing
GE03A Health & Safety Pax Specific
GE15 Manual Handling
DG05 Dangerous Goods
UK02 Baggage Reconciliation
GE-UK-07 Fire Awareness
Airline Product Knowledge Customer Specific
PAX01 Dealing with Special Passengers and PRM
PAX02 Flight Disruption / Irregularity Handling
PAX03 Arrival Function / Procedures
PAX05 Boarding Gate
PAX06 Travel Documentation
PAX07 Basic Check In and Baggage Allowance
PAX08 Sales
PAX10 Passenger Seating

PAX11 Manual Check In

Tasks and Activities


  • Corporate Induction
  • Departmental Induction (Inc Principles of Flight)
  • Emergency Procedures Awareness
  • Health & Safety Awareness
  • Manual Handling
  • Dangerous Goods Regulations (DGR) Awareness
  • Accounting and Authorising (AAA)
  • General Security / Fire Awareness (GSAT)
  • Airline product Knowledge
  • Animal (AVI) & Weapons Awareness
  • Announcements
  • Arrivals Segregation & Presentation
  • Baggage Check & Processing (Both Hand & Hold)
  • Basic Flight/ Ticket Disruption Handling Awareness
  • Check-In Procedures (Manual)
  • Distribute Issue Light Refreshment Vouchers
  • Passenger Boarding Procedures
  • Passenger with restricted Mobility (PRM) Services
  • Passport & VISA Checks
  • Seating Allocation at Check-In
  • Special Assistance Duties (UM etc.)
  • Travel Services Product Sales (Lounge/Concierge etc.)
  • Airline Check-In Systems
  • Passenger Marshalling (Inc Pass Guidance Systems)

  • Aircraft Cleaning (Internal)
  • Airline Revenue Payments
  • Check-In Procedures (Open & Close)
  • Departure Gate Control/ Oversee Activities
  • Equipment Checking
  • Gate Bag payment Handling
  • Introduction to Lounge Services
  • Kiosk Hosting / Bag Drop Supervision
  • Passenger with Restricted Mobility (PRM) Services
  • Property Irregularity Reports (PIR)
  • Assist with Dispatch Duties as required
The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

Full time

Posted 8 Jan 2020

Closes 7 Feb 2020

Ref: 2010870

This job was posted to: Passenger service agent