Types of career

Job Title
Customer Experience Representative

Function
Ground Operations Customer Service

Brief Description
Giving customers an outstanding customer experience in the airport and on the ground. Check In, Hosting, Lounges, Boarding, Gate Management, flight management

Key Skills
Customer service, communication, team work, problem solving, resilience

Entry Routes
18 Month Apprenticeship Level 2 & Entry level roles

Day in the Life
Early shifts 4am start! Or late shifts 10pm finish.
Welcome customers with a big warm smile. Range of activities across the day, could be check-in desk, could be in our lounge, could be departing a flight at a gate. Customers are travelling for all reasons – business, family holidays, special occasions etc, so our colleagues have to pre-empt any customer needs and deliver a great experience all round. our colleagues have to deal with some very difficult situations and every-changing situations, including flight delays/cancellations (and angry customers that come along with this)

Fun Fact
Our colleagues check-in celebrities on a number of occasions – our apprentices have checked-in over 500 celebrities between them

Job Title
Customer Service Agent

Function
Processing customers and their luggage.

Brief Description
Checking all travel documents are valid and correct for the destination and transit points. Confirming any additional special services such as wheelchairs, PETC, AVIH and or special meals.

Key Skills
Team Work, Customer Service, Ability to work under pressure and the keep to deadline

Entry Routes
Either via school, college or unit

Day in the Life
Customer Service agents can start early shift as early as 0400. You will be processing customer in via self service bag drop and check-in machines. You may be boarding flights or assisting with transfer passengers

Fun Fact
You will see and meet people from all over the world

Job Title
Lounge Host

Function
Welcome premium passengers to airline or Menzies lounges

Brief Description
Lounge hosts look after airlines premium customers. This could be arranging onward flights and connections. Updating frequent flyer information, seat changes or other responsible requests the customer has

Key Skills
warm and friendly, welcoming and courteous

Entry Routes
Either via school, college or uni

Day in the Life
Hosting lounge welcome desks, making flight announcements and customer calls as needed

Fun Fact
You never know if you will see a famous face

Job Title
Customer Service Agent Level 1

Brief Description
To provide all necessary help and support to passengers as required by 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

Key Skills
Customer service-soft skills. Able to work in a team..Problem solving skills.Eye for detail and accuracy.Customer centricity.Computer skills Flexible and able to work shifts.Sensitivity and empathy

Entry Routes
All routes from college/school leavers to those returning to work and career changes

Day in the Life
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 Make public address announcements as required.Manage boarding process

Job Title
Customer Service Agent Lounge

Brief Description
To strive to provide an excellent experience for the customers who visit our executive lounges. Lounge Agents welcome passengers, facilitating entry to the lounge as well as serving beverages and preparing food as required. Duties will also include maintaining stock levels and ensuring the highest standards of cleanliness and hygiene at all times.

Key Skills
Customer service-soft skills. Able to work in a team..Problem solving skills.Eye for detail and accuracy.Customer centricity.Computer skills Flexible and able to work shifts. Be driven to provide customers with an exceptional level of service to be remembered

Entry Routes
All routes from college/school leavers to those returning to work and career changes

Day in the Life
Greet passengers as they enter the Lounge and introduce them to all aspects of the Lounge product, advising them of all available services and offering assistance where required to maintain customer loyalty.Serve drinks and prepare snacks and meals as required Ensure the lounge remains clean and tidy at all times

Job Title
Ticket & Support Agent

Function
To assist passengers with ticketing queries

Brief Description
Helping to provide our passengers with timely advice and solutions with any issues related to tickets for flights and support they may need before, during or after their journey

Key Skills
Excellent Customer Service skills, great communication skills and able to simplify data for passengers

Entry Routes
Customer service functions either from other areas of Virgin or similar companies

Day in the Life
Can operate at any time from very early in the morning (4am) until late in the evening (11pm). Their job is to delight our passengers and make their experience the best it can be.

Fun Fact
Our agents are some of the most important people working for VA due to the guidance and support they provide.

Job Title
Club House Crew

Function
Serve drinks, food to VIP customers

Brief Description
Working in our VIP lounges, Club House Crew provide a unique and special experience for VIP passengers who expect to get a gold star service, setting themselves up for a great all round experience

Key Skills
Exceptional customer service skills, highly adaptable, engaging and consistent in highly quality of service delivery. Previous catering/service industry experience essential

Entry Routes
Catering college or previous experience in similar work in the industry

Day in the Life
From the concierges who welcome our guests and provide a VIP service to passengers to our Mixologists who serve the most amazing cocktails, our Club House Crew work very hard, but provide an amazing experience for our VIP guests!

Fun Fact
Our Club House Crew come into daily contact with VIPs, which will most likely include some very familiar faces!

Job Title
Ramp Agent

Brief Description
To provide all necessary and required under-wing ground support services as contracted by the customer to include but not be limited to loading and unloading baggage and cargo, marshalling, water and lavatory servicing

Key Skills
Excellent oral and written comms. Multi tasking and working in fast paced environment. Valid driving License. Ability to work shifts and work in inclement weather. Able to lift heavy objects

Entry Routes
All routes from college/school leavers to those returning to work and career changes

Day in the Life
Marshall aircraft during arrival and departure. Unload luggage and cargo. Provide special handling. Deliver luggage to claim area. Drive and operating GSE

Job Title
Baggage Agent

Brief Description
To provide all necessary and required baggage sortation services to ensure departing baggage is loaded on the correct flight, and arriving baggage is reconciled with passengers in a timely manner. Duties include (and not limited to) sorting baggage and cargo, delivery and collection of baggage from the aircraft and handling of inbound arriving baggage and cargo.

Key Skills
Multi tasking and working in fast paced environment. Valid driving License. Ability to work shifts and work in inclement weather. Able to lift heavy objects

Entry Routes
All routes from college/school leavers to those returning to work and career changes

Day in the Life
offload and onload baggage and cargo in a timely and safe manner. Ensuring safe and respectful handling of all baggage inc special items

Job Title
Cabin Presentation Agent

Function
Cleaning the aircraft cabin

Brief Description
Cleaning and replenishing the aircraft cabin between flights. Depending on the airline, complete the secure clean as you clean and replenish the aircraft. This will include crew rest areas and the entre passenger cabin

Key Skills
Attention to detail and very good team work.

Entry Routes
all of the above but also direct from certain demographics returning to work

Fun Fact
You may deal with royal jets or even air force 1

Job Title
Aircraft Services Agent

Brief Description
To provide our customers with an efficient professional cleaning service as per their specifications to include secure cleans/ searches if requested.

Key Skills
Excellent oral and written comms. Multi tasking and working in fast paced environment.Valid driving License. Ability to work shifts and work in inclement weather. Able to lift heavy objects

Entry Routes
All routes from college/school leavers to those returning to work and career changes

Day in the Life
Complete cabin cleaning to customer SLA. Special services inc Secure cleaning and disinfection. Toilet and Water services

Job Title
Cargo Warehouse Agent

Brief Description
Cargo Warehouse Agents will organize warehouse and storage facilities; arrange warehouse handling equipment and load/unload air cargo. Agents will maintain the required safety and quality standards as well as comply with Standard Operating Procedures (SOP) and company policies.

Key Skills
Flexible to work on various shifts. Willingness to work in inclement weather. Able to work in a manual environment. Full driving license. Excellent written and oral communications

Entry Routes
All routes from college/school leavers to those returning to work and career changes

Day in the Life
Load and unload air cargo onto vehicles and storage areas Prepare and palletize cargo. Ensure Paperwork is accurate. Following DGR regs. Special handling of Live animals Driving specialised equipment as trained

Job Title
Technical Database Assistant

Function
Aviation Security Compliance

Brief Description
Responsible for evaluating, monitoring and interpreting safety occurrence reports

Key Skills
Patience, prioritisation, interpersonal

Entry Routes
University degree

Day in the Life
AVSEC plays a crucial role in keeping aviation safe and secure, helping to develop security policy, monitoring compliance with regulatory requirements and promoting continuous improvement

Job Title
Compliance Support Administrator

Function
Aviation Security Compliance

Brief Description
Ensures standards are met by scheduling checks as defined by policy

Key Skills
Risk assessment, detail orientated, industry knowledge

Entry Routes
Work experience

Day in the Life
AVSEC plays a crucial role in keeping aviation safe and secure, helping to develop security policy, monitoring compliance with regulatory requirements and promoting continuous improvement

Job Title
TEST Programme Administrator

Function
Aviation Security Compliance

Brief Description
Responsible for planning and coordinating organisation program or service

Key Skills
Procedures, industry policies, technical

Entry Routes
University degree

Day in the Life
AVSEC plays a crucial role in keeping aviation safe and secure, helping to develop security policy, monitoring compliance with regulatory requirements and promoting continuous improvement

Job Title
Administrative and Vetting Support Officer

Function
Aviation Security Regulation

Brief Description
Use police database and other relevant systems and information in line with force vetting policy

Key Skills
Listening, reporting, competence

Entry Routes
Work experience

Day in the Life
AVSEC plays a crucial role in keeping aviation safe and secure, helping to develop security policy, monitoring compliance with regulatory requirements and promoting continuous improvement

Job Title
Operations and Dispatch Agent

Brief Description
To manage the entire arrival and departure process overseeing all activities to ensure a safe working environment and achieve an on time departure. Dispatchers will deal with a variety of airline systems and represent Swissport through effective communication with flight and cabin crew at the aircraft side. The Dispatch Agent will ensure that the aircraft departs with all passengers, baggage and cargo accounted for.

Key Skills
Excellent oral and written comms.Multi tasking and working in fast paced environment.Valid driving License.Ability to work shifts and work in inclement weather.

Entry Routes
All routes from college/school leavers to those returning to work and career changes- Due to nature of the job often appointed internally or externally to those with previous experience

Day in the Life
Prepare flight paperwork for crew including printing of flight plans, weather reports, passenger lists and airline documentation. Communicate aircraft fuel and load data between flight crew and load control departments.Liaise with colleagues to ensure the aircraft is loaded as intended. Prioritise tasks and manage the turnaround of an aircraft from arrival to departure

Job Title
Flight Dispatcher

Function
Operations

Brief Description
Flight dispatchers play a critical role in airport operations. They ensure that pilots and passengers are able to fly safely. Without flight dispatchers, the flight crew would not be able to manage the flight effectively and safely. Flight dispatchers normally work at the operations center of the airline. Their main job is to make airline operations run smoothly, and are responsible for monitoring safety guidelines and weather patterns.

Key Skills
Some of the most important skills you will need to succeed in this job include active listening skills to effectively communicate with pilots who might be mid-flight. Effective communication, as you will spend a great deal of your time communicating with others to assure that flights go smoothly. Good judgement and excellent problem-solving skills. Also, the ability to remain calm under pressure will be critical.

Entry Routes
Flight dispatcher applicants generally need to have acquired a few GCSE’s at grades (A*-C), especially in English and maths. Qualifications such as a GCSE in leisure and tourism, an A level in travel and tourism, or a Diploma in aviation operations may further aid your application. Degrees in travel, airline or aviation management are also useful for qualifying for this role.

Fun Fact
The role is also known as the ground pilot, the job of a flight dispatcher is one of intense decision making and high stress as they must monitor and take into a variety of factors, including winds and thunderstorms, turbulence forecasts, airspace restrictions, and airport conditions.

Job Title
Pensions Administrative Assistant

Function
Pensions

Brief Description
Provide information to scheme members regarding lifetime allowance, benefits and transfers

Key Skills
Record keeping, communication, numeracy

Entry Routes
University degree

Day in the Life
Pensions allow colleagues to build experience and act as a sounding board for others during times of changes in processes or assets being transitioned

Job Title
Systems & Compliance Administrator

Function
Pensions

Brief Description
Responsible for ensuring policies and procedures comply with regulatory and ethical standards

Key Skills
Regulatory knowledge, business acumen, reporting

Entry Routes
University degree

Day in the Life
Pensions allow colleagues to build experience and act as a sounding board for others during times of changes in processes or assets being transitioned

Job Title
Systems & Database Administrator

Function
Pensions

Brief Description
Utilise company specialised software to store and organise data

Key Skills
Regulatory knowledge, business acumen, reporting

Entry Routes
University degree

Day in the Life
Pensions allow colleagues to build experience and act as a sounding board for others during times of changes in processes or assets being transitioned

Job Title
Safety Assurance Assistant

Function
Safety & Business Delivery

Brief Description
Ensures products and procedures adhere to organisation standards and regulations

Key Skills
Analytical, technical, numerical

Entry Routes
Apprenticeship

Day in the Life
Safety & Business Delivery undertakes strategic and safety improvement work across several areas of the organisation, colleagues interface with other areas and undertake varied activities including developing an understanding of the various elements of the business

Job Title
Technical Assistant

Function
Safety & Business Delivery

Brief Description
Responsible for evaluating, monitoring and interpreting safety occurrence reports

Key Skills
Patience, prioritisation, interpersonal

Entry Routes
Apprenticeship

Day in the Life
Safety & Business Delivery undertakes strategic and safety improvement work across several areas of the organisation, colleagues interface with other areas and undertake varied activities including developing an understanding of the various elements of the business