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Lead Agent

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Wilson James

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Location:
United Kingdom , Birmingham

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Category:
-

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Contract Type:
Employment contract

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Salary:

13.00 GBP / Hour
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Job Description:

Join our team at Birmingham Airport as a Lead Agent is a customer service specialist, who not only excels in the highest level of customer service, also has expert knowledge in the WJ product offered at BHX. The staff member purposely wears a stand out uniform, to create a focal point; making the staff member easily visible to staff, airlines and passengers.

Job Responsibility:

  • Plan and Lead on the smooth offload/on-loads of all high volume PRS flights at BHX
  • Offer mentoring to new/inexperience agents within the operation
  • Oversee high profile or complex PRS passenger requests
  • To be a continued airside Presence to act as a first responder for Airlines and PRMs issues as they arise.
  • Responsible for reading the daily brief to CCAs and ensuring up to date with any operational/terminal changes.
  • To promote and Audit CCAs performance and practice and ensure best practice is always promoted
  • Ensure that operations control is updated on progress by use of PDAs by yourself and the Agents. Milestones must be updated accurately at each point of the journey.
  • Perform Customer Care Agent (CCA) duties as directed by operations control.

Requirements:

  • Previous Airline &/or Airport experience is desired although not essential as full training will be provided
  • You must be able to speak/read and write in English to adhere to company notices, staff briefings and individual instructions provided to you, which will affect your working duties
  • Self-motivated and reliable with a conscientious approach to the Safety and Security aspects of your role.
  • Excellent communication skills with an empathic nature
  • Demonstrate excellent customer service
  • Basic IT Skills
  • To understand the importance of accurate reporting, having the ability to navigate the Operational systems to record passenger information / milestones and allocate tasks to Customer Service Agents, where required.
  • Demonstrate the ability to think and act quickly in emergencies or under pressure.
  • Have an ability to deliver clear verbal and written reports where necessary.
What we offer:
  • Annual leave entitlement of 5.6 weeks.
  • Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.
  • Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.
  • Health and Wellbeing – Life assurance scheme, access to mental health support specialists
  • Access to an Online GP for you and your dependents.
  • Financial support
  • Discounts on hundreds of retail sites

Additional Information:

Job Posted:
March 22, 2026

Expiration:
March 31, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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