Days of working:
Varied
3 on 3 off
Overview:
A Boarding Agent within the PRM service is responsible for assisting PRM passengers onto aircraft departing Dublin Airport. A Boarding Agent must ensure they always act in a professional manner, on the phone/PDA and face to face with passengers, airport personnel, and colleagues.
The Boarding Agent must provide disability confident assistance to all passengers who avail of our services. The assistance must meet the passenger’s individual mobility requirements.
The Boarding Agent will be assigned to a specific Pier at Dublin Airport and will work alongside other colleagues in this area to ensure a seamless transfer of PRM’s through the boarding process.
Key Responsibilities:
The main tasks associated with the role of a Boarding Agent include but are not limited to the following:
- Greet passengers in a pleasant and professional manner
- Assess the passenger’s mobility requirements
- Use equipment to assist PRMs onto the aircraft relevant to their individual mobility needs e.g. Wheelchair, aisle chair, sling etc
- Assist PRM’s who do not require the use of mobility equipment e.g. blind, intellectual disabilities etc
- Assist with the lifting, transferring and repositioning of PRMs on board aircraft
- Where necessary provide assistance with passenger luggage during boarding
- Ensure all relevant information regarding the PRM is passed on to the Team Leader/Control Department
- Treat all OCS equipment and communication devices with respect; report any defects to management
- Respond in a timely fashion to allocated tasks as assigned by the operational team
- Ensure the PDA is updated promptly to show an accurate time stamp of the PRM transfer through the airport
- Check all relevant flight information e.g boarding cards, FIDS (Flight Information Display Screens) etc. Report any irregularities to the Control Department
- Liaise and work professionally with all airport and airline personnel
- Promote OCS as a professional service provider by maintaining a reliable, safe and efficient service
- Ensure the smooth running of an allocated post (e.g. Pier 1 Assistance Desk)
- Collect and return wheelchairs to nearest storage point
- Maintain a competent level of knowledge and skill by attending training courses as set out by the company
- Work within your own capabilities
- Assist, as required, with any other duties as assigned by the operational team
Skills & Qualifications:
Although not exclusive, the following qualities are essential for a Customer Care Agent to be effective and efficient in their role:
- Physically fit, with the capabilities to lift and push and to walk long distances including up and down slopes
- Good communicator, with the ability to communicate effectively and professionally with persons at all levels, including those with disabilities and from all backgrounds
- Have a disability confident approach when assisting PRMs
- Self motivated, adaptable to change and able to use own initiative
- Good time-keeper and willing to maintain a high level of grooming
- Committed, respectful and enthusiastic
- Caring, thoughtful and empathetic personality
- Ability to speak, read and write English effectively
- Ability to work within a fast paced and busy environment
- Have a ten-year checkable work record
- Previous airport experience is an advantage but not essential
- Previous customer service experience in excess of one-year desirable