Transport and logistics
Aviation customer service operative
Ensure the safe, efficient and effective check-in, boarding, departure and arrival of people.
Summary
This occupation is found in the Aviation sector, across a range of different types of organisations and employers including all those working in roles supporting the safe check-in, boarding, departure and arrival process of people at airports, military bases, heliports and other airfields. This occupation requires Aviation Customer Service Operatives to communicate across all occupational roles, their work will involve indoor and outdoor activity and commonly requires shift working and unsociable hours.
The broad purpose of the occupation is to ensure the safe, efficient and effective check-in, boarding, departure and arrival of people (and any accompanying goods/luggage). Aviation Customer Service Operatives work in a number of environments, such as a commercial airport, military base/aerodrome, Royal Navy aircraft carrier, heliport or other airfield. Aviation Customer Service Operatives operate in highly regulated environments and work in very organised teams, often to very tight timescales.
In their daily work, an employee in this occupation interacts with members of their immediate team and other airfield stakeholders critical to the safe & secure check-in, boarding, departure and arrival process of all people. Typically Aviation Customer Service operatives work is coordinated by an aviation specialist/operations manager, whom may typically detail the tasks the Aviation Customer Service operative is responsible for carrying out compliantly. At the heart of this occupation, Aviation Customer Service Operatives’ day-to-day duties provide all necessary help and support to individuals which may include check in, baggage processing, reservations and ticketing, boarding of flights, greeting arriving passengers, handling of VIPs, provide special passenger assistance. They are also accountable for handling disruption, customer complaints and other duties as assigned while maintaining health and safety and overall good working practices that comply with aviation regulations. This includes being vigilant at all times and ensuring Dangerous Goods compliance, baggage security. Aviation Customer Service Operatives will be responsible for escalating the reporting process of threats and risk from internal and external factors. Effective communication and team work ensure that all aspects of customer services and people processing forms a critical role that helps achieve the objectives of their organisation in this diverse field.
An employee in this occupation will be responsible for the safe, secure and timely delivery of tasks associated to their work area to ensure people (and any accompanying goods/luggage) are supported during check-in, boarding, departure and arrival, all Aviation Customer Service Operatives have a responsibility to identify potentially dangerous goods, security alerts and border integrity and respond accordingly as instructed and guided by the aviation specialist or aviation operations manager. It is the responsibility of the employer (military & civilian) to ensure that all Aviation Customer Service Operative apprentices achieve a Category 9 Certificate in Dangerous Goods awareness before completing their apprenticeship, then 24-month refresher training must be provided thereafter, as per IATA Dangerous Goods Regulations.
Typical job titles include
- Airport agent | Customer service agent | Ground handling agent | Passenger service agent
Knowledge, skills and behaviours (KSBs)
K1:
Relevant industry-specific regulations, legislation, and procedures appropriate to the aviation sector
K2:
The importance of following legislation, monitoring compliance and the completion of legal documentation
K3:
The aviation systems and operational procedures used.
K4:
Prohibited articles relevant to aviation operations and how to deal with them effectively
K5:
Own role within the wider aviation team and how it contributes to achieving objectives
K6:
Methods to identify and respond to individuals’ needs and abilities in different situations and communicate with others and colleagues from a diverse range of backgrounds and cultures
K7:
Effective communication methods to transfer relevant information to people
K8:
The importance of communications and customer service to the organisation
K9:
Emergency procedures (including fire, breaches of security, acts of aggression), common incidents and disruption that may occur in an aviation environment and the appropriate action to take in the event of an incident
K10:
The procedure for dealing with unauthorised access in a restricted area
K11:
The requirements for and characteristics of passport, visas and other statutory or travel documentation
K12:
Travel documentation requirements for acceptance to travel, including electronic systems of prompts and messages
K13:
The check-in process and procedures
K14:
The boarding, departure and arrival process, including premium services such as lounge access and priority boarding, arrivals, and passenger movement
K15:
The regulatory requirements governing the arrivals process of passenger services
K16:
The required assistance and adaptations needed to facilitate passengers with additional needs while in transit through the airdrome
K17:
How to identify faults or errors and the remedial action to take.
Technical Educational Products
- ST0907: Aviation customer service operative (Level 2) Approved for delivery
- Reference:
- OCC0907
- Status:
Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/02 Passenger services assistants
- 6213/99 Air travel assistants n.e.c.
- 7219/99 Customer service occupations n.e.c.
S1:
Comply with all aviation regulations, work within legislative guidelines and procedures.
S2:
Complete and maintain documentation to meet current legislative aviation guidelines
S3:
Use aviation systems effectively.
S4:
Adapt to different circumstances whilst maintaining customer service standards and remaining polite, helpful and customer focused
S5:
Adhere to procedures for identification and safe handling of dangerous goods
S6:
Work effectively as part of a team and with others identifying and responding to the needs of individuals, including colleagues, other organisations/stakeholders or customers
S7:
Communicate effectively transmitting and receiving information and recording it as required
S8:
Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
S9:
Interpret and scrutinise travel documentation
S10:
Identify passenger anomalies and report to the line manager in accordance with relevant regulations
S11:
Correctly check-in all booked passengers and baggage
S12:
Carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties
S13:
Communicate with flight crew regarding customer and other requirements for example; passengers with restricted movements
S14:
Deal with the required documents and health related items and the processing channels for these
S15:
Identify and use the correct handling method by using IATA PRM codes or via another applicable means of communication
S16:
Take remedial action upon identification of faults or errors in a timely manner.
Technical Educational Products
- ST0907: Aviation customer service operative (Level 2) Approved for delivery
- Reference:
- OCC0907
- Status:
- Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/02 Passenger services assistants
- 6213/99 Air travel assistants n.e.c.
- 7219/99 Customer service occupations n.e.c.
B1:
Has a proactive approach to work
B2:
Be a positive role model to others in attitude to work and how it is undertaken
B3:
Treat team, customers and other stakeholders with courtesy and respect
B4:
Remain focused when a problem arises so that effective and timely decisions can be made
B5:
Work responsibly to keep people safe and operations flowing smoothly, complying with working practices
B6:
Treat equipment and technology responsibly and effectively
B7:
Seeks to treat work areas and equipment with care at all times
B8:
Consistently driven to achieve the vision and objectives of the organisation
Technical Educational Products
- ST0907: Aviation customer service operative (Level 2) Approved for delivery
- Reference:
- OCC0907
- Status:
- Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/02 Passenger services assistants
- 6213/99 Air travel assistants n.e.c.
- 7219/99 Customer service occupations n.e.c.
