Passenger Service Agent

At Sky Handling Partner, our people ‘are’ our business! We are thrilled to offer the opportunity to join us as a Passenger Services Agent in the fast-paced environment of Dublin Airport, working with one of Ireland’s leading Ground Services Providers.

In this exciting role, you’ll navigate the buzz of air travel, ensuring passengers have an enjoyable experience before their flights while also delivering exceptional service to our airline clients. Experience the energy of the airport as you become a vital part of our team, delivering top-notch service in a setting where every day brings new adventures!

The Role:

As a Passenger Service Agent for Sky Handling Partner, you will collaborate closely with your colleagues across many departments as well as with staff at Dublin Airport and our Airline Representatives. Teamwork is essential to ensure a smooth service delivery, coordinating schedules, managing passenger flow, and responding efficiently to any operational challenges that may arise. By communicating effectively with your colleagues and supporting one another, you will help create a seamless and enjoyable travel experience for our passengers, while delivering exceptional services for our airline clients too.

Key Responsibilities:

• To ensure passengers and their baggage are processed for the correct flight in accordance with established procedures.
• To verify the validity of passenger’s documentation, with respect to immigration and security considerations
• Ensuring that all passengers are asked the relevant security questions in accordance with the IAA Directives.
• Assisting disrupted passengers in accordance with Supervisor/ Duty Manager instructions and with reference to the carrier’s disruption procedures.
• Attending to the needs of passengers who may require special assistance
• To accurately control the boarding process, so as to be able to confirm the total number of passengers on board with reference to the security and safety considerations.
• To deal with passengers in a positive and friendly manner at all times demonstrating excellent customer service delivery.
• To meet inbound passengers and escort them to immigration through the correct channels.
• To maintain the highest level of grooming standards as per company regulation.
• Report any system errors or procedural issues that you experience to your Supervisor.
• Focus particular attention on avoiding duplicate check-in errors.
• Other duties will be assigned from time to time including assisting in other departments.

Person Specification:

• Customer Service experience
• Ability to work well under pressure.
• Good organisational and interpersonal Skills.
• Ability to work rostered shifts and to be flexible in the event of disruptions.
• The discipline to carry out any valid instruction as requested by the Duty managers / Station Manager in a professional manner.
• A good record for attendance, punctuality and time keeping.

Requirements

Essential Criteria

·        Minimum Age Requirement 18 Years: Applicants must be at least 18 years old. This ensures compliance with legal working age regulations and is crucial for roles that may require driving or other age-sensitive responsibilities.

·        Pass a 5-Year Security Background Check and Garda Vetting Process: Successful candidates will be required to undergo a thorough security background check covering the past five years. This process, including Garda vetting, is essential to ensure the safety and security of our operations and to comply with industry regulations.

·        Eligible to Live and Work in the E.U.: Candidates must have the legal right to live and work in the European Union. This ensures compliance with employment laws and enables seamless integration into our diverse workforce.

·        Proficient Written and Verbal English Language Skills: Strong proficiency in both written and spoken English is essential for effective communication within the team and with clients. This includes the ability to understand instructions, convey information clearly, and maintain professional standards in documentation.

·        Ability to Work Rostered Shifts and Flexibility: The role requires you to work on a shift basis, which may include early mornings, late nights, weekends, and holidays. Flexibility is crucial, as operational needs can change due to flight delays or increased passenger demand. Your willingness to adapt to these changes helps maintain smooth operations and enhances the overall customer experience. Shift work will primarily start at 3am.

·        Ability to Work Well Under Pressure: The airport environment can be fast-paced and unpredictable. You should demonstrate the ability to remain calm and organized, even in high-pressure situations, such as managing large groups of passengers during peak travel times. This skill is vital for ensuring safety and providing excellent service during challenging circumstances.

·        Excellent Punctuality and Attendance: Reliability is key in this role, as punctuality directly impacts the overall efficiency of airport operations and the experience of our passengers. Your consistent attendance and commitment to being on time contribute to the team’s success and ensure that all scheduled services run smoothly.

·        Adherence to SHP Grooming & Uniform Standards: Candidates must be committed to maintaining a professional appearance in line with SHP’s grooming and uniform standards. This reflects our brand image and ensures that all employees present themselves in a manner that upholds our values of professionalism and excellence.

Desirable Criteria

·        Manual Handling Certificate

·        Previous experience in an operation environment

·        Customer Service experience

Contract and Hours:

Join a dedicated and collaborative team at Sky Handling Partner, where your commitment to safety and service will be appreciated and rewarded.

The role of Passenger Service Agent is a part time fixed term contract, featuring a probation period of six months to ensure a good fit for both you and our team. We offer a competitive rate of pay for this role at €14.79 to €14.94 (Inclusive) per hour. Over time is paid at time and a half.

While the standard hours of the contract are 20 hours per week, flexibility is essential as you may be required to work additional hours in response to operational needs, including aircraft delays or other disruptions. Shift lengths can vary between 4 and 10 hours, and will include early starts and late finishes, allowing for a dynamic work environment.

Benefits

At Sky Handling Partner, our benefits are designed to support your financial and personal well-being while creating a positive team culture where every contribution is celebrated. We believe that when our team thrives, our business thrives too. Our offerings include:

• Career Development opportunities
• Pension Scheme to secure your future
• Employee Assistance Programme for 24/7 confidential support
• Sick Pay to ensure you’re cared for when you need it most
• Bike4Work Scheme for a sustainable commute
• Long Service Rewards recognizing your dedication
• Discounted Insurance Policies through Marsh Insurance Brokers Ireland
• Car Parking on site with a reduced employee rate