Airport Information Assistant
Airport information assistants, sometimes known as customer service agents, work in airports across the UK. They deal with enquiries from visitors to the airport, provide flight, transportation and tourist information and help people to find their way around the airport. They also have to deal with any lost or found property.Airport information assistants make announcements using a public address system, and may also be responsible for updating computerised flight information systems, ensuring that passengers can find the most up-to-date arrivals and departures information.
Airport information assistants work in a team at information desks around an airport. They may also patrol the airport, so that passengers can easily find them to ask questions. They are also required to take control in emergency situations, ensuring that airport visitors remain calm and follow instructions.
The starting salary for an airport information assistant can be around £12000, rising to £16000 with experience and added responsibilities.
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Working environment
Airport information assistants are based in airport terminals, which can be very busy buildings. They must wear a uniform so that they are easily identifiable to the public.As many airports are open 365 days a year, 24 hours a day, or very close to this, the job can involve working shifts including mornings, nights, weekends and bank holidays. Information assistants will normally work around 8 hours a day.
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Skills and interests
Airport information assistants must understand the importance of good customer service and should be confident at interacting with a wide variety of people.Further skills that an airport information assistant requires include:
- being approachable and enthusiastic
- being reliable
- able to act on own initiative but also as part of a team
- able to respond quickly and efficiently to a wide range of requests
- being calm and tactful in difficult situations.
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Entry into the role
Entry requirements for the position can vary between employers, however most will expect applicants to have a good basic education, and be literate and numerate (with, for example, GCSEs or national equivalents in English and maths).Employers may also look for applicants with previous experience of working in any customer service environment. Other skills such as the ability to speak other languages or knowledge of first aid can also be useful.
Applicants will have to undergo a criminal records check before employment.
Airport information assistants are employed by airport operators, and vacancies are usually advertised on airport websites. They may also be promoted through job centres, specialist recruitment websites and in the local press.
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Opportunities
Airport information assistants can progress their careers to take on supervisory roles. They can also move into airport operations and management roles, such as terminal duty officer. Moves into passengers services, such as passenger check-in, are also common.There are industry-related qualifications available for airport information assistants. These include:
- City & Guilds level 2 certificate and diploma in the aviation environment
- NCFE level 2 certificate in airport operations
- OCNW level 2 certificate in airport customer service agent skills.
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