Customer Service Agent

Overview of Role

Applications are invited from candidates who naturally care about helping passengers and supporting the delivery of a safe and on-time airline. The opportunity is for a Customer Service Agent at Sumburgh Airport. The operation is delivered seven days a week, and staff work to a roster, including morning, afternoon, and weekend shifts.

Key Responsibilities

• Checking passengers in for flights
• Ensuring security protocols are adhered to
• Answering passenger queries when flights have been cancelled/delayed
• Arranging alternative transport/accommodation as required
• Providing telephone ticketing sales support
• Accepting and processing cargo
• Supporting the oil and gas operation

Skills and Knowledge

• Be customer focused and helpful
• Enjoy working with the public and meeting new people
• Have excellent communication skills
• Be able to respond quickly and efficiently to changing situations
• Be able to deal with difficult situations with tact and diplomacy
• The role is varied involving indoor and outside working, in all weathers

Attitude

We are seeking individuals with a positive, can-do attitude who excel in dynamic, fast-paced environments. In this combined Customer Service Agent role, you’ll deliver outstanding service with a friendly, customer-first approach, staying calm and adaptable under pressure. A strong team player with attention to detail, you’ll work collaboratively to ensure smooth operations and on-time flights. Flexibility and proactivity are essential, as no two days are the same.

Training and Experience

Previous experience in customer service (preferably in a fast-paced, high-pressure environment such as aviation, hospitality, or retail) is highly desirable but not essential, as full training will be provided. Experience in ramp operations or ground handling is an advantage, though on-the-job training will be given for all duties. Basic IT skills are required for check-in, boarding, and other customer service-related tasks. Ability to pass security clearance checks, including background checks and references, is essential due to the sensitive nature of airport operations. Health and safety training related to ramp duties, manual handling, and operating machinery will be provided during induction. Full training will be provided for all aspects of the role to ensure compliance with safety standards and operational procedures.

Company Benefits

• Staff Travel Scheme with [Employer hidden — sign up to reveal] and many other airlines worldwide
• Flexible working options
• Free flu jabs
• Health & wellbeing programme
• Access to Mental Health First Aiders
• Life Assurance
• Contributory pension scheme – Up to 6% Company contribute
• Access to a suite of gym, health and active discounts
• Annual Leave Purchase Scheme