passenger service agent jobs

ASEL, design, develop and deliver fully bespoke and integrated security solutions, seamlessly bringing together people, technology and processes to achieve results-driven outcomes. As the original thinkers behind security risk modelling, which has revolutionised the industry, our business is underpinned by our risk advisory practice, which utilises data and insight to identify and mitigate risk, inform strategy, prevent crime and reduce cost.
We believe that authenticity and transparency are vital to success, so our main objective is to always act with sincerity and integrity in order to provide a genuinely collaborative service, which customers can trust and believe in.
ASEL is part of the Argenbright Holdings Group, a privately owned $2.2bn organisation founded in 1979 and headquartered in Atlanta, Georgia. Argenbright has decades of experience in aviation services, facilities management, BPO and technology and a heritage in security services across the USA and Europe.

Main duties / key responsibilities:

Ensure Scheduling and compliance of all Service works of all Systems across a large customer base within your Region. The Service Coordinator will assist the Regional Service Manager, Account Managers and Service Desk Manager in delivering exceptional performance and excellent customer service. Providing a high level of completion of calls to meet SLAs.

The key areas of delivery are:

• Plan and organise routine, preventative maintenance visits to meet schedules and SLAs and to maximise productivity of Engineers and to reduce lost time and re-work. This will include but is not limited to: replenishing van stock daily on time for engineers

• Schedule the work of engineers to maximise efficiency, reduce travelling time, prevent cross overs and out of area working. Follow up if engineer on site longer than 1 hour.

• Respond to calls from Engineers within 30 minutes

• Parts to be ordered for next day

• Deliveries to be checked before engineers sent

• Further actions to be completed first thing the following day

• Communicate all delays or failures to the Service Desk Manager to inform customer

• Input notes into management system including actions taken

• Provide effective communication to internal customers to ensure all parties have the information they need in a clear format and timely manner.

• Ensure customer queries are dealt with in a timely manner and compliant to customer SLAs.

• Assist the Service desk in case of sickness, leave or resource problems.

• Report security events or potential events or other security risks to the organisation and protect assets from unauthorised access, disclosure, modification, destruction or interference.

Mission, core values & competencies:

Embracing the company’s core values and principles in order to achieve the overall mission of the organisation. Take personal responsibility for own career development by continually assessing and adjusting personal performance and behaviour against the objectives agreed in your ASEL Integrated Security Solutions Colleague Development Plan

Equality & Diversity

ASEL values the diverse skills and experience of its employees and is committed to achieving equality of opportunity for all. Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes, and abilities.

ASEL is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence through inclusion, equality, diversity, leadership, and management.

Benefits:

• Perkbox recognition - rewards and discount platform
• Door to door travel
• Apprenticeship
• Employee of the month scheme £50
• 110% Club of outstanding performers who can receive large prizes and monetary rewards
• WageStream - a flexible wage application whereby you can pull your wages out sooner than payday
• EAP - Employee Assistance Programme
• Progression opportunities within the company
• Ongoing training