Ensure the safe, efficient and effective check-in, boarding, departure and arrival of people.
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.
| Duty | KSBs |
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Duty 1 Check customers (including handling travel documents) together with relevant identification to ensure compliance. Documents include passports, identity cards, visas, electronic travel authorisation (ESTA, EtA, APP & AQQ), military travel orders. Provide challenge where required and escalate unresolved issues to relevant teams, maintaining a safe border at all times. Scrutinise documents for possible forgeries or tampered documents and act in line with operational and government procedures. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K13 K14 K15 K16 K17 |
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Duty 2 Process all types of customers (including VIP's, customers requiring special passenger assistance, non-English speakers) and baggage using automated or manual systems following specific polices and in line with expected key performance indicators and aviation timetables. Identify and deal with irregularities as appropriate |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K13 K14 K15 K16 K17 |
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Duty 3 Issue boarding cards and complete baggage reconciliation process including oversized if appropriate. E.g. AAA (Authorizing and Accounting of Hold Baggage for carriage by air) against the travel documents presented using all means to check compliance. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K13 K14 K16 K17 |
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Duty 4 Make customers announcements in accordance within operator specific requirements. Ensure all types of customers (including VIP's, customers requiring special passenger assistance, non-English speakers) are kept informed in other to help meet the aviation timetable requirements and to minimise enquiries and complaints |
K2 K3 K4 K5 K6 K7 K8 K9 K11 K12 K14 K16 K17 |
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Duty 5 Deal with disruption and irregularities with confidence and composure, ensuring the border is not compromised. (E.g: cancelled flight example, can all customers be allowed back across the border? Does Border Force need to issue visas?). |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K13 K14 K16 K17 |
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Duty 6 Deliver customer service in accordance with organisational policy, airport, military base, heliport and other airfield protocol and health and safety policies. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K13 K14 K15 K16 K17 |
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Duty 7 Board / contribute to the boarding and disembarkation of aircraft in line with operator procedures and complete any required ticketing duties. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K13 K14 K15 K16 K17 |
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Duty 8 Take appropriate action when dealing with dangerous goods to ensure safety of customers and aircraft; (employers must ensure that all operatives hold a valid category 9 dangerous goods certificate or military version) |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K11 K12 K13 K16 K17 |
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Duty 9 Assist passengers with reduced mobility to enable a safe and efficient embarkation and disembarkation, adopting the safe and correct approaches to mobilisation in a range of differing circumstances. This includes passengers with reduced mobility, visual and hearing impairments and taking account of the environment (e.g. aircraft steps & the need for an aisle chair); passengers with service animals and onboard care needed for animal. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K16 K17 |
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Duty 10 Follow all safety, security (including acts of aggression) and compliance procedures in line with regulatory and organisational policies and procedures. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K13 K14 K15 K16 K17 |
K1: Relevant industry-specific regulations, legislation, and procedures appropriate to the aviation sector
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K2: The importance of following legislation, monitoring compliance and the completion of legal documentation
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K3: The aviation systems and operational procedures used.
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K4: Prohibited articles relevant to aviation operations and how to deal with them effectively
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K5: Own role within the wider aviation team and how it contributes to achieving objectives
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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
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K7: Effective communication methods to transfer relevant information to people
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K8: The importance of communications and customer service to the organisation
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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
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K10: The procedure for dealing with unauthorised access in a restricted area
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K11: The requirements for and characteristics of passport, visas and other statutory or travel documentation
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K12: Travel documentation requirements for acceptance to travel, including electronic systems of prompts and messages
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K13: The check-in process and procedures
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K14: The boarding, departure and arrival process, including premium services such as lounge access and priority boarding, arrivals, and passenger movement
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K15: The regulatory requirements governing the arrivals process of passenger services
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K16: The required assistance and adaptations needed to facilitate passengers with additional needs while in transit through the airdrome
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K17: How to identify faults or errors and the remedial action to take.
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S1: Comply with all aviation regulations, work within legislative guidelines and procedures.
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S2: Complete and maintain documentation to meet current legislative aviation guidelines
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S3: Use aviation systems effectively.
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S4: Adapt to different circumstances whilst maintaining customer service standards and remaining polite, helpful and customer focused
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S5: Adhere to procedures for identification and safe handling of dangerous goods
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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
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S7: Communicate effectively transmitting and receiving information and recording it as required
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S8: Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
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S9: Interpret and scrutinise travel documentation
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S10: Identify passenger anomalies and report to the line manager in accordance with relevant regulations
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S11: Correctly check-in all booked passengers and baggage
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S12: Carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties
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S13: Communicate with flight crew regarding customer and other requirements for example; passengers with restricted movements
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S14: Deal with the required documents and health related items and the processing channels for these
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S15: Identify and use the correct handling method by using IATA PRM codes or via another applicable means of communication
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S16: Take remedial action upon identification of faults or errors in a timely manner.
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B1: Has a proactive approach to work
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B2: Be a positive role model to others in attitude to work and how it is undertaken
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B3: Treat team, customers and other stakeholders with courtesy and respect
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B4: Remain focused when a problem arises so that effective and timely decisions can be made
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B5: Work responsibly to keep people safe and operations flowing smoothly, complying with working practices
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B6: Treat equipment and technology responsibly and effectively
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B7: Seeks to treat work areas and equipment with care at all times
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B8: Consistently driven to achieve the vision and objectives of the organisation
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| High Level Qualification |
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Category 9 Certificate in Dangerous Goods awareness Level: 2 |
2
12
| Version | Change detail | Earliest start date | Latest start date |
|---|---|---|---|
| 1.0 | Approved for delivery | 13/09/2021 | Not set |
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