Customer Contact Lead Agent                          Head Office


Applications are invited to join our Customer Contact Centre & Operations team in Head Office, adjacent to Glasgow Airport.

Details of the nature of the role:

  • Working within the Contact Centre and Operations Control Centre
  • Taking responsibility for customer contact and passenger communication.
  • Manage the duty phone to assist airports
  • Maintain excellent communication with all our Airport Colleagues
  • Liaise & update Customer Contact centre on disruption
  • Closing flights in disruption to protect all existing passengers
  • Creation of new flights in disruption in conjunction with Revenue Management
  • Advise Airport and handling agents regarding on the day flight disruption
  • Actively participate and co-operate in disruption recovery strategies of the OCC.
  • Look for reroute options
  • Liaison point for our charterers of ad-hoc flights
  • Passenger communication via personalised SMS
  • Manage Social Media – out with normal working hours
  • Assist with off phone customer contact centre administration i.e. emails
  • Making Deportee Bookings
  • Provide first level help to CC agent staff by answering questions
  • Provide first level help to Supervisor by taking calls from passengers who wish call to be escalated
  • To step up to supervisor for leave or sickness
  • To work with supervisor to develop GDS, telephony and Group skills
  • Help with media bookings, ad hoc from commercial
  • Assist with refunds during busy times
  • Other duties as directed by Contact Centre Manager


Qualifications, Experience & Skills

  • Relevant previous experience in a similar role although not essential would be an advantage. Training will be provided.
  • Excellent verbal and written skills
  • PC Literate
  • Ability to work under pressure
  • Flexibility


The role involves shift working, covering the programme 7 days a week.


If you are interested in applying for the position, please send a CV and covering letter to: [email protected]