Apprenticeship training course

Aviation customer service operative (level 2)

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Information about Aviation customer service operative (level 2)

Ensure the safe, efficient and effective check-in, boarding, departure and arrival of people.

• Knowledge, skills and behaviours:
  View knowledge, skills and behaviours

  Knowledge

  • Relevant industry-specific regulations, legislation, and procedures appropriate to the aviation sector
  • The importance of following legislation, monitoring compliance and the completion of legal documentation
  • The aviation systems and operational procedures used.
  • Prohibited articles relevant to aviation operations and how to deal with them effectively
  • Own role within the wider aviation team and how it contributes to achieving objectives
  • 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
  • Effective communication methods to transfer relevant information to people
  • The importance of communications and customer service to the organisation
  • 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
  • The procedure for dealing with unauthorised access in a restricted area
  • The requirements for and characteristics of passport, visas and other statutory or travel documentation
  • Travel documentation requirements for acceptance to travel, including electronic systems of prompts and messages
  • The check-in process and procedures
  • The boarding, departure and arrival process, including premium services such as lounge access and priority boarding, arrivals, and passenger movement
  • The regulatory requirements governing the arrivals process of passenger services
  • The required assistance and adaptations needed to facilitate passengers with additional needs while in transit through the airdrome
  • How to identify faults or errors and the remedial action to take.

  Skills

  • Comply with all aviation regulations, work within legislative guidelines and procedures.
  • Complete and maintain documentation to meet current legislative aviation guidelines
  • Use aviation systems effectively.
  • Adapt to different circumstances whilst maintaining customer service standards and remaining polite, helpful and customer focused
  • Adhere to procedures for identification and safe handling of dangerous goods
  • 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
  • Communicate effectively transmitting and receiving information and recording it as required
  • Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
  • Interpret and scrutinise travel documentation
  • Identify passenger anomalies and report to the line manager in accordance with relevant regulations
  • Correctly check-in all booked passengers and baggage
  • Carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties
  • Communicate with flight crew regarding customer and other requirements for example; passengers with restricted movements
  • Deal with the required documents and health related items and the processing channels for these
  • Identify and use the correct handling method by using IATA PRM codes or via another applicable means of communication
  • Take remedial action upon identification of faults or errors in a timely manner.

  Behaviours

  • Has a proactive approach to work
  • Be a positive role model to others in attitude to work and how it is undertaken
  • Treat team, customers and other stakeholders with courtesy and respect
  • Remain focused when a problem arises so that effective and timely decisions can be made
  • Work responsibly to keep people safe and operations flowing smoothly, complying with working practices
  • Treat equipment and technology responsibly and effectively
  • Seeks to treat work areas and equipment with care at all times
  • Consistently driven to achieve the vision and objectives of the organisation
• Apprenticeship category (sector): Transport and logistics
• Qualification level: 2; Equal to GCSE
• Course duration: 12 months
• Maximum funding: £3,500 ; Maximum government funding for ; apprenticeship training and assessment costs.
• Job titles include:
  • Airport agent
  • Customer service agent
  • Ground handling agent
  • Passenger service agent

View more information about Aviation customer service operative (level 2) from the Institute for Apprenticeships and Technical Education.