Aviation customer service operative Apprenticeship Standard

Interested in a simple Skills Scan and Learning Progress Tracker tool for the Aviation customer service operative standard?

Knowledge

K1: Relevant industry-specific regulations, legislation, and procedures appropriate to the aviation sector
K2: The importance of following legislation, monitoring compliance and the completion of legal documentation
K3: The aviation systems and operational procedures used.
K4: Prohibited articles relevant to aviation operations and how to deal with them effectively
K5: Own role within the wider aviation team and how it contributes to achieving objectives
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
K7: Effective communication methods to transfer relevant information to people
K8: The importance of communications and customer service to the organisation
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
K10: The procedure for dealing with unauthorised access in a restricted area
K11: The requirements for and characteristics of passport, visas and other statutory or travel documentation
K12: Travel documentation requirements for acceptance to travel, including electronic systems of prompts and messages
K13: The check-in process and procedures
K14: The boarding, departure and arrival process, including premium services such as lounge access and priority boarding, arrivals, and passenger movement
K15: The regulatory requirements governing the arrivals process of passenger services
K16: The required assistance and adaptations needed to facilitate passengers with additional needs while in transit through the airdrome
K17: How to identify faults or errors and the remedial action to take.

Skills

S1: Comply with all aviation regulations, work within legislative guidelines and procedures.
S2: Complete and maintain documentation to meet current legislative aviation guidelines
S3: Use aviation systems effectively.
S4: Adapt to different circumstances whilst maintaining customer service standards and remaining polite, helpful and customer focused
S5: Adhere to procedures for identification and safe handling of dangerous goods
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
S7: Communicate effectively transmitting and receiving information and recording it as required
S8: Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
S9: Interpret and scrutinise travel documentation
S10: Identify passenger anomalies and report to the line manager in accordance with relevant regulations
S11: Correctly check-in all booked passengers and baggage
S12: Carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties
S13: Communicate with flight crew regarding customer and other requirements for example; passengers with restricted movements
S14: Deal with the required documents and health related items and the processing channels for these
S15: Identify and use the correct handling method by using IATA PRM codes or via another applicable means of communication
S16: Take remedial action upon identification of faults or errors in a timely manner.

Behaviours

B1: Has a proactive approach to work
B2: Be a positive role model to others in attitude to work and how it is undertaken
B3: Treat team, customers and other stakeholders with courtesy and respect
B4: Remain focused when a problem arises so that effective and timely decisions can be made
B5: Work responsibly to keep people safe and operations flowing smoothly, complying with working practices
B6: Treat equipment and technology responsibly and effectively
B7: Seeks to treat work areas and equipment with care at all times
B8: Consistently driven to achieve the vision and objectives of the organisation

Duty 1

DUTY: 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.

Duty 2

DUTY: 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

Duty 3

DUTY: 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.

Duty 4

DUTY: 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

Duty 5

DUTY: 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?).

Duty 6

DUTY: Deliver customer service in accordance with organisational policy, airport, military base, heliport and other airfield protocol and health and safety policies.

Duty 7

DUTY: Board / contribute to the boarding and disembarkation of aircraft in line with operator procedures and complete any required ticketing duties.

Duty 8

DUTY: 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)

Duty 9

DUTY: 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.

Duty 10

DUTY: Follow all safety, security (including acts of aggression) and compliance procedures in line with regulatory and organisational policies and procedures.

Aviation customer service operative

Interested in a simple Skills Scan and Learning Progress Tracker tool for the Aviation customer service operative standard?

Knowledge

Skills

Behaviours

Duty 1

Duty 2

Duty 3

Duty 4

Duty 5

Duty 6

Duty 7

Duty 8

Duty 9

Duty 10

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Interested in a simple Skills Scan and Learning Progress Tracker tool for the Aviation customer service operative standard?