Passenger Reduced Mobility Agent

**Overview**:
People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 250 locations in over 58 countries, across six continents. But at the heart of our business is our people. If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey.

We have exciting opportunities for Passenger Reduced Mobility Agent, located at the International Terminal and are looking for energetic, positive individuals who are passionate about delivering impeccable customer service.

**Main accountabilities include**:

- Assists and transports passengers requiring wheelchair assistance and/or MAAS (Meet & Assists) to/from assigned gates.
- Assists special needs passengers and unaccompanied minors in transporting and claiming personal belongings and baggage.
- Reads appropriate paperwork to identify passengers name, international flight information, date, and special service request details to ensure special needs passengers are assisted and accommodated for on Arrival and/or Departure.
- Work closely with the PRM Shift Coordinators & Passenger Service Supervisors to ensure a smooth process for all passengers requiring special assistance.
- Reads the airport monitors to determine arrival and departure information and arranges gate for incoming passengers who need special assistance.
- Greets passengers in a friendly and courteous manner.
- Gathers wheelchairs in the concourse and returns them to the staging area for further use.
- Transports passengers out of Customs Sterile Areas to the meet and greet lobby area. (Located at arrivals level).
- Ensure all mobility impaired passengers are given adequate service.
- Be required to assist in the moving of passengers through the airport, using wheelchairs, aisle chairs or other suitable means.
- Aid passengers with luggage when required.
- Transport passengers to further connecting flights/terminals when appropriate.
- Proactively report and complete an Incident/Accident Report for any issue you may encounter, including any near-miss events (recording any injuries as a result of an accident to yourself or customers).
- Assist with the cleaning of wheelchairs when required.
- To ensure regular pre and post operational checks are carried out of wheelchairs to ensure serviceability.
- Ensure all chairs are accounted for that have been utilised and returned to their designated areas.
- Handover paperwork pertaining to services rendered to your direct report/s.
- Liaise with client airline staff.
- Carry out duties as directed by Managers and/or Supervisors within the skill base.
- Deliver exceptional customer service to all internal and external customers.
- Determine the level of assistance required for each individual passenger.
- Explain the process to the passenger and prepare them for the next steps.
- Comply with all relevant safety procedures.
- Always observe OH&S and security requirements

**Safety, Security and Compliance**

All employees have a responsibility and duty whilst at work to:

- Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
- Co-operate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
- Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety, or welfare reasons.
- Inform their manager / supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
- Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in this manual.
- Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.
- Fully understand the company health and safety policy.
- Attend training courses as may be arranged by the Company.
- Engage with MORSE and follow our code principles.

An employee who impedes the implementation of a safe and healthy system of work or puts themselves or others at risk by not following health and safety procedures or by engaging in horseplay, will face serious disciplinary action. Endangering the health and safety of people, is considered in most Countries and States to be a breach of law, and enforcing officials (e.g., fire officers, local health, and safety authority) could bring prosecutions against the Company, Company Directors, Management, and employees alike.

**Qualifications and Experience**
- Efficient computer and typing skills.
- Professional and courteous communication skills, both verbal and written.
- High level attention to detail.
- Excellent organisational skills and the ability to m