Job Description

Job Description

JOB TITLE: Main Crew

DEPARTMENT:

Cabin Services

REPORTS TO:

Performance Managers

LOCATION:

London City Airport

SALARY:12,667 per annum upon commencement plus London Weighting

1. Job Purpose

To provide exceptional customer service to ensure that a quality service is provided on board, and the highest standards of safety are maintained for passengers and fellow crewmembers. This role requires working in accordance with Company and regulatory policies and procedures, and demonstrating total commitment to ensuring BA CityFlyer is the leading airline out of London City Airport.

2. Dimensions

Type of Aircraft:Embraer 170 & 190

Roster Pattern:Variable subject to schedule and network3. Principal Accountabilities and Outputs (primary objectives) Ensure the safety and comfort of all passengers and colleagues and the carrying out of on-board security procedures, including controlling access to the aircraft

Ensure operational safety, security and health and safety responsibilities are performed to the highest standard and are compliant with EU-Ops, BA CityFlyer requirements and all other relevant legislation.

Deliver excellent customer service onboard the aircraft working to the Company Service Standards at all times and whilst reporting into the Senior Cabin Crew member on the day

Promote BA CityFlyer services and offers for leisure and business customers and promote onboard products as required.

Carry out onboard sales transactions, with responsibility for cash reconciliation and associated paperwork, as required

Recognise and sensitively manage customers who have additional travel needs identified through Help Point

Communicate effectively with and solve problems for customers in the event of disruption

Carry-out cabin tidies on turn-round

Responsible for proactive Crew Resource Management (CRM) with flight-crew colleagues

Ambassador for the Company when in uniform and on duty

To ensure compliance with all Company policies (including BA Uniform Standards) local processes, procedure sand relevant legislation including diversity and work.

Ensuring compliance with the Cabin Crew SEP and Operations Manual at all times

Responsible for completion of relevant paperwork (Safety reports)Person Specification: Main Crew

QualificationsEssential (E)

Desirable (D)Identified by

Maths and English GCSE (or equivalent) grade C or above

EApplication

Experience and KnowledgeEssential (E)

Desirable (D)Identified by

Previous experience working within a Customer Service role

Knowledge of how an airline like BA CityFlyer operates

Knowledge of safety procedures, service style and standards to ensure delivery of an exceptional standard

E

D

DApplication/Interview

Application/Interview

Application/Interview

Skills and AbilitiesEssential (E)

Desirable (D)Identified by

Excellent communication skills both verbal and written

Excellent relationship and rapport building skillsReliable, motivated team player with a flexible approach

A proven customer service approach

Safety focused, with the ability to remain calm and diffuse challenging situations under pressure

Effective and confident in decision making, through the use of CRM

E

E

E

E

E

EInterview and Group Exercise

Interview and Group Exercise

Application/Interview

Application/Interview

Application/Interview

Application/Interview

Special AttributesEssential (E)

Desirable (D)Identified by

Aged18 or over at the time of your application

Minimum height 5'2" (1.58m)

Hold a valid EU Passport with the unrestricted right to live and work in the UK

To be prepared to undergo a Criminal Record Check (CRC) for all countries of residence for six months or more in the previous five years

Able to report for work at your airport base within 90 minutes of call-out

Prepared to conform to all British Airways uniform standards

Ability to work to a roster pattern (including anti-social hours) all year roundE

E

E

E

E

E

EApplication

Interview

Interview

Application/Interview

Application/Interview

Application/Interview

Application/Interview