Premium Customer Service Agent

Sarah Peters helps to get travellers on their way from the busy hub of Heathrow Airport. She works for the airport's second largest airline, bmi.

How would you outline your role?

I get passengers checked in for flights and manage the boarding process. I work at Heathrow's Terminal 1 dealing with flights for all our destinations, from Manchester to Saudi Arabia.

What are your main responsibilities?

I divide my time between check-in and boarding, on alternate days. When I'm on check-in I sit at a desk, greeting passengers and weighing their luggage. I take them through security questions, check their tickets and passports, allocate their seats and give them boarding cards. On the boarding side my responsibilities include making an announcement over the tannoy that a plane is ready for boarding. Then I direct travellers through the gate, checking their boarding cards and passports. Throughout the day I deal with any problems or queries that customers have.

What hours do you work?

We work shifts totalling 37.5 hours a week and within that our hours are very flexible. I work four days on and two days off. I usually work from 5.00am to 1.45pm. However, it's possible to swap shifts; for example, I could take on a double shift and then get an extra day off.

What is your working environment like?

I'm based either behind the check-in desk or at the boarding gate. Sometimes I also go onto the 'apron' area by the runway, to meet passengers from incoming flights. Heathrow is an extremely busy environment; there's no time to get bored!

Who do you work with?

I work with other customer-service agents and report to a supervisor. We all know each other quite well and we have a good relationship with our duty managers. I also deal with other airport staff, in security and baggage handling.

What skills or qualities do you need?

Patience and a sense of humour are essential. In this kind of front-line role the customers' experience is your priority and you have to know when to bite your tongue in certain situations! You also need to be able to work well within a team and to cope with pressure. At busy times you might find yourself working continuously for four hours without a break.

Why did you choose this type of work?

I had wanted to work for an airline since I was about eight years old. I'm not sure why, but it was always my ambition. I did different customer-service jobs after leaving school, always with an eye to getting enough experience to join an airline.

What training have you done?

On joining bmi I went on a three-week training course. I learned about the company's computer systems. There were also team-building exercises and role-play sessions to get us used to coping with difficult situations. Because a smart appearance is important in this job, the course included some training in basic hair styling, make-up and how the uniform should be worn.

What do you like/dislike about your job?

I really like the people I work with; that's probably the main reason why many of us enjoy it here. The flexible hours are also a big attraction. My only dislike is when difficult situations arise that I have no power to change. For instance, when there were severe snowstorms and all flights were cancelled, I had to listen to many stories from stranded customers. Some were travelling to get married while others needed to get to a funeral.

What are the main challenges?

Drunk passengers can sometimes be difficult to deal with. It's also challenging when flights are cancelled or delayed, or a flight has been overbooked. When a family of five has booked a flight to Venice for a holiday but they turn up at the airport to find the flight is full, they can be understandably emotional. It's part of my job to resolve issues like that as quickly as possible.

How do you see your future?

There are lots of opportunities to develop your career. I've recently done a short secondment as coordinator for our long-haul flights to Jeddah and Riyadh. It would be possible to move into a dispatcher role, in charge of the weight and balance of the aircraft, or to progress into management.

Sarah's route

• Gained GCSEs.
• Worked in corporate accounts for a car hire company.
• Joined Panasonic in a customer-service role.
• Appointed to a customer-service agent post with bmi.

Sarah's tips

• Airlines prefer that you have customer-service experience with reputable companies. Even working in a hotel or restaurant can be useful.
• Gaining travel and tourism qualifications at school or university isn't essential, but it does prove your commitment to potential employers.