Operational Disruption Assistance Agent (35 hours per week)
2 days ago
Barcelona
About the Role The Operational Disruption Assistance Agent is responsible for delivering exceptional customer support to passengers affected by operational disruptions while also providing premium VIP assistance services within the airport environment. The role combines operational disruption management, passenger welfare coordination and high-touch VIP customer service to ensure passengers receive professional, efficient and personalised assistance throughout their journey. Acting as the face of CMAC on-site, the successful candidate will support passengers during irregular operations, coordinate accommodation and ground transport solutions, manage passenger communications and deliver seamless airport assistance services to VIP customers across arrivals, departures and connections. What Success Looks Like • Passengers receive timely, accurate and empathetic support during operational disruptions., • Operational incidents are managed efficiently with minimal impact on the customer experience., • Accommodation, transportation and passenger welfare services are coordinated accurately and effectively., • VIP passengers receive a seamless, discreet and personalised airport experience., • Customer satisfaction standards are consistently achieved during both routine and high-pressure operational situations., • All services, passenger movements and incident activities are accurately documented and reported., • Company policies, operational procedures and regulatory requirements are fully adhered to. Core Responsibilities Operational Disruption Management • Manage passenger assistance during operational disruptions including cancellations, diversions, overbookings and missed connections., • Provide passengers with alternative travel arrangements and rebooking solutions., • Communicate clear, accurate and up-to-date information regarding available options and service updates., • Coordinate accommodation, ground transportation and other welfare services as required., • Support passengers at CMAC assistance desks and operational locations, ensuring a professional customer experience., • Apply relevant company policies and passenger rights regulations, including EC261/2004 where applicable., • Maintain high standards of customer care in fast-paced and high-pressure environments., • Record passenger allocations for accommodation and transport services, ensuring complete traceability., • Prepare reports relating to passenger assistance, accommodation, transportation and operational incidents to support internal validation and potential claims management. VIP Passenger Assistance • Provide personalised meet-and-greet services for VIP passengers across arrivals, departures and transit connections., • Welcome passengers upon arrival and accompany them throughout their airport journey., • Assist with check-in, baggage services, Fast Track access, immigration, customs and security processes., • Escort passengers to VIP lounges, boarding gates, transfer vehicles or connection points., • Monitor flight schedules and proactively manage operational changes that may impact service delivery., • Coordinate with drivers, transport providers, airport stakeholders and service partners to ensure seamless transitions., • Support passengers during aircraft arrivals, departures and flight connections., • Manage premium service elements such as lounge access, porter services, private transfers and associated hospitality services., • Anticipate and respond proactively to passenger needs while maintaining discretion and professionalism. Service Delivery & Communication • Deliver exceptional levels of customer service aligned with CMAC values and client expectations., • Resolve service issues and operational challenges quickly and effectively., • Maintain clear and professional communication with passengers, clients, airport stakeholders and internal teams., • Ensure all service activity, incidents and outcomes are accurately documented., • Prepare detailed reports highlighting service performance, incidents and operational outcomes., • Support continuous improvement by identifying opportunities to enhance passenger experience and operational efficiency. About You You are a customer-focused professional who thrives in a fast-paced airport or operational environment. You remain calm under pressure, communicate confidently with a wide range of stakeholders and take pride in delivering outstanding customer experiences. You are highly organised, proactive and solution-oriented, with the ability to balance operational priorities while maintaining a personalised and professional approach when supporting passengers. Your Expertise Essential Skills & Competencies • Exceptional customer service and communication skills., • Strong problem-solving and decision-making ability., • Ability to remain calm and professional in high-pressure situations., • Excellent organisational skills and attention to detail., • Strong interpersonal skills with the ability to build rapport quickly., • Ability to manage sensitive situations with discretion and professionalism., • Effective teamworking and stakeholder coordination skills., • Strong administrative and reporting capability., • Ability to prioritise competing demands in a dynamic operational environment. Desirable Experience • Previous experience in aviation, airport operations, passenger services, hospitality or travel., • Experience supporting passengers during operational disruptions., • Experience delivering premium or VIP customer service., • Knowledge of passenger rights regulations, including EC261/2004., • Experience coordinating transport, accommodation or welfare services., • Additional language skills would be advantageous. About Us CMAC Group is a fast‑growing leader in global passenger transport and accommodation solutions - trusted by airlines, rail operators, major corporations and emergency breakdown providers to keep people moving safely and seamlessly, 24/7/365. Since 2007, we’ve built a powerful technology-led aggregation platform that connects clients to a vast, reliable global supply network, enabling us to move over 5 million passengers every year across the UK, Europe and beyond. Our portfolio of specialist brands include Suntransfers.com, CoachHireComparison.co.uk, Minicabit.com and CheckedSafe, which gives us unmatched capability to coordinate transport and accommodation at scale, even in the most complex or time critical situations. Backed by ComfortDelGro, one of the world’s leading mobility groups, CMAC continues to operate with the agility and innovation of an independent business whilst benefiting from the strength, stability and global reach of a major international parent company. At CMAC, you’ll join a team that thrives on solving real world challenges, shaping the future of mobility and delivering exceptional service when it matters most. If you’re driven, curious and excited by meaningful impact, you’ll feel right at home here. CMAC Group actively promotes equality, diversity and inclusion (EDI). EDI is extremely important to us and we work hard to ensure that everyone connected with CMAC - whether employees, customers, Board Members, suppliers, or partners - has genuine and equal opportunities to participate in our organisation. We welcome and support people of all backgrounds and identities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Our aim is to create an environment where everyone’s rights, dignity, and individuality are respected. We value the unique contribution each person brings to our team and business, and we are committed to building an environment where everyone feels included and able to thrive. CMAC Group is an equal opportunities employer. We welcome applications from all suitably qualified candidates and are committed to ensuring fair, accessible, and equitable treatment for all applicants and employees. We actively encourage Continuous Professional Development and would expect the successful candidate to ensure they are keeping updated with new theory and legislation, attend any necessary in-service training and participate in a program of CPD where required.
Yahouse |.Director/a•Active 6 hours ago
