Job Summary: Customer Service Agent (Manchester Airport)

Swissport International AG is recruiting Part-Time Customer Service Agents for their Manchester (MAN) operations. As the primary point of contact for passengers, you are responsible for the “landside” to “airside” transition. You will handle everything from the initial check-in and baggage drop to the final boarding gate procedures, ensuring every traveler has a safe and seamless start to their journey.

This is a 25-hour per week role that requires high energy, a professional demeanor, and the ability to stay calm during the “peaks” of a busy airport schedule.

Key Responsibilities

1. Passenger Processing & Boarding

Check-In & Bag Drop: Verify travel documents (passports, visas), process luggage, and issue boarding passes using airline-specific software.
Gate Management: Organize boarding queues, scan boarding passes, and coordinate with the flight crew to ensure an on-time departure.
Arrival Services: Assist passengers disembarking the aircraft and provide guidance through immigration or baggage reclaim if required.

2. Information & Conflict Resolution

Expert Guidance: Provide accurate details on flight schedules, weight restrictions, and prohibited items.
Problem Solving: Resolve passenger concerns—such as missed flights or baggage issues—with empathy and a proactive attitude.
Communication: Act as a liaison between the airline and the passenger, maintaining a professional “Swissport” standard of service at all times.

3. Safety & Administration

Compliance: Strictly follow airport security protocols and safety regulations (QHSE).
Documentation: Complete necessary data entry and flight reports accurately to maintain operational records.

Role Details & Pay

Rate of Pay: £13.18 per hour.
Location: Manchester Airport (MAN).
Contract: Part-time (25 hours per week).
Shifts: Flexible rotation between Monday and Sunday; includes early mornings, evenings, weekends, and holidays.

Candidate Requirements

Qualifications & Skills:

Experience: Previous customer service or hospitality experience is a major advantage.
Communication: Fluent English (written and verbal); additional languages are highly valued in an international hub like Manchester.
Resilience: Ability to work in a fast-paced environment and maintain composure under pressure.
Vetting: Must be able to provide a checkable 5-year history to obtain an airside security pass.

The Passenger Journey: Your Impact

The Customer Service Agent manages the critical touchpoints of a passenger’s airport experience.

Why Join Swissport?

Career Growth: Swissport is a global leader; this role is a proven stepping stone into Flight Dispatch, Ground Operations Management, or specialized Airline Representation.
Training: Comprehensive training and development programs are provided—no prior aviation knowledge is required to start.
Perks: Includes free onsite parking while at work, a retirement savings plan with employer contributions, and access to wellness initiatives.

Application Tip: “Empathy and Efficiency”

Aviation recruiters look for people who can balance a friendly smile with a “get it done” mindset.

The “5-Year History”: Like all UK airport roles, the vetting process is strict. Ensure your CV lists every job, school, and gap (even holidays) for the last 60 months.
Highlight Tech Comfort: You will use various Airline Departure Control Systems (DCS). Mention your ability to learn new software quickly.
Flexibility: Mention your ability to commute for 04:00 AM starts or 11:00 PM finishes. Reliability is the most sought-after trait in airport ground handling.

Next Steps: Swissport is an equal opportunity employer. If you are ready to launch your career in aviation with a global leader, apply today.

Swissport International AG has been a cornerstone of operations at Manchester Airport (MAN) since 1953. As the airport’s leading ground services and air cargo provider, Swissport manages high-volume hub operations for major airline partners, including Jet2, Ryanair, and TUI.

In late 2025 and early 2026, the company reached a major milestone by doubling its Manchester cargo capacity with the opening of a state-of-the-art facility, reinforcing the airport’s status as the primary international trade hub for the North of England.

Key Operations in Manchester

Service Area	Details
Ground Handling	Full-service check-in, gate management, and ramp services across all terminals.
Cargo Operations	Operates the new “Box 4” hub; 110,000-tonne annual capacity.
Lounge Hospitality	Operates multiple Aspire Executive Lounges within the terminal complex.
Specialized Logistics	Features a dedicated Pharma Centre for temperature-sensitive goods (2–8°C).
Sustainability	Transitioning to a fully electric ground service fleet (eGSE) at the new cargo site.

The New Manchester Cargo Hub (“Box 4”)

Launched in October 2025, the Box 4 facility represents a 67% increase in Swissport’s operational footprint at MAN.

Capacity: Doubled to 110,000 tons per year to meet surging e-commerce and pharmaceutical demand.
Advanced Tech: Integrates automated material-handling systems for Unit Load Devices (ULDs), significantly reducing manual handling and increasing turnaround speeds.
Pharma & Perishables: Includes cold rooms and dock levellers specifically designed for the safe handling of vaccines and high-value perishables.
Green Energy: The facility holds an “A” Energy Performance Certificate and utilizes intelligent energy-saving lighting.

Working at Swissport Manchester (2026)

As of early 2026, Swissport is one of the most active recruiters at Manchester Airport. The work environment is described as high-pressure and fast-paced, particularly during the summer “peak” months.

Typical Roles: * Baggage Hall Agents: Part-time (approx. 25 hrs) roles starting around £13.18/hr.
- Customer Service Agents: Managing check-in and boarding at Terminals 1, 2, and 3.
- Aircraft Cleaning: Specialized teams (often night shifts) dedicated to quick turnarounds for partners like Jet2.
- Dispatcher/Operations: Coordinating flight plans and load sheets (approx. £13.80/hr).
Employee Benefits:
- Free Parking: Dedicated staff parking at Manchester Airport.
- Lounge Access: Employees often receive free or discounted access to Aspire Lounges globally.
- The “OneApp”: A mobile platform used by all non-desk staff for shift booking, news, and safety alerts.
Culture Feedback: While colleagues are often described as “fantastic and tight-knit,” employee reviews from early 2026 highlight that management is strictly target-driven, and work-life balance can be challenging due to 4-on, 4-off shift patterns.

Regional Infrastructure & Support

In addition to airport operations, Swissport maintains a significant administrative presence nearby:

Voyager House (Chicago Avenue): Home to Swissport Executive Aviation, which provides FBO (Fixed-Base Operator) services for private and corporate jets.
Runcorn WA7: Houses regional back-office functions, including Global Finance Transformation and Marketing Analytics teams.

To apply for this job please visit www.swissport.com.