Combined Customer Service and Ramp Agent

Loganair Limited; Kirkwall; On-site; GBP 40,000 - 60,000; Full time

Job summary

An airline company in Kirkwall is seeking a Combined Customer Service and Ramp Agent. The successful candidate will check in passengers, ensure security compliance, handle queries, and manage baggage while working in a dynamic, fast-paced environment. A positive attitude and strong communication skills are essential, along with a driving license. This role offers full training and various company benefits including a travel scheme and flexible working options.

Benefits

Staff Travel Scheme

Flexible working options

Free flu jabs

Health & wellbeing programme

Access to Mental Health First Aiders

Life Assurance

Contributory pension scheme - Up to 6% company contribution

Gym and health discounts

Annual Leave Purchase Scheme

Qualifications

• Previous experience in customer service in a fast-paced environment is desirable.
• Basic IT skills for check-in and customer service tasks required.
• Ability to pass background security checks essential.

Responsibilities

• Check passengers in for flights.
• Ensure security protocols are adhered to.
• Answer passenger queries for cancelled/delayed flights.
• Arrange alternative transport/accommodation.
• Handle baggage and drive baggage vehicles.

Skills

Customer-focused

Excellent communication

Ability to adapt under pressure

Driving license

Job description

Job Details: Combined Customer Service and Ramp Agent

Full details of the job.

Vacancy Name

Combined Customer Service and Ramp Agent

Base

Kirkwall

Overview

A vacancy has arisen within our Customer Services team based in Kirkwall. Reporting to the Station Manager Kirkwall, the successful candidate will be proactive, helpful to passengers and dedicated to providing a robust and safe operation. The role is varied, involving indoor and outdoor work in all weathers. The team works a shift pattern to support the 7‑day‑a‑week operation.

Key Responsibilities

• Checking passengers in for flights
• Ensuring security protocols are adhered to
• Answer passenger queries when flights have been cancelled/delayed
• Arrange alternative transport/accommodation as required
• Baggage handling
• Driving baggage vehicles and other ground service equipment

Skills and Knowledge

• Be customer-focused and helpful.
• Enjoy working with the public and meeting new people.
• Have excellent communication skills.
• Be able to respond quickly and efficiently to changing situations.
• Be able to deal with difficult situations and under pressure.
• Driving license essential

Attitude

We are seeking individuals with a positive, can‑do attitude who excel in dynamic, fast‑paced environments. In this combined Customer Service and Ramp Agent role, you’ll deliver outstanding service with a friendly, customer‑first approach, staying calm and adaptable under pressure. A strong team player with attention to detail, you’ll work collaboratively to ensure smooth operations and on‑time flights. Flexibility and proactivity are essential, as no two days are the same, and physical readiness is required for ramp duties, which involve outdoor work and handling luggage.

Training and Experience

• Previous experience in customer service (preferably in a fast-paced, high-pressure environment such as aviation, hospitality, or retail) is highly desirable but not essential, as full training will be provided.
• Experience in ramp operations or ground handling is an advantage, though on-the-job training will be given for all ramp duties.
• Basic IT skills are required for check-in, boarding, and other customer service-related tasks.
• Ability to pass security clearance checks, including background checks and references, is essential due to the sensitive nature of airport operations.
• Health and safety training related to ramp duties, manual handling, and operating machinery will be provided during induction.
• Full training will be provided for both the customer service and ramp aspects of the role to ensure compliance with safety standards and operational procedures.

Contract Length

Permanent

Employment Type

Full Time

Contracted Weekly Hours

40

Company Benefits

• Staff Travel Scheme with Loganair and many other airlines worldwide
• Flexible working options
• Free flu jabs
• Health & wellbeing programme
• Access to Mental Health First Aiders
• Life Assurance
• Contributory pension scheme – Up to 6% Company contribute
• Access to a suite of gym, health and active discounts
• Annual Leave Purchase Scheme