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Agent, Reservations - United Kingdom LPL

Agent, Reservations - United Kingdom LPL

Date:  Jan 12, 2022

Location: Liverpool CTO (LPL-CTYO) 

Level: 42
Requisition ID: 52268 


Please make sure you have the legal right to work and live in the U.K prior to applying to this position. Please note that the possession of a U.S passport does not qualify for work permission in the U.K.

This is a permanent position based in Liverpool and therefore you must live in close proximity of the office location. Work from home arrangement will be continued to be made during the COVID-19 pandemic.


This job will continue to be posted until at least 31 January 2022. If interested, please apply prior to this date.


Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

The job is a member of the International Reservations team within the Customer Care Division. The role is responsible for meeting customers’ travel needs, by providing efficient and courteous service in their language of choice.
The individual must have the ability to work a variety of shifts in accordance with operational requirements. This position will report directly to a Customer Care Manager.

What you'll do

• Assist with new and existing reservations on AA and AA partners via phone
• Actively sell AA products and services.
• Provide accurate information regarding flights, fares, destinations, products and special offers
• Assist with AAdvantage related queries or issues
• Assist with baggage related queries or issues
• Provide flight re-protection as a result of schedule changes or flight irregularities to ensure efficient service recovery by finding viable alternatives that meet customer requirements
• Liaise with internal customers from other AA locations
• Keep updated on company policies, procedures and technologies by attending ongoing training and reading daily bulletins and other communications to ensure changes are implemented timely and effectively
• Review own performance and coaching sessions using Compass and NICE tools.
• Provide feedback on system issues


• To take reasonable care of the health and safety of self, as well as the safety of others who may be affected by his/her acts or omissions. To co-operate with AA as far as is necessary to enable AA to comply with all relevant statutory provisions. To immediately report serious risks or concerns over safety issues
• To comply with the AA Rules of Conduct Europe & Pacific and work within the context of all Company’s policies & procedures
• To maintain a standard of dress code that is appropriate to the role and in accordance with the Company’s uniform / dress policy
• To be aware of and sensitive to differences and work in a way consistent with the principles of equal opportunities and anti-discriminatory practice
• To maintain and respect confidentiality at all times and to ensure adherence to the Company’s Confidentiality Policy (currently under review)
• To actively participate in regular coaching & counselling meetings, performance reviews and development meetings
• To undertake appropriate training as agreed with their manager and to take responsibility for self-development
• To work in any other AA location as and when necessary and if applicable to the position
• To undertake any other duties which are consistent with the position. This job description is intended as a guide to the main responsibilities of the position and not an exhaustive list of duties and tasks

All you'll need for success

• GCSE or equivalent in English or Math
• Ability to work shifts including weekends and Bank Holidays
• Ability to provide the highest standards of customer service excellence
• Ability to achieve company goals through objective setting in areas of customer service, quantity of work, job knowledge, accuracy and revenue
• Excellent communication skills in both spoken and written English as well as at least one of the following languages: French, German, Italian, Portuguese, Spanish or Hebrew.
• Excellent listening, problem solving and decision-making skills
• Ability to function efficiently in a fast-paced environment
• Ability to learn, and adopt new policies and procedures
• Ability to remain professional and maintain confidentiality
• People oriented with a positive and cooperative attitude
• Basic computer skills, including Microsoft Outlook

• Previous experience in a call centre environment or other relevant customer service experience.
• Experience with airline reservations software, policies and procedures

Core Competencies

Health & Safety - The successful post holder will be responsible for ensuring Health & Safety policies and procedures are adhered to at all times and ensure any accidents, incidents and non-compliance issues are dealt with appropriately.
Customer Focus - The post holder will need to demonstrate their commitment to delivering outstanding customer service and must act as an ambassador for AA at all times positively conveying its values. The post holder will also take the initiative to follow up on service issues to ensure they are dealt with in a timely and appropriate manner.
Communication - The successful post holder should be able to communicate effectively, professionally and appropriately at all times.
Teamwork, Collaboration & Respect - The post holder must be able to work as part of a team and collaborate with other departments and external contacts appropriately. The post holder must show respect and awareness of other values within a diverse workgroup.
Problem-Solving & Decision Making - The post holder must be decisive in their ability to make decisions when faced with a challenging situation.
Accountability - The post holder should demonstrate commitment to the job, to the Company and be able to assume responsibility without instruction. The post holder should be proactive in providing, seeking and acting on feedback to improve personal performance.
Technical knowledge, application and skills - The post holder should be able to demonstrate competence in all areas of Reservations, AAdvantage and Baggage

Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Additional Locations: None

Job Segment: Bank, Banking, Call Center, Finance, Customer Service

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