Working In airports - Department for Education

Transcription

Working in
Now on the internet
www.connexions-direct.com/
wiairports
airports
Includes 22
real-life case
studies covering:
G
Arriving and
checking in
G
Preparing
for take off
G
Take off and flying
G
Landing
Transport and
Logistics
Contents
2
What is this booklet about?
It is one of over 40 in a series covering many
work sectors, subjects and careers. Each book
contains a number of case studies showing people
in a variety of jobs. All telling you how it is –
including the good things and the bad.
Arriving and checking in
Airport operations manager
Baggage handler
Passenger services agent
Passenger services co-ordinator
Each job shows you what qualifications you will need,
what training you can get and how much you might be
paid. Also, you will see which route each person took in
getting that job.
Security agent
Information desk assistant
Sales consultant (duty-free)
10
How can I find out more?
Preparing for take off
Look on the website www.connexions-direct.com/jobs4u which
contains background information on these featured jobs plus many
more. You can talk to your Connexions personal adviser who will help
you research more details. Or you can contact one of the organisations
listed at the back of the book.
Aircraft maintenance engineer
Flight dispatcher
Flight operations manager
Load planning officer
How can I contact Connexions?
Aircraft cleaner
Fuel operations assistant
In person through a Connexions personal adviser who might
be based at your school, college or reached at your local
Connexions centre. By telephone, text, webchat or e-mail
through Connexions Direct. Open seven days a week,
between 8.00am and 2.00am.
Check out www.connexions-direct.com or look in the
telephone book to find your local centre. Or ring
080 800 13219 or text on 07766 413219 for
Connexions Direct.
Other formats of this booklet are available –
for details see back cover.
Administrative assistant
19
Take off and flying
Air traffic controller
Air cabin crew
Cabin manager
Air cabin crew trainer
Airline pilot
25
Key to salary icons
Landing
up to £12,000
Immigration officer
Airport maintenance engineer
£12,001 to £17,000
Customs and Excise officer
over £17,000
This represents the typical
starting salary for the job
featured in the case study.
29
Further reading/
Useful addresses
Working in airports
So, you want to work
at an airport?
The aviation industry in the UK is a large and growing one, with around
200,000 people employed in airports. They deal with about 200 million
passengers who make around 2 million flights each year.
What type of jobs are there in airports?
How do I find a job?
Airports are made up of a wide range of employers including
airlines, aviation authorities, handling agents, fuel suppliers,
retail organisations, catering and cleaning companies, and the
Civil Service (passport control and immigration).
There are job opportunities in
large and small airports across
the UK, but most vacancies are
available at the bigger airports
such as Heathrow, Gatwick,
Manchester and Birmingham.
There are jobs available at every level within these organisations.
You can join after leaving school, college or university, or after
gaining experience in other jobs.
As well as the obvious careers like passenger check-in officer
and pilot, there are many more including retail assistant, airport
engineer, flight safety manager, ramp agent, chef, bus driver
and customer services manager.
What are the working conditions like?
Most airports never close, so shift work is the most common
way of working, which includes working evenings, nights, at
weekends and on public holidays. Airports are generally busy
and many jobs require dealing with passengers and problems,
which may be demanding at times.
What qualities and skills will I need?
Many employees are taken on
as temporary staff for the peak
holiday times, so it is often
easier to find employment at
the beginning of the summer.
It is then possible to transfer
to full-time work later on,
when vacancies arise.
Some of the large airports
have their own Jobcentres, but
other Jobcentres also advertise
vacancies in airports. In addition,
you can look in local newspapers
for airport jobs.
In addition, a responsible attitude and the ability to work
as part of a team are important requirements for all jobs.
You can also directly approach
employers to find out if they
have any job opportunities,
and the British Airport Authority
(BAA) advertises jobs for some
types of airport staff.
What are the entry requirements?
How do I train?
Some jobs require no or few qualifications, whereas others
require qualifications up to degree level. Qualifications in
subjects such as travel and tourism, retail or customer service
may be useful for some jobs. There are also some courses that
directly relate to working in an airport. For example, courses in
fares and ticketing or airline and airport operations are often
run at colleges that are close to airports.
Training for many of the airport
jobs is given to you while you
are working, as well as on
the employers’ own training
courses. It is also possible
to work towards qualifications
like National Vocational
Qualifications/Scottish
Vocational Qualifications
(NVQs/SVQs), with the
possibility of taking your
qualifications further.
As most airport jobs involve dealing with people, you are likely
to need good communication skills. Knowledge of a foreign
language may be useful too.
As well as qualifications, there may be other entry requirements,
depending on the actual job. For air cabin crew work, you will
need to meet height and weight restrictions and have a valid
passport allowing unrestricted world travel.
Aptitude tests will be given for some jobs such as pilot and air
traffic controller.
1
Many jobs at an airport involve looking after passengers and their luggage. Staff help them to check in,
provide flight and general information and ensure that nothing illegal or dangerous boards the aircraft.
Behind the scenes, there are baggage handlers and managers who make sure that everything runs smoothly.
Manager
What is your working environment like?
Laura Marshall is one of
a team of terminal duty
managers (TDMs) at
Manchester airport, a
job that calls for a calm
approach in a crisis. She is
responsible for ensuring
that all the work operations
inside the terminal
buildings run smoothly.
I am walking around the terminals most
of the time, but also spend time in my
office catching up on paperwork. The
office is light, roomy and pleasant to
work in.
Who do you work with?
I have dealings with nearly everyone at
the airport at some time or another, and
am direct line manager to the airport’s
customer service advisors. I also
work closely with the other TDMs
and management teams at all the
airport’s terminals.
How would you outline your role?
Do you have a set daily work routine?
What special skills or qualities do
you need for your job?
I’m a focal point for everyone who works
in, or visits, the terminal, from airline staff
and service partners, to the travelling
public. I help solve problems, deal with
customer complaints and make sure
we’re meeting all the right standards,
from high levels of customer service
through to complying with health and
safety legislation.
Every day is different. The first thing I do
is get a brief from the duty manager I am
taking over from about anything that’s
happened and anything unusual that
might be coming up, such as VIPs visiting
the airport. Then there are daily meetings
with the management team and also
with the duty police inspector and
security duty manager.
You need to be an excellent
communicator and to be able to
deal persuasively but sensitively with
customers, as well as employees and
other partners at the airport, such as
the companies that run the shops and
catering outlets. Part of my role is to
manage staff, so I need to be a good
leader and able to motivate people.
My main responsibility is overseeing
the terminal, anticipating any potential
problems – mainly from a safety and
security point of view – and ensuring
that the customers are happy.
What training have you received?
Laura’s route
• Degree in Human Biology.
• Temporary job at Luton airport.
• Full-time work as a check in agent,
and then supervisor and station
controller for EasyJet.
• Moved to Manchester airport to
become TDM.
Laura’s tip
• Don’t be afraid to start in any role
at the airport to gain experience
and see what’s available.
What problems can occur?
Sometimes, flights may divert to our
airport and I’ll have to make sure all the
relevant people know and that we are
ready to handle the extra passengers.
Aircraft emergencies, fire alarms going
off, security scares – anything that
happens or affects the terminal is
ultimately my responsibility.
What hours do you work?
I work 12.5-hour shifts, generally four
days on and five off. The shifts are either
6.30am to 7.00pm, or 6.30pm to 7.00am.
2
I started work at Luton Airport and
completed numerous training
programmes on airline specific areas,
as well as general customer service
and management skills. When I came
to Manchester I had further training in
airport security. We all receive training
on a regular basis to keep up to date
with industry issues.
Do you use any tools or equipment?
I use computers, CCTV (closed-circuit
television) and a mobile phone, pager
and radio to keep in touch with colleagues.
Working in airports
Baggage handler
Airport baggage handler
What do you like/dislike about your job?
I enjoy most aspects of my job although
early morning starts in the winter can be
hard. On a shift system, you have to be
prepared to put your social life on hold too.
It can also be frustrating when you have
to deal with situations over which you
have little or no influence, such as luggage
that goes astray. I’m often confronted
with upset passengers even though I’m
trying to sort things out for them.
What are the particular challenges
in your work?
The need to take immediate action in
emergency situations – there’s no time
for hesitation when safety or security is
involved. But although these situations
can be stressful, it can also be rewarding
to lead a team through a major
disruption or an emergency situation.
Related jobs
Customer services assistant/manager
Travel agent
Salary information
Terminal duty managers earn around
£32,000, rising to a maximum of
approximately £40,000 with experience.
Getting in
• The most common route to becoming
a TDM is to work up through other
positions in an airport, such as
customer services assistant or
a specific role with an airline.
• There are no set academic
qualifications but applicants must
have a thorough knowledge and
experience of how an airport
operates. Increasingly, airlines expect
some GCSEs/S grades (A-C/1-3)
including English and mathematics.
Daniel McGlone is a
baggage handler at
Liverpool John Lennon
airport. He is part of a
team that loads and
unloads baggage, mail,
freight and cargo on
and off planes.
What are your main responsibilities?
When we are loading, we use buggies to
drive out to the plane with all the baggage
on trolleys. We then load it using a
special conveyor belt which takes the
luggage up into the plane’s hold. We load
the plane in a certain way so that all the
weight is spread evenly in the hold. Also,
the urgent luggage is loaded last so that
it can be unloaded first at the other end.
I work in a team of about four or five,
which includes a supervisor. I also work
with a dispatcher who checks everything
we load or unload.
When we unload, we drop off the luggage
at the bay and other staff load it onto the
carousel for passengers to reclaim. There
is also some office work to be done. After
I’ve loaded each plane I fill in a form
detailing how many baggages were
included and other relevant information.
I do a 12-hour shift, four days on and
four days off. The two shifts start at
6.00am and 6.00pm.
Most of the time is spent working outside,
travelling to and from the aircraft. We
work in all weathers, even when the
aircraft is grounded in icy conditions.
What special skills or qualities do you
need for your job?
You need to be fit to do this job. It helps
to hold a driving licence so you can drive
the vehicles, which makes the job more
interesting. You must be able to work
quickly and as part of a team, and always
be aware of the dangers of working
near planes.
Daniel’s route
• GCSEs at college after
leaving school.
• Worked as a games tester
for an electronics company.
• GNVQ Levels 1 and 2 in
Business Studies.
• Started work at the airport.
Daniel’s tips
• You have to be prepared to
work hard to get noticed.
• Lifting luggage can be hard
work and you must be fit.
3
How did you choose this type of work?
I started working part time loading the
mail during the night shift. I then did
some overtime during the days, and was
taken on full time.
What training have you had?
I’ve been trained in how to lift heavy
items and I’ve been on a course teaching
me how to drive on the air field, which
has a written test at the end. I hope to
get my fork-lift driving licence next, so
I can help load and unload freight.
Buggies and conveyor belts are the main
machinery I use. We wear special trousers
with knee pads, high visibility vests, ear
protectors and wet weather clothing.
What do you like/dislike about
your job?
The shifts are very long and get very
tiring, and working nights makes it hard
to plan a social life. But it is fun working
as part of a team and means that you
get four days off at a time.
How do you see your future?
With more experience I can take on
more responsibility and, hopefully,
become a team leader.
Related jobs
Driver’s mate
Lift truck operator
Removals operative
Stores assistant
Van driver
Warehouse worker/manager
Salary information
Baggage handlers start on about
£12,000, which can rise to £14,000
with experience. Team (gang) leaders
can earn £15,000 or more.
Getting in
• There are no academic requirements
needed to work as a baggage
handler, although most airports
prefer applicants to be 18 years
old or over.
• A driving licence and the ability to
lift heavy objects are important.
• All new employees at an airport go
through a series of security checks.
Helen Thompson is usually
the first point of contact
for passengers flying out
of an airport. She works as
a passenger services agent
on the check-in desk,
booking in passengers
and their luggage.
I make sure passengers are booked on
the right flight, and know where and
when they are boarding. I also process
their luggage.
What is your set work routine?
When I’m working on the check-in desk
there is a set routine. I have to check
passengers’ passports and tickets,
allocate seats, check in baggage, and
issue boarding cards. I also have to ask
a set of security questions and make sure
passengers haven’t got anything sharp or
dangerous with them, in accordance with
Department for Transport regulations.
I have to be very precise when checking
in the luggage to ensure each piece
matches up with the right passenger.
Helen’s route
•
•
•
•
GCSEs.
A levels at college.
Worked at the Inland Revenue.
Joined present company after
family highlighted vacancies.
Helen’s tips
• You must enjoy helping people
to work in the travel industry.
• Most work at airports involves
working shifts and you must be
prepared to work unsociable hours.
4
Working in airports
Passenger
services agent
Passenger check in officer
Computers play a big role, and we use
radios to keep in touch with each other.
Outside, on the apron (area around the
runway) we wear high visibility vests and
ear defenders.
your job?
Do you work for a particular airline?
No. I work for a company that handles a
number of different airlines and each one
has a different way of doing things,
which you have to learn. There’s lots of
paperwork involved, some of which we
complete manually, while other items like
baggage tags are printed out by computers.
It’s quite a small airport, so you get
to know everyone, from the rest of the
team right through to security and the
airline crews.
Do you only work at the check-in desk?
No. We also work at the boarding gate,
announcing when the plane is ready.
Sometimes we have to escort passengers
out onto the runway area and guide
them around the aircraft. We also help
disabled passengers and people in
wheelchairs to board the aircraft.
I also work as a team leader, helping
the passenger services co-ordinators
to supervise staff and deal with any
problems that occur on shift.
I do four days on, and four days off,
working 12-hour shifts, either from
7.30am to 7.30pm, or 10.00am to 10.00pm.
What’s your working environment like?
Most of our work takes place in full glare
of the passengers but we do have an
operations room where we can go for
our breaks.
need for your job?
You need to be accurate, and make sure
things like boarding cards are filled out
correctly, otherwise security will stop the
passenger from going through. You’ve
also got to be highly motivated, good at
customer service and flexible, because
the hours are quite unsocial.
Why did you choose this type of work?
It’s a challenging job and I like working
with the public. It’s always exciting
working in an airport, and the shifts suit
me because I enjoy having different days
off each week.
What training have you done?
I did two weeks’ intense training when
I started, going through all the basic
procedures and the paperwork, and then
shadowing another member of staff on
the check-in desk to see how it’s all done.
There’s also a manual-handling course,
which teaches you how to lift heavy
bags, and how to push wheelchairs.
I enjoy working with different people
everyday, but I don’t enjoy it when
passengers get upset. When they turn up
late for their flight they sometimes start
blaming us and it can be quite stressful
keeping calm.
Related jobs
Air cabin crew
Courier
Holiday representative
Hotel receptionist
Travel agent
Salary information
A new passenger services agent
earns approximately £11,300, rising
to around £13,300 with the extra
responsibilities of being a team
leader. They may also be paid extra
for overtime and a shift allowance.
Getting in
• Different employers have different
entry requirements.
• Formal qualifications are not always
essential. However, many employers
prefer applicants with several
GCSEs/S grades (A-C/1-3) including
English and mathematics.
• A qualification in a foreign language
or the ability to speak another
language is also helpful. A more
specialist qualification, such as
travel and tourism, can be useful.
5
Passenger services
co-ordinator
I’m responsible for the day-to-day
operations of the team, overseeing
check ins and arrivals, monitoring staff
performance and time keeping, and
responding to any problems that occur
with passengers.
Do you have a set routine?
Every day is different, because you just
don’t know what problems are going
to arise. If we have any major delays I
may have to sort out coaches, different
flights for people, or even overnight
accommodation. I also spend time sorting
out staff rotas, and if we are short staffed
I’ll help out on the check-in desk.
I work shifts of 14.5 hours, which
includes 2.5 hours of overtime. Shifts
are from 5.00am and I do four days
on and four days off.
What’s your working environment like?
As well as the check-in and reservations
desks, where people come to pick up
or book tickets, I also work outside on
the floor of the airport and in the
departure lounge.
I spend a lot of the time with all the staff,
especially the customer services manager,
and also representatives from other airlines.
6
Air cabin crew
Courier
Hotel receptionist
Travel agent
Salary information
A passenger services co-ordinator
earns between £15,000 and £17,000
a year. They may also be paid extra
for overtime and a shift allowance.
Craig Mills is a passenger
services co-ordinator at
airport, where he splits his
time between helping out
passengers with their travel
problems and ensuring his
team are working well.
Related jobs
Getting in
need for your job?
You need good customer service skills,
and you’ve got to be able to deal with
difficult passengers. Good listening skills
are important, because you do get some
passengers who moan a lot, and you’ve
got to be sympathetic even though you
might not think they deserve it!
I’ve had to learn several specialist travel
computer systems such as CADACO,
which is a check-in system that’s used
Craig’s route
• GCSEs.
• BTEC National Certificate in Travel
and Tourism.
• Handling agent at Liverpool airport.
• Holiday representative in Mallorca.
• Started work at Aviance.
Craig’s tips
• It helps to have an interest in travel
and working in an airport.
• Be prepared to give up your social
life when you’re on shifts.
• You’ve got to be able to deal with
difficult passengers – you can’t just
shout back at them!
• Formal qualifications are not
always essential. It is common to
work up from a customer service
agent to a co-ordinator’s position.
• However, many employers prefer
applicants with several GCSEs/S
grades (A-C/1-3) including English
and mathematics.
• A qualification in a foreign
language or the ability to speak
another language is also helpful.
• A more specialised qualification,
such as one of several awards run
by BTEC travel and tourism, can
be useful.
all over the world, and AMOSS, a system
that holds all the flight information.
We also do a manual-handling training
course every two years and there’s
special security training too.
your job?
I enjoy working with people, and the best
thing about the job is helping someone
to sort out a problem, or even saving
their holiday by helping to arrange an
alternative flight. The downside is dealing
with abusive passengers, but you’ve just
got to look at it as part of the job.
What are the particular challenges in
your work?
There’s always a bit of pressure making
sure the flights are boarded and ready to
go on time. Keeping the staff happy isn’t
the easiest job either!
I want to carry on in the travel industry
and the next step up would be a
management position.
Working in airports
Related jobs
Security agent
Security officer/manager
Getting in
Although we have a set routine, the work
is varied. Our most visible presence is
when people are moving through into
departures and we need to check their
boarding cards and x-ray their hand
luggage. If the archway metal detector
(AMD) bleeps when someone walks
through, we approach the passenger,
take them to one side, and then carry
out a body search. We also spend time
carrying out patrols within the airport,
keeping an eye out for anything
suspicious, such as unattended luggage.
It’s a tight knit team and we all get on
well together. We obviously have strong
links with the police, as well as all the
other service providers working within
the airport.
If we do discover something unusual, we
call over a supervisor and make a decision
whether or not to get the police involved.
We check people who work in the airport
too, and we x-ray all deliveries for the
shops and restaurants, even checking the
vehicles they arrive in.
Shift work is common. I do a 48-hour
week, which includes breaks and overtime.
The shifts are from 4.00am to 1.00pm, or
1.00pm until 10.00pm. If I’m working
outside the terminal, on the gate where
the deliveries come in, it’s common to do
two day and two night shifts, and then
have four days off.
Salary information
A new security officer usually starts
at £13,000, rising to about £18,000
with experience. Senior officers can
reach salaries of £25,000.
Martyn Powell is an
aviation security agent
at a commercial airport in
northern England. As part
of the airport’s main
security team he has to
remain alert to spot anything
suspicious throughout his
working day.
What happens next?
Police officer
Private investigator
Store detective
Traffic warden
need for your job?
Good observation and communication
skills are vital, and you need to keep calm
under pressure because it can get hectic
at times, with people wanting to rush
through to catch their planes. You also
need to be firm and explain why you are
doing certain things.
Martyn’s route
•
•
•
•
Left school.
Completed GCSEs at college.
Short time with the Royal Marines.
Joined Securicor Aviation.
Martyn’s tips
• Think about the hours – they
certainly don’t suit everyone.
• You do need to be understanding
when dealing with difficult situations.
• There are no set qualifications
needed to become an aviation
security agent.
• However, a good standard of spoken
and written English is important,
and you must be 21 or over and
agree to have a full security check
carried out by the Department
for Transport.
• Qualifications may be obtained
through the Security Industry
Training Organisation (SITO).
All new entrants have to undergo
a training course that meets the
requirements of the Department for
Transport (DfT). This teaches the basics
and explains what the role involves.
Once you’ve passed the course there
is on-the-job training, and that’s when
the learning really starts.
As well as the x-ray machines we use
radios, computers, hand-held metal
detectors and something called a wand,
which we use when a piece of unattended
luggage has been found. This helps to
determine whether or not there are any
explosives in it.
your work?
We’ve had a couple of bomb scares,
when we’ve had to evacuate the whole
of the airport. The other challenge is
dealing with difficult passengers, and
we can actually be called on to planes
to help calm them down.
There’s a natural route of progression in
this job – supervisor, duty manager and,
finally, security manager.
7
Claire Barlow is a sales
and information assistant
at the Merseyside Tourist
Information unit at
airport. As well as dealing
with travel enquires, she
also helps to run a gift shop.
We are the first place that passengers
come to if they have a travel problem or
just want some information about what
to do in Liverpool.
I spend my time at the counter or helping
in the shop, which can get quite busy
when a lot of passengers enter the airport.
The counter is centrally located in the
main terminal building.
We undertake training all the time, and I
am currently working with Mersey Travel
to update my knowledge about transport
and the best way to get to places. We
also do welcome host courses, which
teach you to be more aware of people
with disabilities and people for whom
English isn’t a first language. I’ve also
completed a customer care course.
There are lots of different parts to my job
and I don’t have a set routine. My main
role is answering queries about the
airport, flights and where to go. A lot of
incoming passengers want to know the
best way to get to the city centre, and
what things they should see and do
once they get there. I also operate the
airport’s main switchboard and make
announcements over the tannoy system.
What other tasks do you do?
I also work in the shop, which sells
items such as guidebooks to Liverpool,
postcards, football merchandise, stamps
and souvenirs. I handle cash, cheques and
credit cards, use the till and help keep the
shelves stocked with goods.
I work on a rotating base of three shifts,
from 5.00am to 2.00pm, 9.30am to
6.30pm, or 2.00pm to 11.00pm. That
means there’s always someone on the
desk when passengers are passing
through the airport. I work in a team of
eight, which means I rarely work alone.
8
need for your job?
You have to be aware of customer needs,
and possess a good knowledge of the
area where you work. Computer and
language skills are important too. You
also need to be pleasant and friendly,
with a smart appearance.
I knew I wanted to use my languages,
so I spent some time as a member of the
cabin crew for an airline. I already had
some experience of working for Merseyside
Tourist Information, and an opportunity
came up to work at the airport.
You get used to the hours, and of course
you can’t help but be a bit envious of all
those people going on holiday. Dealing
with the public is interesting, but some
people do get very angry when their
travel plans are changed.
Claire’s route
• GCSEs and A levels.
• Casual work for Merseyside Tourist
Information while at university.
• BA Combined Honours Degree in
French and European Studies.
• Worked as cabin crew for an airline.
Claire’s tips
• Languages skills are important.
• You’ve got to be able to get on
with people and enjoy dealing
with the public.
Working in airports
Sales consultant
(duty free)
Sales assistant
The airport is getting bigger and bigger,
with lots of different airlines setting up
here, so hopefully there will be more and
more job opportunities.
Related jobs
Library assistant
Receptionist
Tour manager
Tourist guide
Salary information
New information assistants earn
around £9,000, rising to a maximum
of £14,000 with experience. Senior
assistants, with extra supervisory
duties, can earn £15,000 or more.
There may be extra payments
for overtime.
Getting in
• There are no set qualifications, but
employers prefer applicants with
GCSEs/S grades (A-C/1-3) in subjects
such as English, mathematics, history
and geography. The right personal
qualities are often equally important
and previous experience of working
with customers and handling cash
is useful.
• There are many courses available in
travel and tourism, some of which
can be gained while at work,
including NVQs/SVQs in Tourist
Information, Customer Service or
Travel Services.
• Courses at college or university
include BTEC Higher National
Certificate/Diploma (HNC/HND) in
Travel and Tourism Management
and degrees in travel and tourism.
Lee Clare is a sales
consultant at one of
Manchester airport’s
branches of Alpha Retail,
a chain of shops that sells
tax- and duty-free goods
like alcohol, perfume
and tobacco.
My job is a mixture of serving customers,
using the till, and stock control. Most of
the goods we sell are controlled by strict
laws that limit how much people can buy
to take into other countries.
What other tasks are involved?
I have to check passenger’s boarding
cards to see where they are going and
then advise them what their allowances
are. Although you can pay with any
currency in the shop, most of the rates
are worked out automatically by the till.
Other tasks include printing out different
tickets and price tags on a computer,
answering the phones and doing a
weekly stock take.
need for your job?
You need to be hardworking and
interested in what you are doing. You’ve
also got to be good at explaining things
to people, especially if you are stopping
them from buying something because of
the law. You need to be polite and offer
the kind of service you’d expect if you
walked into a shop.
The main thing we use is a hand-held
scanner for stock taking, which reads the
bar codes. You then count how many items
there are, key that in and log it all into
the computer when you’ve finished. We
also wear a uniform, which I quite like.
I do three days on and three days off,
from 6.00am to 6.00pm.
We get busy and quiet times depending
on the time of year. It’s obviously more
hectic in the summer, but we tend to take
on extra staff then.
Lee’s route
• GCSEs.
• Started work at an electrical retailer.
• Spent time working in a factory
and in catering.
• Joined Alpha Retail in 2002.
In the whole airport about 400 people
work for Alpha, and we’ve got three
outlets. As well as sales consultants,
there is a whole tier of management
and administrative staff who do all the
wages and the training.
Lee’s tips
• You’ve got to be patient when
dealing with the public.
• Being talkative and confident helps.
9
I’ve always worked in retail but I thought
it would be a bit different to work at
an airport.
At Alpha, everyone does a course on
selling skills. It covers six levels and
teaches you different elements of
customer service, health and safety and
other general retailing topics. It took me
about 18 months to complete, as you
have to fit it in with your day-to-day
work. You can carry on training towards
an NVQ afterwards.
your job?
Because I work in the international
terminal, I get to meet people from all
over the world which makes the job
much more interesting. The early starts
can take some getting used to.
Each department has senior sales staff
who have a lot more responsibility, so
that’s what I’m working towards. After
that, I’d like to move into management.
Related jobs
Bank/Building society customer
adviser
Checkout operator
Store owner/manager
Travel agent
Salary information
Starting salary for shop assistants
working at an airport is around
£10,000-£12,000, rising to £15,000
with experience. Generally, salaries
are slightly higher in High Street
retail outlets.
Getting in
• There are no minimum qualifications
although some employers ask for at
least two GCSEs/S grades (A-C/1-3).
• Some companies will set tests in
basic mathematics and English.
• Many stores value evidence of
interest in retail, such as experience
in a Saturday or holiday job.
• Apprenticeships (Skillseekers
in Scotland) may be available.
Sue Jones works at Luton
airport as an avionics
(electronic and electrical
systems) maintenance
engineer for Britannia
Airways. She trained
by doing a 4-year
Apprenticeship with
the airline.
How would you describe your role?
I maintain the avionics systems on
Britannia’s fleet of Boeing aircraft by
carrying out different levels of service
checks that are similar to those
associated with motor vehicles.
For instance, the Heavy Check A is done
after every 1,300 hours of flying time. C
checks are more in-depth and the aircraft
stays in the hangar for about two weeks,
and I change parts, fix defects and test
every avionics system.
Avionics engineers maintain anything
on an aircraft to do with electrics, flight
computer systems or radio systems, so
I have a wide range of tasks.
What things do you cover in a check?
This depends on the aircraft. I could
be running in cables to keep the aircraft
up to date with the latest computer
systems or I could be working on the
autopilot system to ensure the aircraft
will fly correctly.
Another thing I do is electrically connect
the passenger seats to make sure there is
music and video audio at each seat and
that the whole in-flight entertainment
system is working.
10
Working in airports
A large number of airport staff have a behind-the-scenes role in preparing aircraft for take-off. For
example, the aircraft needs to be cleaned and loaded with supplies including fuel and food, the crew
need to be briefed, and important checks need to be made so that the aircraft is ready and safe to fly.
Electronics engineer
Why did you choose this career?
I was interested in aircraft and wanted
a hands-on job. I like the variety that
this job offers – I get to work on many
different aircraft systems.
What are your ambitions?
I would like to move from hangar
maintenance and work on aircraft
maintenance between their flights. It
means you have to deal very quickly with
problems so you don’t delay flights.
Related jobs
What tools do you use?
I was trained to use lots of tools during
my apprenticeship. I use hand tools like
spanners, screwdrivers, cutters and pliers,
as well as electrical meters to measure
voltage, resistance and so on. I also use
more advanced avionic test equipment,
which tests the radio systems we use
and sends out signals for the aircraft
to receive and respond to.
I work in an aircraft hangar, which can
hold two aircraft and equipment such as
docking and staging equipment, which
helps us to get on and around the
aircraft. The hangar is large enough to fit
more than 1,300 double-decker buses. It
can be very noisy, as a number of people
work on the aircraft. When the doors are
open while aircraft are being moved in or
out, it can get very cold in winter.
What are your working hours?
I work on a four-week pattern of early
and late shifts. Early shifts run from
7.00am to 5.30pm and late shifts from
3.30pm to 11.00pm. I work three weeks
of early shifts, which can include weekend
work, then one week of late shifts.
There are lots of small teams of engineers
and at the head of each team is a team
leader. The teams are told which aircraft
to work on by a shift or group leader.
What skills and qualities do you need?
Sue’s route
• GCSEs.
• Apprenticeship with
Britannia Airways.
Sue’s tips
• Apply to airlines running
Apprenticeships before leaving school.
• Most airlines ask for GCSEs in
mathematics and physics and
practical hand skills, so make sure
you have these.
I have to be keen, willing to learn and
able to cope with a variety of duties, as
there are many different jobs involved in
getting the aircraft ready. I must be able
to work well within a team and it’s
essential that I pay attention to detail,
as the safety of the aircraft is critical.
What challenges do you face?
It’s a challenge to work through aircraft
systems to find the causes of problems.
When aircraft are on their C checks, I
have to work to a set schedule so that
the aircraft are not out of service for too
long, which is challenging but exciting at
the same time.
Aerospace engineer
Electrical engineering technician
Electronic engineering technician
Engineering maintenance fitter
Engineering maintenance technician
Salary information
Apprentices earn around £10,000 to
£15,000 a year. With experience and
qualifications, this will rise to £20,000.
Senior maintenance engineers can
earn up to £35,000 a year.
Getting in
• Most people enter by doing an
Apprenticeship (Skillseekers in
Scotland) or a full-time course in
engineering, in order to gain an
aircraft maintenance engineer licence.
• Entry to both routes is usually
with four GCSEs/S grades (A-C/1-3),
including mathematics and science
or technology, or equivalent
qualifications.
• With Apprenticeships, the more
theoretical aspects of the work
may be covered by study at a local
college. Along with workplace
assessments, this can lead to at
least NVQ/SVQ Level 3 Aircraft
Engineering Maintenance. If the
training does not include NVQ/SVQ
Level 3, an assessment will be
carried out on the job.
11
Flight dispatcher
Sarah Bonner is a flight
dispatcher for KLM Ground
Services at London City
airport. She entered the
work after gaining
experience as a passenger
handling agent.
What is your main role?
My role is to ensure the safe and quick
turnaround of an aircraft. I make sure that
all the different departments have done
their work to prepare the aircraft between
flights. For instance, it has to be cleaned,
refuelled and loaded with luggage.
I work 38 hours a week, which are
broken up into early and late shifts. This
airport doesn’t operate 24 hours a day, so
I don’t have to work through the night.
I also make sure that other staff such as
the cabin crew and aircraft engineers
have done their checks, and that all
passengers have boarded the plane. Once
I am satisfied that everything is ready,
I dispatch the aircraft.
It is generally busy, but there are quieter
periods when there are no aircraft on the
ground. I work closely with boarding
agents and the operations controller.
I was given initial flight dispatch training,
which included learning how to operate
the various computer systems that the
different airlines use. When a new airline
begins to operate out of the airport, I
receive training on the airline’s policies, so
I can give them the highest level of service.
Do you work out the payload?
After placing passengers, bags, mail and
cargo, I then produce a computerised
load sheet, which the captain uses to
make sure the aircraft is within weight
limitations and is balanced for take off
and landing.
What equipment do you use?
I use a radio to alert arrivals of the
inbound flights, to call outbound flights
to their gates and to be available should
anyone need to contact me. To produce
a load sheet, I use several computer
systems depending on the airlines;
however, it can be done manually
too. I also wear protective clothing.
12
I wanted an active, hands-on job that
provided variety every day. My first job
as a passenger handling agent gave me
confidence and an insight into how the
travel industry works. After a year, I
wanted a new challenge, so I applied for
my current position as a flight dispatcher,
which I was delighted to get.
You need to be very organised and
able to keep focused on the task when
under pressure, because it is a highly
responsible job.
Sarah’s route
• GCSEs.
• Advanced GNVQ in Travel and
Tourism.
• Worked as a passenger handling
agent with KLM Ground Services.
• After one year, applied for current
position as a flight dispatcher.
Sarah’s tip
• Anybody thinking of becoming a
flight dispatcher should start by
working at the check-in desk, to gain
an understanding of the importance
of documenting accurate baggage
weights, aircraft weight restrictions
and general aircraft security.
Working in airports
Flight operations
manager
What do you enjoy about your work?
The main aspect of my job that I enjoy
most is being able to work on my own,
while still remaining in a team
environment. I am able to use my own
initiative and, to a certain extent, work
at my own pace. However, I still have a
network of dispatchers available to help
me should a problem occur.
Is there anything you don’t like?
The main disadvantage of my job is having
to work at weekends and during public
holidays. However, I get days off in lieu.
What are the challenges in your work?
The main challenge I face in my job is
having to turn an aircraft around quickly.
Sometimes, I have just 20 minutes to do
this, and when there are delays I can be
dispatching two at the same time.
Related jobs
Load planning officer (aircraft)
Ryan Flaherty is head of
operations control and
performance for Flybe
at Exeter International
airport. He entered the
job after doing a degree
followed by experience
gained in various other
roles for the airline.
I have two main areas of responsibility.
I am responsible for the day-to-day
running of our operations control centre.
This is the office where we monitor the
aircraft, ensuring that they are running
on time, and deal with any problems
that arise during the day, such as bad
weather. As well as looking after aircraft,
I am responsible for allocating all the
pilots and cabin crew to the various aircraft.
I ensure that they are all available to
operate the flights.
Salary information
Salaries for flight dispatchers start at
around £12,000. With more experience,
it is possible to earn around £14,000£16,000, rising to £18,000 in a senior
role. These earnings may be increased
with overtime pay.
Getting in
• Employers may ask for GCSEs to
enter the work. IT skills and the
ability to speak a foreign language
are desirable.
• Many flight dispatchers have
gained experience in an area such
as passenger services before
entering flight dispatch.
• Training involves instruction in
flight dispatch computer systems.
Ryan’s route
• Degree in European Business
Studies and French.
• Worked in various roles at Flybe –
reservations, ticket desk work and
duty management.
• Transferred to head office.
• Present position as head of
operations control and performance.
Ryan’s tips
• Be prepared to start at the bottom
and gain valuable experience on
your way up.
• Be prepared to work long and
unsocial hours.
What about time-keeping quality
control?
In addition, I take care of the punctuality
performance of the airline. This means
I have to monitor and examine all the
punctuality statistics regularly. If I see an
issue developing, I must liaise with the
relevant department to bring about an
improvement.
What does your day involve?
I hold a meeting each morning with
my staff to discuss the previous day’s
operation and identify any issues. We
review the first wave of departures of
that morning to see if there are any
problems that are likely to impact on
the rest of the day and cause any delays.
Throughout the day, I deal with various
issues relating to the operation of the
airline, such as air traffic control, the
weather, the IT systems we use and
any other issues.
I also answer queries from staff and
passengers. Later in the afternoon, we
have another meeting to review how
the day has progressed.
What hours are you on duty?
I am usually in the office by 8.30am and
leave at around 6.00pm. However, given
the nature of my job, I must be available
on my mobile phone 24 hours a day.
13
Where do you work?
I work in an office next to the airport
in a general office building with large
windows, so I can see the airfield. I have
my own room and report to the logistics
director. The office block is shared by
other department heads covering ground
and cabin services, for instance.
I have attended numerous in-house
training courses. I have also been on a
management skills course, which was
organised externally. I’ve attended a slot
co-ordination course to learn how to
manage flight scheduling with the aim
of making the most of airport capacity.
What skills must you have?
When working in an operations
department, good communication
skills are essential. Time is critical, so the
ability to work to deadlines is important.
Specifically, it is important to have a
good understanding of how flights are
processed at an airport.
I spent five years working in a live airport
environment, which proved to be good
experience for my current role.
What do you like about your work?
An airport is an interesting place to work
as it is a busy place with lots of people
doing a wide range of jobs. In addition, it
is good to be part of a team and rewarding
to be working for a developing company.
When flights are running late, we need to
find solutions to minimise delays for our
passengers. This can be especially difficult
when disruptions occur that are out of
our control, such as bad weather causing
aircraft to be grounded.
14
Related jobs
Royal Air Force (RAF) airman/woman
Royal Air Force (RAF) officer
Transport planner
Salary information
With experience, a duty manager can
expect to earn around £25,000. This
rises with progression into the higher
managerial positions with an earning
potential of up to £50,000. Salaries
for flight operations assistants can
start at around £12,000.
Getting in
• The best way to get into operations
management is to work your way
up from a position such as crewing
or operations assistant, then on to
controller, duty manager and finally
the higher managerial positions.
• Generally, airlines expect applicants
for operations assistant roles to have
some GCSEs/S grades (A-C/1-3) in
English and mathematics.
• Training involves both technical
instruction in flight operations, IT
systems and management training.
India Thomas is one of a team
of ten load planning officers
for the airport services
provider, Aviance UK, and is
based at Cardiff airport. She
entered the work because
she wanted to pursue an
interesting and exciting career.
What do you do each day?
One of the most important aspects of my
job is to calculate the correct weight and
balance of luggage, passengers and fuel,
as this has a direct impact on the safety
of the aircraft during take off and
landing. I work at the computer doing
advanced planning and preparation for
the following day. It is essential to input
registration details of expected aircraft so
that the correct baggage and passengers
board the plane.
What about working outside?
I spend some time outside on the airport
apron liaising between baggage handlers,
flight deck staff (including cabin crew
and captains), refuellers, check-in agents
and ground staff. I have an overview of
the tasks and responsibilities involved for
all of these groups, so that I can ensure
the safe and timely turnaround of aircraft.
What equipment do you need to do
your job?
I am always equipped with a two-way
radio, pen and clipboard, ear defenders,
steel toe capped boots, a calculator and
security pass. In addition, I must always
be near a computer.
Working in airports
Load planning
officer
What are your career ambitions?
I would like to stay within the airport
industry and, one day, become a duty
manager or trainer.
Related jobs
Salary information
What skills are necessary?
What are your surroundings like?
I need good communication skills
and confidence in dealing with people,
along with the ability to think quickly
on my feet. I make effective decisions
when adjustments are needed at a
moment’s notice.
While working indoors, I am in a modern
office environment, but when on the
airfield, it is often cold, wet and noisy.
What are your typical working hours?
I work on a shift system as airlines
operate on a 24-hour basis, every day
of the year. I work on a two-shift pattern,
from 5.00am to 11.00am or from 4.30pm
to 8.30pm. I may also need to work
overtime at very short notice if there
are unforeseen delays.
India’s route
• GCSEs.
• Worked in retail for two years.
• Appointed as check in agent at
Cardiff airport.
• Promotion to present position
as load planning officer.
India’s tips
• If you think the work would suit
you, work hard and you will achieve
whatever you want.
• You must be prepared to work on
a shift system and at weekends.
What training have you done since
starting at the airport?
I originally received a number of weeks’
basic training on the day-to-day functions
of a check-in agent and the use of the
computer databases. When promoted to
load planning officer, I received a further
eight days of intensive training with
continual assessment. On successful
completion, I received a licence to
operate and was closely monitored for
the first two weeks.
What do you find most rewarding about
your job?
I like the fact that it is challenging,
varied, stimulating and gives me a real
sense of achievement. On top of this,
I enjoy working as part of a team.
Salaries for load planning officers start
at around £12,000. With more
experience, it is possible to earn
around £16,000 to £18,000. These
earnings may be increased with
overtime pay.
Getting in
• Employers may ask for GCSEs/S
grades (A-E/1-5) including English
and mathematics to enter the work.
IT skills are desirable.
• Many load planning officers have
gained experience in an area such
as passenger services before
entering load planning. This helps
in the supervision of gate staff.
• Training involves instruction in
manual weight and balance
concepts of aircraft, and in
computerised load planning.
What are the challenging aspects of
the work?
It is a very high-pressured job, as I
am always working against the clock
with deadlines to be met. Every day
is a challenge with new problems to
be resolved.
15
Related jobs
Aircraft cleaner
Salary information
Cleaner
The average starting salary for
an aircraft cleaner is about £9,500.
With experience this rises to around
£11,000. Supervisors may earn
£15,000 or more.
Clare Havard is an aircraft
cleaner for Inflight Cleaning
Services at Gatwick airport.
She works as part of a team
to make sure that all the
aircraft are clean before
they fly. Sometimes, her team
only gets 15 minutes to
prepare the aircraft for the
next influx of passengers.
What personal qualities do you need?
I arrive at Gatwick by 6.30am, go
through security and clock in. We are
then transported to the aircraft as they
need cleaning. Apart from breaks I clean
the aircraft until my shift finishes.
You need to be smart, which includes
wearing a clean uniform, with clean
shoes and long hair tied back. You have
to work fast while meeting quality
standards, so that you do not cause
flight delays. Also, you must be able to
communicate with other people working
around you, such as air cabin crew,
caterers and engineers.
There are different types of cleaning
operations. When the aircraft is on a
quick turnaround, the cleaning operation
only takes up to 45 minutes. In this time,
my duties include wiping lap trays, taking
rubbish out of seat pockets, putting safety
cards to the front of the seat pockets,
arranging seatbelts, vacuuming, and
cleaning toilets and galleys (kitchen areas).
When the aircraft remains at the airfield
overnight we do a more extensive clean.
What cleaning equipment do you use?
I use a vacuum cleaner, which is the kind
that you put on your back and is supported
with straps, so it’s comfortable. In addition,
I use mops, cloths and cleaning fluids. We
wear a special cleaning uniform.
I work in a crew of four. We have a
supervisor and three cleaners in the crew.
The supervisor’s role is to make sure that
the cleaners are doing what they are
assigned to do on that aircraft.
16
Getting in
What are your daily duties?
What does the cleaning involve?
Caretaker/maintenance person
Car valet
Hotel/accommodation room attendant
Housekeeper
Industrial cleaner
What shifts do you work?
For three days, I do a 12-hour shift
from 7.00am to 7.00pm. Then I have
three days off.
Clare’s route
•
•
•
•
GCSEs.
NVQ Level 2 in Administration.
GNVQ in ICT.
Full-time job as aircraft cleaner
after attending a local jobs fair.
Clare’s tips
• Be prepared to get to work early.
• Keep your uniform smart and clean
at all times.
• Be able to communicate with the
other members of staff working
around you.
• No formal qualifications are
needed to become a cleaner.
• Applicants should be in good
health and active. People with
breathing difficulties or skin
allergies could be affected by
dust and chemicals.
• Training is given in health and
safety and in using equipment and
cleaning fluids. You may study for
qualifications such as NVQs/SVQs
in Cleaning and Support Services.
As well as being trained in using the
cleaning equipment and how to clean the
aircraft, I have done American security
training. On every American aircraft, there
are security guards who check that the
cleaning crew are searching the cabin
properly. Sometimes they test us by
putting dummy bombs under seats and
lifejackets. If you find one, you need to
call security.
What do you like about your job?
There is a friendly atmosphere and I get
on with everybody. I also enjoy working
on the different types of aircraft.
Working in airports
Fuel operations
assistant
Distribution manager
Related jobs
Administrative
assistant/officer/manager
Large goods vehicle driver
Salary information
Amie Clark works at Bristol
airport as an operations
assistant for Air BP. She
carries out all the
administration and some
of the operational work
involved in refuelling
aircraft. Once she obtains
her heavy goods vehicle
licence, Amie hopes to train
to refuel the aircraft as well.
Starting salary for an operations
assistant is around £13,000.
Refuellers start at between
about £19,000 and £25,000.
Getting in
What are your main role?
What skills do you need for your job?
I get involved with fuel management,
which involves checking and sampling
incoming loads of fuel to make sure they
meet the required specifications.
I need to be computer literate and have
numerical skills. I must have good
communication skills to deal with
colleagues over the phone, face-to-face
and by email. Being able to work as part
of a team is invaluable, as is being able
to work independently. I need to be
enthusiastic, flexible and able to keep
calm under pressure.
What are your daily tasks?
I collect, check and sort fuel sales tickets
and information about incoming fuel
loads and fuel reloads into our vehicles.
I operate equipment for sampling fuel
quality, such as a thermometer, hydrometer
and conductivity meter. I read and convert
various gauge readings from the side of
fuel storage tanks.
Amie’s route
• GCSEs.
• Advanced GNVQ in Art and Design.
• Worked for airport security,
then airport taxi company.
• Current role as fuel operations
assistant.
Amie’s tips
• Be flexible, constantly willing
to learn and conscientious.
• Having an interest in the aviation
industry is an advantage in this role.
Apart from the testing equipment I use
the base radio to communicate with
the refuellers (drivers) while they are
working, and the base car to collect
and escort visitors or deliveries.
What hours do you normally work?
I have to be quite flexible. My main hours
are 9.00am to 5.00pm, but sometimes I
start earlier to deal with early morning
incoming fuel loads.
What is your workplace like?
I work in a light, airy office on a busy
airport fuel farm. My window looks out
onto the main apron, so I can see aircraft
movements all day. I work with eleven
aircraft refuellers and one manager.
• Entry requirements vary among
employers, but applicants often
need GCSE/S grades (A-C/1-3)
and/or relevant experience.
• Employers run their own training
courses lasting for four to eight
weeks on an airport site.
• To become a refueller, an HGV1
(Heavy goods vehicle) driving
qualification is necessary.
To gain this, you must be 21.
Training is on-going. I have been trained
in all my work tasks, including using the
system we use for testing and monitoring
the fuel supplies and keeping track of all
the deliveries. Other training I’ve had
includes first aid, driving on the runway
and defensive fire fighting. I’m re-trained
regularly to keep my skills fresh and up
to date.
What do you most like about your job?
I like the fact that there’s always
something happening. As well as this,
working in an airport gives me a real
sense of pride; even though I’m such a
small part of the process, I help to ensure
that passengers get to their destinations
safely, comfortably and on time.
What are your career plans?
I hope to get my HGV licence soon, and
be trained to refuel aircraft. I’ll also be
trained to conduct all the required tasks,
inspections and tests that need to be
carried out on various pieces of equipment
so that I can become a more versatile
member of the team.
17
Administrative
assistant
Administrative assistant/officer/manager
Laura Turner is a visuallyimpaired clerical trainee in
the training and development
section of the personnel
department at Birmingham
International airport. She
helps to administer training
courses for airport staff, in
particular the induction
courses for new employees,
as well as dealing with young
people on work placements.
What does your job involve?
What equipment do you use if any?
I get involved in most of the support
tasks associated with organising the
various training courses we hold for
airport staff. I contact the people who
have been selected for the various
courses, make their arrangements, book
the training rooms, and deal with any
difficulties they may have in attending
the courses. In addition, there is a lot
of letter writing and copying of
training material.
I use a computer and printer. My
computer has a speech package which
reads out everything that is on the
screen. I input by touch typing and
the computer will read back to me if
necessary. I also have an embosser,
which prints documents into Braille.
I chose it because it became available
and I knew it would be interesting. It
was also a job that I knew I could do.
Laura’s route
• GCSEs.
• NVQ Level 2 in Business
Administration.
• Computer Literary and Information
Technology (CLAIT) 1.
Laura’s tips
• Use all available sources when
searching for a suitable job.
• Ensure that the job you finally
take combines work, further
training and experience.
18
How do you find your way around a
busy airport?
Access to the airport is made easier
because there are tactile pavements and
Braille in the talking lifts. The corridors
are spacious and well lit. To help me
within the office, Braille has been put
on the pigeonholes, so I can find post.
What was your route into this job?
I heard about Birmingham International
airport after a student at my school
talked to year 11 students about her
work experience placement here. My
initial psychometric test was provided
in Braille and I was given help through
the selection process by members of
the personnel team.
I work normal office hours 9.00am to
5.00pm, Monday to Friday.
There has been lots of training. On
appointment, I undertook a two-day
course that gave me a general overview
of the airport company. Since then I have
attended presentations, such as health
and safety, equal opportunities, managing
harassment and bullying, cultural
awareness, drug awareness and fire
safety training. I have completed an NVQ
Level 2 in Business Administration and
a Computer Literacy and Information
Technology (CLAIT) 1 course to develop
my IT skills.
What are the advantages and
disadvantages of your job?
I was made to feel welcome at the
airport and I have some good friends
here now, who I talk to and go to lunch
with. My team were given some practical
tips before I came, to help them feel
prepared for working with somebody
who is visually impaired. The people are
very helpful and I certainly feel a full and
equal member of the team and company.
Working in airports
During take-off, flight and landing, staff are responsible for the
safety, comfort and satisfaction of passengers onboard the aircraft.
They include air cabin crew, pilots, crew trainers and supervisors.
What are the skills and qualities needed?
For this job, IT experience and skill is
essential. The ability to get along with
people you come into contact with is
also necessary.
What are your long term career goals?
At this stage I haven’t really thought
about it, although once I have completed
the NVQ Level 3 in Customer Services
I will be able to do further study to
develop my career.
Lisa Challenger is an
air traffic controller at
Heathrow airport. She
decided on the career
after an air traffic
controller visited her
school to give a talk
about the work.
Related jobs
Personal assistant (PA)
Receptionist
Secretary
Switchboard operator
Salary information
The starting salary for a clerical
trainee between the ages of 16 and
18 is £8,500, plus benefits and
bonuses. After four years this will rise
to about £12,500, and thereafter to a
maximum of around £17,500. Clerical
experience in an airport provides an
opportunity to progress to a wide
range of other jobs and salary
structures within the organisation.
Getting in
• There are no minimum
qualifications, although most
employers and colleges ask for
several GCSEs/S grades (A-C/1-3),
including English, mathematics and
IT skills. Knowledge of a foreign
language may be useful.
• Most colleges of further education
offer a range of secretarial courses,
both full and part time. Some
private colleges offer shorter, more
intensive courses. These can lead to
NVQs/SVQs Levels 1, 2 and 3 in
Business Administration or City &
Guilds qualifications.
What is your main role?
I’m part of a team that controls the
movement of aircraft in and around
Heathrow and the surrounding areas, both
on the ground and in the air. There are five
control positions covering arrivals (landing
traffic), departures (departing traffic),
ground movement control (moving aircraft
on the ground) and delivery (giving out
initial clearances to departing aircraft).
Lisa’s route
• Degree in Psychology.
• Worked for two years as accounts
assistant while making applications
for air traffic control courses.
• Accepted onto air traffic control
course and became a fully qualified
air traffic controller.
Lisa’s tips
What equipment do you use in the
control tower?
I use radios to communicate with the
aircraft, telephones to co-ordinate with
other controllers and outside agencies,
and radar screens to watch aircraft in
the air and on the ground.
I work a ten-day shift pattern, which is
six days on and four days off. The days on
consist of two mornings, from 7.00am to
2.00pm, two afternoons, from 2.00pm to
10.00pm, and two nights from 10.00pm
to 7.00am. I am also closely regulated as
to how long I can work without a break.
Working as a member of a team we rotate
responsibilities throughout the shift. For
instance, I work in one control position
for about one hour, followed by a break,
before moving to another position.
• Don’t give up applying. It took me
two years before I was finally
accepted onto a course.
• Get as much background knowledge
as you can. Visit airfields, towers
and radar centres to gain more
information about the job.
19
Take off and flying
What is it like working in an air traffic
control tower?
It is fine. I sit in the top of the control
tower surrounded by glass, watching
aircraft through the window. I sit behind
a console with the radar screen. There
are usually five air traffic controllers, one
supervisor, two air traffic control assistants
and two lighting operators in the tower
at any one time. We work together
regularly, so the atmosphere is good.
I became interested after listening to an
air traffic controller for the Royal Navy
talking about his job at a school careers
fair. The job seemed more exciting than
the other careers that were being
highlighted at the time.
What did your training involve?
I went to the air traffic control college,
where I completed four courses
(Aerodrome 1 and 2, Radar Skills and
Approach Radar). I then spent a year
training at Heathrow before sitting my
final examination.
You need patience and a calm personality,
with the ability to think quickly. You also
need to work closely with the others in
the team.
What do you enjoy about your work?
There is so much variety. We get plenty of
time off and the salary is pretty good too.
Every day presents challenges. Even
though the same flights might be
scheduled, something different will
always be happening. We could be using
a different runway configuration, the
weather might be bad, parts of the
airfield may be unavailable for use –
the list is endless.
20
What are your ambitions for the future?
Maybe in the future, I’d like to train on
radar, but I know that I always want to
be an operating air traffic controller, as
I’d miss the buzz of controlling if I was
working in an office.
Related jobs
Airline pilot
Coastguard watch assistant/officer
Helicopter pilot
Railway train driver
Royal Navy/Marines officer
Salary information
Salaries for air traffic controllers while
training are around £19,000. With
experience, it is possible to earn
around £40,000. A senior officer
earns up to £75,000.
Getting in
• To become an air traffic controller,
you need to be at least 18.
• You should have five GCSEs/S
grades (A-C/1-3) including English
and mathematics, and have
continued studying at a higher level.
Suitable qualifications include two
A levels/AVCEs/three H grades.
• Training is at the College of Air
Traffic Control in Bournemouth.
The course combines classroom
instruction and practical exercises.
If you successfully complete the
course, you will be posted to an
operational unit as a trainee air
traffic controller.
Vijay Patel is based at
Birmingham airport as a
member of the air cabin
crew for Britannia
Airways. His job is to
ensure the safety and
well-being of passengers
and includes welcoming
them, completing safety
procedures, and providing
on-board services.
What are your duties for each flight?
I arrive at the crew room and log in
to a computer that provides all the flight
paperwork, as well as rosters and email
facilities. I attend the pre-flight briefing
where the cabin manager informs the
crew of any special requests or medical
information from our passengers,
for instance.
On the aircraft, I check that all safety
equipment is on board and in working
order. I then ensure that the catering
and sales items have been loaded and
complete the security checks.
Vijay’s route
• A levels.
• Ground-handling agent at
Birmingham airport.
• Applied for air cabin crew job.
Vijay’s tips
• You must appear confident and
happy to talk to people you haven’t
met before.
• Be prepared to work unsocial hours.
Your days off may not coincide with
your friends who work in other jobs.
Working in airports
Air cabin crew
Air cabin crew
What do you like about the job?
It’s satisfying to help people and I also
enjoy travelling. When you’ve completed
the minimum amount of flying experience,
you can undertake long-haul trips and stay
in foreign countries for five or six days.
Common career information
on air cabin crew
Related jobs
Hotel receptionist
Passenger services supervisor
Training instructor
What do you do when the passengers
start to board?
I welcome them and make sure they
are sitting in the correct seats and that
their baggage is safely stowed away. I
then take part in the passenger safety
briefing. Following take off, I provide
in-flight bar, meal and sales services. At
the end of the flight I prepare the cabin
for landing. When the customers have
disembarked, I start the process again
for the return flight.
What equipment do you need to use?
There is lots of equipment on the aircraft
that I’m trained to use. This ranges from
safety equipment such as a defibrillator
and oxygen, which is used for medical
emergencies, to cabin services equipment,
such as ovens and serving carts. I also
use a personal digital assistant (PDA) to
record in-flight sales and to access rosters
and emails.
Who do you work with on the aircraft?
I work with the cabin manager, who is
responsible for the work of all crew
members. The cabin manager is assisted
by two senior cabin crew members.
Although I always work as part of a team,
the team can change with each flight.
What are your working hours?
A typical cabin crew roster usually consists
of about 45 hours a week. For example, I
may need to report for a flight at 5.00am.
A short-haul flight means I land back in
Birmingham the same day. However, a
long-haul flight means working sometimes
in excess of 14 hours. On long-haul
flights, we always stay overnight in
the country that we have flown to.
What training do you need?
The initial training course is six weeks
and is intense. It consists of learning and
being tested on safety and emergency
procedures, safety equipment, in-flight
medical care situations and customer
service. You need to pass the exams, but
it doesn’t stop there! Every year, you
complete further training and re-take
the exams to keep up to date.
What skills and qualities are useful?
Safety is the main priority, so I must be
alert and assertive at all times, and able
to stay calm under pressure. I need to be
confident to deal with team members
and passengers. I have to be adaptable,
as there are many tasks to undertake and
flight times can be early, late, and include
weekends and overnight stops.
Salary information
New recruits earn around £9,000 £12,000. With experience, crew
members can earn around £15,000.
Salaries for senior crew are around
£17,000. Salaries for cabin
managers/trainers start at around
£17,000 and rise to about £22,000.
There is also a flying allowance, which
can be worth up to £4,500 a year for
new entrants.
Getting in
• Entry requirements vary among
airlines, but all applicants should
have GCSE/S grades (A-C/1-3).
English, mathematics and foreign
language qualifications are
usually required.
• There are often other requirements.
For example, the minimum age is
usually 19 and there are usually
height and weight restrictions.
• Airlines run their own training courses
lasting for four to six weeks, prior to
training on the job with senior crew.
• After gaining cabin crew experience,
it is possible to enter cabin
crew training.
21
Take off and flying
Cabin manager
Air cabin crew
Michele Parker works as
a cabin manager for a
national airline. She is
based at Gatwick airport
and organises and
co-ordinates the tasks of
cabin crews operating on
short-haul and long-haul
routes all over the world.
What are your typical duties?
I assist and advise cabin crews where
necessary, ensure all safety and emergency
procedures are carried out, and remain in
constant touch with the flight deck. I also
assess the work of cabin crew and give
them coaching and mentoring.
What equipment do you use on the
aircraft?
I use a wireless pocket computer personal
digital assistant (PDA), which contains
all the information relating to the flight
(seating plans, passenger requests and
flight briefs). I also use it during in-flight
service to assist in calculating sales
transactions and to record onboard stock
for customs. I use safety, catering and
audio equipment that is carried
permanently on the aircraft.
I work with a whole variety of people
including fellow crew, pilots, passengers,
overseas staff, ground staff, internal
departments, the training team and
outside companies. As a member of the
frontline crew, I represent the company
to passengers.
22
What is your onboard working
environment like?
A happy one, and that’s important. You
have to be able to work in a confined
space, as the working area onboard is
small, but you soon get used to it. The
cabin is pressurised, so you have to be
healthy because a normal task is more
demanding on the body in a pressurised
cabin than on the ground.
What are your hours?
When flying, I may need to check in as
early as 2.30am or as late as 11.30pm –
it varies so much. The shift work is very
flexible and I work a number of weekends
and bank holidays. I know my schedule
up to four weeks in advance. However,
this is always subject to change. I have to
be prepared for the unexpected, as delays
can occur that may result in unscheduled
night stops, which then impact on the
rest of my week.
What training do you have?
Initially, I completed an intensive classroom
and practical course covering the aircraft,
safety, first aid and customer service. The
course includes daily exams and a lot of
study. I now take annual exams to maintain
my licence to operate as cabin crew. In
addition, I attend an annual conference
that gives details of new products and
focuses on customer service.
I need to be able to multitask, work in a
team and display a positive attitude. You
need to be smart and presentable, calm
under pressure, caring and have good
communication skills.
Why did you choose the job?
I’ve always enjoyed travel, geography and
flying in particular. I enjoy flying so much
that I’ve now learned how to fly and have
my Private Pilot’s Licence. I like the variety
in my lifestyle, the people I work with,
the rewards when assisting passengers
with problems, and the travelling.
Michele’s route
• A levels.
• Work experience at Gatwick airport.
• Worked in merchandising at
department store head office,
gaining customer service experience.
• Cabin manager job with
Britannia Airways.
Michele’s tips
• Gain as much customer service
experience as possible.
• Gain exposure to working in a team
environment.
Working in airports
Air cabin
crew trainer
Training instructor
Paul Harrison works as a
member of the air cabin
crew training team for
Britannia Airways. He carries
out most of his training
duties at a training centre
at East Midlands airport.
How would you describe your role as
a trainer?
As part of the training team, I deliver
recurrent, refresher and rejoiner training,
as well as the training of our initial crew
(new starters). Training covers safety,
customer services, sales, and the use of a
personal digital assistant (PDA). Recently,
I have spent a lot of my time writing the
safety package for the initial crew courses
that have just started.
I use a variety of equipment from
personal computers and laptops when
I’m writing a training package, to training
reference manuals and computer
projectors when I’m delivering a course.
When I’m running a course that requires
practical training, I use a variety of
equipment, like portable breathing
equipment, fire fighting equipment,
oxygen bottles, lifejackets and life rafts.
Where do you deliver training?
Most of the training that I do takes place
over the winter months from November
to April and I go back on line (flying) for
the summer months. My training roster
varies from week to week and can take
place at the training centre at East
Midlands airport or at one of the bases
we fly out of in the UK, either in the crew
room or at a hotel. At the training centre,
I work in training rooms and an office
where I write the training material.
To become a trainer, I completed an
initial trainer course run by the airline
as well as one on first aid. I have to sit
yearly safety examinations and a refresher
course on training as well.
What hours do you work when
training?
Normally, a training course will start at
8.00am and finish at around 6.00pm.
What skills and qualities does a
trainer need?
You need to have the confidence to
be able to stand up in front of a group
of people you may never have met
before. It’s important to have good
organisational skills, flexibility and the
ability to change your training plan to
work around other trainers and courses.
Paul’s route
• Joined Britannia Airways as
temporary cabin crew.
• Permanent cabin crew position
after second summer season.
• Promoted to cabin crew training
team after two years.
Paul’s tip
• Try to get some customer service
experience before applying for a
cabin crew position.
23
Take off and flying
Airline pilot
Airline pilot
Christian Causer is a pilot
with Monarch Airlines.
He is a senior first officer
based at Manchester
airport and he works
alongside his captain
and cabin crew, flying
Monarch’s fleet of aircraft
to worldwide destinations.
How do you organise your flying duties?
What’s it like to work on an aeroplane?
What is challenging in your role?
Every trip is split into two sectors –
outbound and inbound. The captain
and I share the flying. When not flying
I do all the other tasks such as radio
communications, navigation, checking
the weather and other tasks. We also
deal with matters relating to engines,
air conditioning and avionics (flight
electronics) while in the air.
It’s like any other office really (air
conditioned, with a computer, and cups
of coffee when you need them). The only
difference is that my office can be 41,000
feet in the air and travelling at 500-600
miles an hour.
Most flights are uneventful, but every
so often, the weather or the aircraft will
throw something unexpected at you.
That’s when all the training comes into
play and the adrenalin really pumps.
What checks do you need to do
before flying?
I report for duty about an hour before the
flight. I retrieve and check all the relevant
weather and other information for our
departure and destination airfields. I give
the captain the details to make decisions
like how much fuel to carry. We do a
safety check before departure, to check
the exterior of the aircraft, and we liaise
with ground staff such as baggage
loaders and refuellers.
How many hours do you work?
We’re allowed to fly up to around 100
hours a month and only work up to 14
hours at a time. In a week, I may fly on
four or five days, with others being days
off or ‘standby’, which means I have to
be available for duty very quickly.
24
How do you keep your skills up
to date?
Apart from the initial training, I have
continuous checks, examinations and
refresher training. This includes sixmonthly simulator checks, where I go
into a simulator for two days and run
through all types of flight emergencies.
This allows me to practise my skills and
others that I don’t normally use on a
routine flight. Every year, I sit exams on
safety procedures and equipment, have
a refresher course on aircraft technical
systems, and attend a course on crew
resource management. I also keep
abreast of all technical and operational
updates on aircraft and destinations.
What skills does a pilot need?
You must have an aptitude for flying and
be physically fit. Co-ordination and the
ability to process lots of information at
the same time are essential. Teamwork
skills are crucial. Even in normal flight,
the continuous flow of information
between the crew is essential.
How do you see your work future?
I am looking forward to my first
command. Being a captain is a huge
responsibility and one that I’ll be very
proud to undertake.
Christian’s route
• Air Training Corps Squadron
at school.
• Gliding Certificate aged 16, Private
Pilot’s Licence (PPL) at 17.
• Airline Transport Pilot’s Licence
(ATPL) at air training school.
• ATP Academy and accepted as
first officer at Monarch Airlines.
Christian’s tips
• Join your local Air Training Corps
Squadron. You’ll get free flying
experience and learn many of
the basics.
• Seek out airline cadetships by
looking at company websites
and trade magazines.
Working in airports
On arrival, passengers pass through control points to ensure they are
legally allowed to enter the country and are not carrying any restricted
goods. In addition, the aircraft needs to be checked and serviced.
Immigration officer
Civil Service executive officer
Related jobs
Helicopter pilot
Salary information
The basic salary for a pilot starts at
around £25,000. An experienced pilot
earns around £40,000. A captain
normally earns up to £70,000 and, in
some cases, even up to £100,000.
Getting in
• Entry requirements vary, but
airlines usually look for at least five
GCSEs/S grades (A-C/1-3), including
English, mathematics and science,
and two A levels/three H grades,
or the equivalent, preferably in
mathematics and physics. A degree
is also preferable.
• Details of sponsorships, bursaries
and scholarships can be found on
the British Airline Pilot’s Association
(BALPA) website.
• Pilots have to be at least 18 to
begin training and must pass a
medical examination.
• Pilots begin training at a pilot
training school, flying simulators
and real aircraft.
• Promotion to line training captain
can take up to around ten years
to achieve.
• Flight instructors at flying schools
generally need to have had 200
flying hours before beginning a
career in flight instruction.
Saddaff Quraishi is an
intelligence officer at the
Heathrow intelligence unit,
where she works as part
of a team dedicated to
stopping people entering
the UK illegally.
My role is split into intelligence and
surveillance. As an intelligence officer, I
spend time researching the ways in which
people try and gain illegal entry into the
UK, and use this intelligence to help
strengthen our border controls. On the
surveillance side, I monitor flights arriving
at Heathrow. Our aim is to stop
passengers who don’t have permission
from entering the UK. I also work with
the Heathrow prosecution unit targeting
the activities of organised criminals and
people traffickers.
I check passengers’ passports as they
disembark to make sure they are valid,
and also look out for immigration
offenders, or people who have already
been identified by intelligence as arriving
on that flight. Once we know who these
people are, we interview them and search
their baggage to gather further evidence
for prosecution.
Saddaff’s route
• Studied immigration policy as part
of degree.
• Placement at an immigration unit
during her course.
• Worked in IT support.
• Worked for two years on passport
border control, before joining the
intelligence unit.
Saddaff’s tips
• An interest in current affairs
is important.
• Because you are dealing with the
public, you must be able to speak
clearly and explain what you are
doing, and why you are doing it.
What other tasks do you do?
I also spend time in the office, following
up intelligence gathered and preparing
for any flights our intelligence says may
be carrying illegal immigrants. This
intelligence comes from a variety of
sources such as other passengers,
immigration staff from other airports,
and the police.
I work shifts for five days a week,
including weekends. The hours vary and
I could start at night, or when the first
flights come in at around 5.00am.
I spend time with my team. I liaise
with people from various organisations
including the police, Customs and Excise,
airlines, security staff, immigration officers
from around the world, and government
agencies both in the UK and abroad.
25
Landing
need for your job?
Because you are dealing with time
sensitive intelligence, you are always
working to tight deadlines, so the ability
to prioritise is important. You also need to
be adaptable and able to learn new laws
as they are implemented. Excellent
observational skills and an interest in
investigative work are essential, as is
good judgment and being able to deal
diplomatically with people.
I’ve always been interested in
immigration law and studying it at
undergraduate level encouraged me to
join. It’s a fascinating area of government
policy. The immigration service also
provides a clear career structure.
My induction training gave me a thorough
grounding in UK and European immigration
law, as well as covering practical things
such as how to spot forged documents
and how to interview people.
Criminal intelligence analyst
Police officer
Salary information
The Immigration Service is part of the
Home Office and pay is governed by
Civil Service scales. Immigration
officers earn from £18,380 to £23,930.
There may also be an additional costof-living allowance for working in and
around London, plus extra payments
for overtime and public holidays.
Getting in
• Applicants may not need formal
qualifications, but must sit a written
exercise designed to test analytical,
written and decision-making skills.
• All applicants must be UK nationals
and security clearance is required for
all posts.
your work?
IT plays an integral part of the work, and
we use equipment such as closed-circuit
television (CCTV), video and digital
cameras and communications systems.
Organised crime is becoming more
complex and sophisticated, which
makes it harder to combat.
your job?
I love intelligence work and the policy
side of things, so perhaps I’ll aim at a
more senior role working with technology,
or a job in policy at the Home Office. If
you have an ambition to work abroad
then there are lots of opportunities to
do so in the Immigration Service.
Every day is different and I meet people
from all corners of the world. I also enjoy
being part of a team, sharing ideas and
knowledge, and being at the heart of
real-life issues. There is also a good
balance between working unsupervised
and receiving support if you need it. The
flexibility of the shift pattern suits me, but
working weekends and the unsociable
hours isn’t for everyone. The day can be
very busy and extremely demanding, both
physically and mentally.
26
Related jobs
Martin Hayes is an airport
maintenance engineer
and it is his job to keep
everything running
smoothly, from escalators
to conveyor belts and
heating systems to
ventilation units.
It’s a mixture of reactive and scheduled
electrical work across the whole airport.
It can range from mending a baggage
handling system, to minor faults at a
check in, or problems out on the apron
(area around the runway) with the
floodlights.
The reactive work is about responding to
operational problems and helping to keep
everything up and running. The scheduled
work is the planned maintenance we
carry out on a regular basis, and involves
fault finding and carrying out safety
checks. I get allocated jobs daily. Some
I can repair there and then, but with
others I need to fill in a report, pass that
back to the management and then repair
it at a later date, often at night, because
it involves shutting the equipment down.
The installation work can involve
anything from a light fitting in the toilets,
to airfield ground lighting systems. So as
you can see, no two days are the same.
We work shifts, so there’s always
someone on hand if anything goes
wrong. I work four days on, and four
days off, either from 7.00am to 7.00pm,
or 7.00pm to 7.00am. There is optional
overtime too.
Working in airports
Airport maintenance
engineer
Electrical engineer
There are certain things you use for most
tasks, such as hand and power tools, and
low voltage safety tools. I use hydraulic
platforms, winches, ladders, scaffolding,
and all kinds of other access equipment.
We are also using more and more electrical
testing equipment and computers. I also
carry a walkie-talkie radio.
It can vary as I work indoors as well
as outdoors. I could be outside on the
runway one minute, inside a hangar
the next. There’s also maintenance to be
carried out on the control towers, the fire
station and other outside buildings, as
well as the terminal itself.
As well as other engineers, I work closely
with air traffic control, security and safety
officers, airline staff and airline handling
companies. We also control outside
contractors working at the airport.
The work can be dangerous, which is why
we go on health and safety courses to
learn how to avoid accidents. Aircrafts
generate a lot of noise, so you have
to be alert all the time when you are
working outside.
Martin’s route
• GCSEs.
• Began work as a labourer, installing
cabling on airfields.
• Electrical Apprenticeship.
• Achieved NVQ Levels 2 and 3 in
Electrical Installation.
• Current job as an airport
maintenance engineer.
Martin’s tips
• Talk to training organisations as
they will be able to point you in the
right direction.
• Apply for apprenticeships at as
many companies as possible, even
if they are not advertising.
need for your job?
It’s a very demanding job and on some
shifts I’m constantly on the go, so you
need plenty of stamina. You need to be
practical and good with your hands, and
basic DIY skills are vital, such as how to
use an electric drill properly and how
to climb a ladder. Other skills, such as
running cabling, you learn on courses.
You need to be safety conscious too, and
a driving licence is a bonus for travelling
around the airport.
I like most things, especially the
responsibility and the fact that you get
to use your own initiative. There’s also a
good sense of job satisfaction, and I like
the fact I am always being tested by new
faults that I’ve never come across before.
Working outside in the winter when it’s
wet and cold isn’t a lot of fun.
Related jobs
Aerospace engineering technician
Electrical engineer
Mechanical engineer
Railway fitter/electrician
Salary information
Pay for an apprentice starts at around
£9,500, rising to nearer £22,000 with
qualifications and experience.
Supervisors can earn £26,000 plus.
I have always been interested in electrical
work. At school I worked with electrical
contractors for my work experience. The
work is also well paid.
I’ve got a licence to work on airfield
ground lighting (AGL 1). Other on-the-job
courses I’ve completed include airport
operations, first aid, and how to use
abrasive wheels.
Getting in
• It is possible to gain employment
as a trainee airport maintenance
engineer straight from school and
train on the job.
• Employers usually expect applicants
to have three to five GCSE/S grades
(A-E/1-5) preferably but not
necessarily, in English, mathematics,
science and technology or
equivalent qualifications.
• Apprenticeships (Skillseekers in
Scotland) may be available.
27
Landing
Customs and
Excise officer
Civil Service executive officer
Ashley Wharf works as a
observing passengers as
they go through the green
(nothing to declare)
channel at a regional
airport. He also operates
at the red point, collecting
duty on declared items.
What are your main duties?
My job is to stop the illegal import or
export of controlled drugs, drug money,
firearms, indecent and obscene materials,
and endangered species.
What do you look for when watching
passengers?
We are trained in what to look out for –
things like people travelling on their own
on family holiday flights, unusual
behaviour, or too many – or too few –
bags. None of these things mean that
someone is definitely smuggling, but you
tend to develop a sixth sense! Our
suspicions are raised if the passenger is
evasive in answering our questions, or a
baggage search reveals that the
passenger is a drug user.
How is your work organised?
28
Related jobs
Army soldier
Crime scene investigator/Scenes of
crime officer (SOCO)
Police officer
Salary information
HM Customs and Excise pay is
governed by Civil Service scales.
Officers earn from £18,380 to
£23,930. There may also be an
additional cost-of-living allowance for
working in and around London, plus
extra payments for overtime and
public holidays.
Getting in
What do you do when you find
illegal goods?
It depends on what we find. If we find
drugs, we arrest the carrier and take
them to the cells for interviewing. Just
like the police, we read a caution, use
handcuffs if necessary and record
interviews. We also keep a notebook and
record everything that happens. If a case
goes to court we need to be able to recall
our questions, the responses, dates, times,
witnesses, and so on.
How do people react to your questions?
Mostly they are okay, but we do have
to deal with angry or abusive people
sometimes. We are trained to deal with
all eventualities.
Ashley’s route
We work in teams and whilst we try
to cover all flights, and pay particular
attention to those which pose the
greatest risk. Sometimes, we highlight
certain flights on the basis of information
received and indications from drug
detector dogs.
• GCSEs and A levels.
• Two years as a police officer.
• Transferred to HM Customs
and Excise.
Between flights, I spend time catching up
on paperwork and patrolling the airport.
We carry radios and may be called to
assist security, baggage handling or
immigration staff.
• You must be able to talk easily
and build a rapport with people.
• Working on shifts at unsociable
times such as weekends is one of
the conditions of the job.
Ashley’s tips
• Frontline anti-smuggling work
usually requires previous experience
of work in Customs and Excise.
• There are several entry levels to
Customs and Excise (the Civil
Service), including basic clerical
posts which require at least two
GCSE/S grades, and management
posts which require two A levels/H
grades and three GCSEs/S grades,
including English.
• There are good opportunities to
gain experience and move into
specialist areas like passenger
control, operations intelligence
and related units, such as freight
control and the dog unit.
We work a shift system as there always
needs to be a team of customs officials
available when passengers arrive. I work
a normal 36-hour week but I may have
to work overtime to finish questioning
a suspect, for instance, at the end of
my shift.
Initial training is over a nine-week period.
I then undertook on-the-job training
at the airport. I am going on courses
continually on various topics that range
from learning how to protect myself from
angry/abusive people to updating my
knowledge on new detection methods
and equipment.
Working in airports
Further reading
(Some may be priced)
You can find more examples of jobs
working at airports in the following books.
Working in transport and logistics –
Connexions
Transport Sector Briefing – Association
of Graduate Careers Advisory
Services (AGCAS)
Careers in Airlines and Airports –
Kogan Page
Working in Aviation – Vacation Work
Publications
Careers in Travel and Tourism – Institute
of Travel and Tourism
TARGET Hospitality 2005 – GTI Specialist
Publishers
Written information is available from
some of the contacts listed below.
Further information on some of these
jobs can be found on the jobs4u website.
i www.connexions-direct.com/jobs4u
Useful addresses
Airports
London Gatwick Airport
Employers
Gatwick
West Sussex RH6 0NP
Air BP
i www.bp.com
i www.airbp.com
London Heathrow Airport
HR Department
3rd Floor
First Point
Buckingham Gate
Gatwick Airport
RH6 0NT
p 0870 000 2468
i www.baa.com
Aviance UK
234 Bath Road
Hayes
Middlesex UB3 5AP
p 0870 000 0123
i www.baa.com
Manchester Airport
Manchester M90 1QX
p 0161 489 3000
i www.manchesterairport.co.uk
General
The Air League
Broadway House
Tothill Street
London SW1H 9NS
p 020 7222 8463
i [email protected]
i www.airleague.co.uk
Airport Operators Association (AOA)
3 Birdcage Walk
London SW1H 9JJ
p 020 7222 2249
i www.aoa.org.uk
British Airline Pilot’s Association (BALPA)
81 New Road
Harlington UB3 5BG
p 020 7379 7311
i [email protected]
i www.caa.co.uk
p 020 8476 4000
i www.balpa.org
Cardiff International Airport
4 Hamilton Place
London W1J 7BQ
Vale of Glamorgan CF62 3BD
p 01446 711111
i www.cial.co.uk
British Airports Authority
(Contains details of main UK airports)
130 Wilton Road
London SW1V 1LQ
p 020 7834 9449
i [email protected]
i www.baa.com
HM Customs and Excise
Recruitment Team
3rd Floor
Thomas Paine House
2 Angel Square
Torrens Street
London EC1V 1TA
i www.hmce.gov.uk
Immigration and Nationality Directorate
Civil Aviation Authority (CAA)
CAA House
45-59 Kingsway
London WC2B 6TE
p 01293 502581
i www.aviance.com
Lunar House
40 Wellesley Road
Croydon CR9 2BY
p 0870 606 7766
i www.homeoffice.gov.uk
Royal Aeronautical Society
p 020 7670 4300
i [email protected]
i www.raes.org.uk
Working in airports was researched and
written by Eve Piggott and Mark Hillsdon.
Apprenticeships
Apprentices learn on the job,
building up knowledge and skills,
gaining qualifications and earning
money all at the same time.
There are different levels of
Apprenticeship (Skillseekers in
Scotland) available, but they all lead
to National Vocational Qualifications
(NVQs), Key Skills qualifications and,
in most cases, a technical certificate
such as a BTEC or City & Guilds, in
subjects such as Business, Design, IT,
Media & Printing, Public Services,
Sport, Sport & Exercise Science and
Travel & Tourism.
Check out more details at
i www.apprenticeships.org.uk
29
Jobs which might interest you in the
airports sector include:
Administrative assistant
Aircraft cleaner
Air cabin crew
Air cabin crew trainer
Airline pilot
Airport maintenance engineer
Baggage handler
Cabin manager
Flight dispatcher
Fuel operations assistant
Immigration officer
Load planning officer
Passenger services agent
Passenger services co-ordinator
Sales consultant (duty-free)
Security agent
Check out further details about some of these jobs at
www.connexions-direct.com/jobs4u
Other formats
This publication is available in Braille and on
audio cassette.
Please telephone DfES publications on:
0845 602 2260 (select option 2), or email:
[email protected] to order copies.
A pdf and text only version is available online at
www.connexions-direct.com/wiairports
You will be able to use your PC to enlarge the text.
Extracts from this document may be reproduced for
non-commercial education or training purposes, on
condition that the source is acknowledged.
Feedback
We welcome feedback on Working in airports. If you have
any thoughts on the information in this booklet, or how it is
presented, please contact
VT Careers Management at [email protected].
ISBN: 0-86110-898-1
©Crown copyright 2005
Produced by VT Careers Management for Connexions.

Working In airports - Department for Education

Transcription

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