This document discusses several roles in the aviation industry at London City Airport. It describes the responsibilities and requirements for jobs such as air traffic controllers, ramp service agents, customer service agents, cleaning assistants, car park coordinators, car hire agents, cabin crew, aviation firefighters, aviation security officers, airfield operations assistants, catering assistants, and air cabin crew. The roles require skills such as communication, customer service, teamwork, and the ability to work shifts. Educational requirements range from GCSEs to degrees, and experience in areas like security or customer service can be beneficial for some positions.

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JOBS Roles in Aviation Industry
By
Itam, Margaret Okoi
Institute Of Technology and
Management
Leisure and Tourism Department

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Air Traffic Controllers are responsible for maintaining the safe and orderly
movement of aircraft along major air routes and around airports. They give pilots
instructions and advice as to height, speed and course. Controllers have a number
of aircraft under their control at any one time. With more than 6,000 aircraft in
UK airspace every day. Ensuring that aircraft take-off and land safely is the key
responsibility of Air Traffic Controllers. The majority of controllers work at
control centres as Area Controllers with a relatively small percentage working at
airports. At large airports, controllers may have a number of different roles. They
may be responsible for approach work or aerodrome control duties. At London
City Airport, controllers are employed by NATS.
Responsibilities
• Keep radio and/or radar contact with aircraft
• Direct the movement of aircraft at an airport or en-route
• Instruct aircraft to climb or descend and allocate final cruising level.
Provide information to aircraft about weather conditions
• Ensure minimum distances are maintained between planes
• Handle unexpected events, emergencies and unscheduled traffic
• Deal with instrument landing systems that allow some planes to make
automatic landings
• Ensure planes are placed in holding patterns when airports are busy
Personal Qualities
• Ability to work unsocial hours
• Able to work sitting in a fixed position all the time.
• Flexibility to work where needed in the UK
• Able to deal with an extremely pressured environment and a highly
responsible job
• A high level of concentration and the ability to concentrate and think
logically over long periods of time
• Confidence using technology
• Good spatial awareness Education & Experience
• Minimum requirement is 5 GCSEs (A-C) including English and
Mathematics
• A degree in the area of physical, mathematical, applied science or
engineering is an advantage
SKILLS
The majority of candidates train through the NATS, which has its own setof entry
requirements. According to NATS, you will need to show:

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 motivation;
 conscientiousness and rule adherence;
 decisiveness and confidence;
 emotional stability;
 error awareness;
 information processing capability;
 numerical awareness;
 open to learning and development;
 planning, decision making and problem solving;
 spatial awareness;
 Team working.
Other Requirements
• The minimum age for applicants is 18 years and eight months
• The maximum age for the NATS scheme is 30 years, unless you have
recent aviation experience
• Ability to complete psychometric tests to a certain level
• A good standard of fitness, eyesight, colour vision, hearing and clear
diction
RAMPSERVICES AGENTS have the mostphysically demanding job at the airport.
Their main responsibilities are aircraft marshalling, the co-ordination of aircraft
loading and baggage handling, application ofground powerand aircraft start-ups.
Agents must be in good health with normal colour vision. They are outside in all
weathers and this role requires great attention to health and safety.
Responsibilities
• Maintain highest levels ofhealth and safety standards and customerservice
standards in the workplace.
• Aircraft marshalling.
• Placement of aircraft chocks in front of and behind nose wheel.
• Aircraft ground power ensure the correct voltage power supply to the
aircraft from both fixed and mobile ground power units.
• Baggage handling and sorting.
• Aircraft start-up.
• Snow clearance and de-icing of aircraft when required.
THE CUSTOMER SERVICES CENTRE AGENT is the focal point in any
airport terminal. The key function of the Customer Services Agent (employed by

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London City Airport Limited, the airport operator), is to respond to a vast range
of enquiries for information from both internal and external customers of the
airport. Agents must be well presented and prepared to answer questions in a
professional manner. They must have a passion for working with people and
delivering a high standard of service. Customer Services Agents report to the
Terminal Team Leader.
Responsibilities
• Provide flight, ground transportation and tourist information to passengers.
• Making public address announcements
• Dealing with lost and found property
• Co-ordination of ground transport
• Emergency training
• Assistance for passengers with reduced mobility
• Patrols of the site to monitor service standards, including reporting of any
defects.
• Undertaking cash, cheque and credit card transactions
• Operating the main Airport switchboard
SKILLS You will need to show:
 communication skills that allow you to inform, help and advice customers
clearly and to liaise effectively with other professionals;
 listening skills, to understand exactly what customers require;
 problem-solving skills;
 confidence, patience, politeness, tact and diplomacy, when dealing with
difficult situations;
 motivational skills and an ability to supervise and lead a team of customer
service assistants;
 creative thinking, to be able to come up with new ideas to improve
customer service standards;
 an ability to work well under pressure;
 organisational and planning skills to develop customer services policies;
 good personal presentation, especially when working with customers face
to face;
 A commitment to improve your own customer service skills on an
ongoing basis.
Work experience

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Competition amongst graduates is quite high and so previous experience of
working with customers, such as in a shop, call centre, office or bar, may give
you an advantage when applying for work or training schemes.
Any other relevant experience of working with people, perhaps through
membership of student clubs and societies, is also useful.
Try to arrange a period of work shadowing with customer service managers in
different settings to find out which type of organisation might suit you best.
Qualifications
Although this area of work is open to all graduates, the following degree or
HND subjects may improve your chances:
 business studies;
 consumer studies;
 management studies;
 Marketing.
CLEANING ASSISTANT
Keeping an airport spic and span is a very important task. There are two contract
cleaning companies who carry out different cleaning roles at London City
Airport. Internal facilities employ staff to keep the airport terminal and offices
clean and tidy and they currently employ 38 cleaners. Responsible for cleaning
the inside of the aircraft in the time between a flight landing at the airport and it
taking off again.
Responsibilities
• To keep the airport terminal or the
• planes clean to a high standard
• To use a two-way radio to respond to
• cleaning tasks
• To report any broken/unserviceable
• Facilities
Education & Experiences
• No specific qualifications are required

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• Experience is not necessary as in house training is provided
Personal Qualities
• Keen and willing to work
• Punctual and reliable
• Trustworthy
Car Park Co-ordinator
A car park co-ordinator deals with all aspects of the airports car parks including
the short-stay car park, long stay car park and staff parking. They ensure the car
parks are kept running smoothly and efficiently for passengers to use and have
exceptional customer service and problem solving skills.
Responsibilities
• Servicing of payment stations and car
• park equipment
• Car park patrols to check for
• maintenance issues and report misuse
• Ensure health and safety procedures
• are carried out
• Provide good records of all car park
• Operations
Education & Experience
• Educated to GCSE level of equivalent in English and Mathematics
• IT literate
• Customer service experience would be beneficial
Personal Qualities
• Good problem solver
• Use of initiative
• Practical
• The ability to work unsupervised
Car Hire Agent
All airports will have car hire companies on-site, London City Airport has
several; Avis, Europ car and Hertz, for use by passengers and the local
community alike. These companies employ Customer Service Agents to serve
passengers who wish to hire a car.

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Responsibilities
• Provide the highest level of customer service
• Complete all rentals using the internal computer system
• Handle telephone enquiries
• Complete all rentals, re-rents, reservations and quotations in accordance
with procedures and policies
• Undertake daily administrative tasks
Education & Experience
• Some (but not all) companies may require a minimum number of GCSEs.
• Work experience in a customer facing environment is beneficial
Personal Qualities
• Excellent organisational and time management skills.
• Good communication skills, both written and oral
• Ability to work well as a team.
• An enthusiastic, flexible and positive attitude towards selling.
• Minimum age requirement is 23 for insurance purposes
CABIN CREW based at London City Airport are employed by an airline and
mainly work on short haul flights. The only exception is the British Airways
service to New York. Whichever aircraft or service you are working on,
passenger safety always comes first; your job is performed while thousands of
feet in the sky and customers are your main priority – with no day ever being the
same. Airlines you could work with at London City Airport include British
Airways City Flyer, City Jet, Lufthansa and Swiss.
Responsibilities
• To ensure the comfort and safety of passengers
• Pre-flight briefings
• Security/equipment checks on aircraft
• Check the aircraft is cleaned to high standard
• Welcoming passengers on board
• Emergency demonstrations
• Provision of in-flight bar and meal service
• Respond to incidents that may occur on board
• Attend regular training programmes and pass
Personal Specification
• Usually, aged 19 years or above

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• Usually height and weight restrictions, minimum of 5ft 2in (1.58m) in
height with weight in proportion to height
• Required to pass a medical examination and be physically fit
• Well presented, no visible tattoos or piercings and willing to conform to
strict uniform standards
Personal Qualities
• Friendly and caring personality
• Confident in responding to pressured situations
• Prepared to work unsociable hours
Education & Experience
• Entry requirements vary among airlines, but the majority seek the
following:
• Minimum of between 3 and 5 A-C GCSE’s including English
• A foreign language is an advantage
• Valid First Aid Certificate is desirable
• Must have a valid passport
AVIATION FIRE FIGHTERS: The Fire Fighting Service provided at an
airport is a statutory requirement, which operates within Civil Aviation Authority
legislation. Fire Fighters employed by London City Airport Limited, the airport
operator, are specifically trained to deal with potential aircraft emergencies. After
completing a number of courses as a trainee Fire Fighter, individuals move on to
be a qualified Fire Fighter.
Responsibilities
• To respond to any emergency involving aircraft or property
• To assist in fire prevention duties within airport premises including -
testing of fire alarm systems, sprinkler systems, hand fire appliances and
hose reels
• Inspection, testing and maintenance of rescue and fire fighting equipment
• To attend training courses as required to obtain the necessaryqualifications
and proficiency as an Airport Fire Fighter
• Deliver airport staff fire training.
• To provide assistance to disabled passengers getting on or off aircraft
• To assist in the clearing of runway, taxiways and apron
• Disposal of material confiscated by UK Border Agency
Education & Experience

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• Good general education, including GCSE (or equivalent) in English and
Mathematics
• Full, clean driving licence, held for minimum of six months
• Experience of working in a team environment Personal Qualities
• Able to think and assess situations quickly and act on own initiative
• Able to accept reasonable command without question
• Can be relied upon to complete tasks to a high standard and on time
• Good communication and social skills
Medical, Age and Height Requirements
• Aged 21 – 54 years
• Minimum height 5’6” (1.67 m)
• Good all round health and mobility
• Good unaided vision
• Normal colour vision
• Normal hearing
• Not subject to vertigo/ claustrophobia
• No history of epilepsy
Training When starting at London City Airport, a Trainee Fire Fighter will be
seconded to one of the three watches. Individuals must have/ pass a heavy goods
vehicle licence as he/she may be expected to drive fire appliances. Individuals
must have/pass as a coxswain in order to take charge of the rescue boat.
Individuals must also pass an LGV class 2 driving test within nine months of
starting date.
AVIATION SECURITY OFFICER are responsible for ensuring passengers
and staff are safe when at the Airport. Officers are employed by London City
Airport Limited, the airport operator, and carry out a variety of tasks, including
checking passenger boarding passes, baggage screening and body searching,
airport patrols, control of airport access points and vehicle and aircraft searching
Responsibilities
• Provide excellent customer service
• Passenger screening - search departing passengers and their hand luggage
• Controlling airport access points
• Monitoring of Closed Circuit Television (CCTV)
• Issue security passes
• Patrolling restricted and public areas
• Screening unattended or suspicious items

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• Assisting with terminal evacuations
Personal Qualities
• Able to work shifts including weekends and public holidays
• Smart appearance, no visible tattoos
• Team player
• Strong interpersonal skills
• Able to work under pressure and unsupervised
• Confident in dealing with difficult customers
• Tactful
• Able to act on own initiative
• Enthusiastic and friendly manner
• Exhibit a professional approach
• Reliable and punctual
Education & Experience
• Good general education, GCSE(orequivalent) in English and Mathematics
is desirable
• Full, clean driving licence, held for minimum of six months
• Previous security experience is not necessary as training is provided
• Customer service experience is desirable
Medical Requirements
• Physically fit with good sight (normal colour vision) and hearing
AIRFIELD OPERATIONS AND SAFETY ASSISTANT: The Airfield
Operations and Safety Department manages and regulates the airfield, ensuring
that it is safe. An Airfield Operations and Safety Assistant is employed byLondon
City Airport Limited, the airport operator, and works both indoors and out. The
role is demanding, and requires individuals to think quickly and make decisions.
Responsibilities
• Collect and interpret information from Air Traffic Control, Handling
Agents and Airlines
• Control of bird and wildlife habitat on the airfield
• Maintenance and updating of the Flight Briefing Unit (FBU) with weather
charts, warnings, and other information required by air crews
• Maintaining a statistical database for recording activity and identifying
trends

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• Recording information relating to defective equipment or problems on the
airfield
• Ensuring that a safe and efficient operation is maintained on the aircraft
manoeuvring area
• Snow clearance – ensuring all requests for the removal of snow/ice within
the airport grounds are carried out
Personal Qualities
• Reliable and punctual
• Excellent communication skills
• Able to think and assess situations quickly and act on own initiative
• Attention to detail
• Able to work under pressure in a noisy and potentially stressful
environment
• Exhibit a common sense approach to work
• Able to work shift including weekends and public holidays
Education & Experience
• 5 GCSE passes including English and Mathematics at grade C or above
• Experience of dealing with people over the phone
• Experience of working in a high pressure environment
• Experience of working in an operational environment and working shifts
is an advantage
Catering Assistant There are many catering jobs to be found at airports.
Passengers and staff all need to eat! At London City Airport, SSP UK manages
the restaurants and bars along with all catering requests within the Business
Centre. City Net Catering supplies the airlines with in-flight catering for their
passengers. They employ people in production (preparing the food and working
in the kitchen) and loading (delivering the food to the aircraft). There are also
opportunities with other catering companies’ onsite such as Pret-a-Manger and
Caffé Nero.
Responsibilities
• Preparing and/or serving food and drinks
• Providing customer service in most job roles
• Using the cash register to serve customers in some job roles
• Cleaning tables and setting them up for the next customer
Education & Experience

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• A good standard of English is needed for jobs serving customers
• A good standard of both English and Mathematics is needed for loading
jobs with City Net Catering in order to complete the required paperwork
• A Basic Food Hygiene Certificate is needed for all jobs that involve
working with food. If you have this already it is a big advantage Personal
Qualities
• Punctuality and reliability
• Ability to communicate with customers if serving food
• Able to work shifts
• Ability to get on with the rest of your team
AIR CABIN CREW
The role of an air cabin crew member is to provide excellent customer service to
passengers while ensuring their comfortand safety throughout the flight.
They're trained to deal with security and emergency situations which may arise
and can administer first aid to passengers.
As a cabin crew member you will ensure that all emergency equipment is in
working order prior to take off and that there are enough supplies. You will also
help passengers to board the plane and give a demonstration of safety
procedures and equipment.
Air cabin crew strive to make the flying experience a pleasant one for the
passengers and will serve refreshments and meals and sell gifts and duty-free
items. You may work on short or long-haul flights.
SKILLS
 communication skills;
 exceptional customer service;
 confidence in dealing with a range of people;
 team working skills (different teams may be worked with every day) and
be able to be supportive of colleagues;
 discretion when dealing with VIPs/royalty;
 competence in handling difficult situations and the ability to remain calm
under pressure and in emergency situations;
 the gift of being tactful and diplomatic but also assertive when necessary;
 commercial awareness and sales skills;

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 flexibility in working unsocial hours on any day of the year;
 the capability to work quickly and efficiently, often to tight time
constraints;
 numeracy skills for handling cash, including foreign currency;
 the capacity to work in a confined space;
 the ability to diffuse situations calmly and quickly
QUALIFICATIONS
A degree or HND/foundation degree orpostgraduate qualification is not required
for entry into work as a cabin crew member. Instead, most airlines require a good
secondaryeducation, with somerequiring grade C orabove in English and maths.
Studying a degree, HND or foundation degree in one of the following subjects
may be useful in showing the airline that you have an interest in this area:
 hospitality management
 languages;
 leisure and tourism management;
 Travel.
Being able to speak other languages may be particularly useful and this could put
you at an advantage against other candidates.
Vocational qualifications (NVQs and BTECs) are available at different levels in
various cabin crew topics. They are awarded by bodies such as:
City & Guilds
Edexcel
Northern Council for Further Education (NCFE)
The majority of airlines do have a list ofrequirements, however, which candidates
must meet. This includes some or all of the following:
 minimum age of 18, in some cases 21;
 good standard of health and fitness with the ability to swim 25 metres
unaided;

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 minimum height requirement (this may differ depending on airlines) and
usually that height be in proportion to weight - in the UK it is often
measured as reach rather than height;
 good hearing and eyesight, although glasses and contact lenses are
allowed;
 valid passport permitting unrestricted travel worldwide;
 Disclosure and Barring Service check;
 Medical examination (some airlines may not require this).
WORK EXPERIENCE
Airlines may wish to see evidence of relevant work experience rather than
qualifications, as they're keen to see that candidates have the required skills.
Part-time or temporary work in customer service roles will beparticularly useful,
as will any work that demonstrates teamwork and communication.
RESPONSIBILITIES
Tasks may vary depending on whether it is a shortor long-haul flight and the size
of the team you're working in. However, your duties will include:
 Attending a pre-flight briefing, during which air cabin crew are assigned
their working positions for the upcoming flight. Crew are also informed of
flight details, the schedule, the number of infants on board and if there are
passengers with any special requirements, such as diabetic passengers or
passengers in wheelchairs;
 carrying out pre-flight duties, including checking the safety equipment and
security checks, ensuring the aircraft is clean and tidy and that the
information in the seat pockets is up to date and that all meals, drinks and
stock are on board;
 welcoming passengers on board and directing them to their seats;
 informing passengers of the aircraft safety procedures and ensuring that all
hand luggage is securely stored away;
 checking all seat belts and galleys are secure prior to take-off;
 making announcements on behalf of the pilot and answering questions
during the flight;

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 serving meals and refreshments;
 selling duty-free goods and advising passengers of any allowance
restrictions in force at their destination;
 reassuring passengers and ensuring that they follow safety procedures
correctly in emergency situations;
 giving first aid where necessary;
 ensuring passengers disembark safely at the end of a flight and checking
that there is no luggage left in the overhead lockers and no stowaways or
suspicious items on board;
 Completing paperwork, including writing a flight report.
Note
The aviation industry requires people with good generic skills. Suchskills include
problem solving, team working, communication, people management,
information technology and organisational skills. Other useful skills include
health and safety, languages and first aid. Qualifications or experience in travel
and tourism related areas are also valuable. For customer-facing roles, any
previous customer service work is also a useful asset. For any roles, the ability to
follow instructions, keep to schedules and adhere to regulations is also important.