Baggage Facilities Agent

Dnata Ltd; Greater London; On-site; GBP 21,000 - 27,000; Full time

Job summary

dnata at Heathrow is seeking a proactive Baggage Facilities Agent to deliver exceptional baggage operations and customer care in a busy airport environment.

You will handle baggage processing, assist passengers, and liaise with airlines and operations, using WorldTracer and BRS to track movements.

The role requires strong communication, attention to detail, and flexibility to work shifts; safety and teamwork are essential.

Qualifications

• Excellent communication skills and attention to detail.
• Ability to work under pressure in a fast-paced environment.
• Willingness to learn and use airline systems.

Responsibilities

• Manage baggage processing including re-routing, re-flighting and tracing delays.
• Assist passengers with baggage enquiries, claims and complaints in person or by phone.
• Liaise with airline reps and operations to ensure efficient baggage handling.
• Track baggage movements using WorldTracer and BRS.
• Coordinate baggage deliveries and support search activities.
• Ensure Health & Safety compliance and airport regulations.
• Maintain reclaim areas and assist with manual handling when needed.

Skills

Excellent communication

Organisational skills

Work under pressure

Customer focus

Team player

Flexible shifts

Health & Safety awareness

Full UK licence

Tools

WorldTracer

BRS

Job description

Are you passionate about delivering excellent customer service in a fast-paced airport environment? We are looking for a proactive and detail-oriented Baggage Facilities Agent to join our team at Heathrow Airport. This is an exciting opportunity for someone who thrives under pressure, enjoys solving problems, and takes pride in ensuring passengers' baggage reaches its destination safely and efficiently. Working closely with airlines, passengers, and airport colleagues, you will play a vital role in maintaining smooth baggage operations while delivering exceptional customer care.

Key Responsibilities

• Manage baggage processing, including re-routing, re-flighting and tracing delayed or missed bags.
• Assist passengers with baggage enquiries, claims and complaints, both face-to-face and over the telephone.
• Liaise with airline representatives and operational teams to ensure efficient baggage handling.
• Use airline systems, WorldTracer and Baggage Reconciliation Systems (BRS) to track and manage baggage movements.
• Coordinate baggage deliveries and support baggage search activities.
• Ensure compliance with all Health & Safety requirements, airport regulations and industry standards.
• Support operational efficiency by maintaining reclaim areas and undertaking manual handling duties when required.

What We're Looking For

• Excellent communication skills, both written and verbal.
• Strong organisational and administrative abilities with high attention to detail.
• Ability to work effectively under pressure and meet tight deadlines.
• A customer-focused approach with strong problem-solving skills.
• A team player who can also work independently when needed.
• Flexible approach to shift patterns and operational requirements.
• Awareness of Health & Safety practices in a busy operational environment.
• Full, clean UK driving licence.
• Experience with WorldTracer, BRS or airline systems is advantageous but not essential, as training can be provided.

Why Join Us?

This role offers the opportunity to be part of a dynamic airport operation where no two days are the same. You'll work alongside dedicated aviation professionals, helping passengers when they need assistance most while contributing to the safe and efficient movement of baggage across the network. If you're motivated, adaptable and eager to build a rewarding career in aviation, we'd love to hear from you

At dnata, our values define who we are and how we work together. We are safe – making safety and security a mindset in everything we do, where every team member is empowered to speak up and prioritise wellbeing. We play to win – going above and beyond for our customers, setting ambitious goals, taking ownership, and empowering bold decision-making. We respect everyone and work as a team – building trusted relationships, embracing diversity, and creating a culture of belonging where respect and results go hand in hand. We are future-thinking – welcoming innovative ideas, taking responsibility for our impact, learning from challenges, and investing in our people's potential. If these values resonate with you and you're ready to be part of a team shaping the future of ground handling and cargo services, we'd love to hear from you