Baggage Operations Specialist — Customer Care

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

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.