Baggage Service Agent

Menzies Aviation; City of Edinburgh; On-site; GBP 15,000 - 22,000; Full time

Job summary

Menzies Aviation in the United Kingdom is seeking a Baggage Service Agent to assist passengers with baggage-related needs, including delayed, damaged or lost luggage. You will coordinate baggage tracking, documentation, and resolution in line with airline and airport procedures.

Role requires strong communication, reliability and ability to work in a fast-paced, customer-focused environment. Prior airline or baggage handling experience is a plus; training will be provided.

Qualifications

• Must have strong communication skills.
• Basic computer proficiency and ability to learn baggage systems.
• Able to work in a fast-paced, customer-focused environment.
• Must be 18+ and eligible to work in the UK.

Responsibilities

• Load and unload passenger baggage and cargo safely.
• Sort luggage and operate baggage handling equipment.
• Ensure accurate tagging and routing of baggage.
• Follow security procedures and company policies.
• Provide excellent customer service at the checkpoint.

Skills

Verbal and written communication

Customer service mindset

Problem solving

Teamwork

Basic computer skills

English language proficiency

Education

High school diploma or GED

Job description

Job Details

Description

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

The Baggage Service Agent (BSO Agent) is responsible for assisting passengers with baggage-related services, including delayed, damaged, or lost luggage claims. This role provides exceptional customer service while coordinating baggage tracking, documentation, and resolution efforts in compliance with airline and airport procedures.

What you will be doing

• Load and unload passenger baggage, cargo, and mail from aircraft safely and efficiently
• Sort and transport luggage to designated areas within the airport
• Operate baggage handling equipment, carts, belt loaders, and tugs safely
• Ensure baggage is properly scanned, tagged, and routed to the correct flights
• Inspect equipment and report maintenance or safety concerns promptly
• Follow airline, airport, and TSA security procedures at all times
• Maintain cleanliness and organization of baggage areas and workspaces
• Assist with aircraft arrival and departure operations as needed
• Work collaboratively with ramp agents, supervisors, and airline personnel to meet operational deadlines
• Respond quickly to changing flight schedules and operational needs
• Adhere to all safety regulations and company policies
• Perform other duties as requested

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for:

• High school diploma or GED
• Must be 18 years of age or older
• Strong verbal and written communication skills.
• Basic computer proficiency and ability to learn airline baggage systems
• Ability to work in a fast-paced and customer-focused environment
• Strong problem-solving and conflict-resolution abilities
• Ability to follow written and verbal instructions
• Basic communication and teamwork skills
• Reliable attendance and punctuality
• Must have reliable telephone and transportation
• Previous airline experience
• Previous customer service, hospitality experience
• Airport terminal and baggage service office environment
• Fast-paced operational setting with frequent passenger interaction
• May require standing, walking, and occasional lifting of baggage
• Ability to lift baggage up to 50 pounds occasionally
• Ability to stand and walk for extended periods
• Ability to use computers, phones, and office equipment regularly
• Must be able to take verbally direct in English
• Must be able to read, write, understand and carry out instructions in English
• Must pass pre-employment and random drug tests
• Must pass a pre-employment background check
• Must meet necessary requirements to obtain a security sensitive identification badge
• Must be in proper uniform or business attire as directed by company officials
• Identification badges must always be visible
• Adhere to company policies and procedures and participate in achievement of company objectives

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role.