Baggage Services Lead – Operations & Customer Care

Menzies Aviation; City of Edinburgh; On-site; GBP 18,000 - 24,000; Full time

Job summary

Menzies Aviation in Edinburgh is seeking a proactive Baggage Service Agent to support passengers with baggage issues, including lost or damaged luggage, while delivering high-quality customer service. You will coordinate baggage tracking and documentation in line with airline and airport procedures.

Ideal candidates will have a HS Diploma or GED, at least 1 year in airline/airport baggage service or customer service, and at least 1 year of supervisory experience.

Qualifications

• Requires HS Diploma or GED.
• At least 1 year of airline/airport baggage service or customer service experience.
• At least 1 year of lead or supervisory experience.
• Strong leadership, communication and conflict-resolution skills.
• Proficiency with airline baggage systems and Microsoft Office applications.

Responsibilities

• 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 safely (carts, belt loaders, tugs).
• Ensure baggage is scanned, tagged, and routed to correct flights.
• Monitor equipment and report 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.
• Collaborate with ramp agents, supervisors, and airline personnel to meet deadlines.
• Respond quickly to changing flight schedules and operational needs.
• Adhere to safety regulations and company policies.
• Perform other duties as requested.

Skills

Leadership

Communication

Conflict resolution

Multitasking

Organizational skills

Problem solving

Verbal communication

Written communication

Education

HS Diploma or GED

Tools

Microsoft Office

Job description

Menzies Aviation in Edinburgh is seeking a proactive Baggage Service Agent to support passengers with baggage issues, including lost or damaged luggage, while delivering high-quality customer service. You will coordinate baggage tracking and documentation in line with airline and airport procedures.

Ideal candidates will have a HS Diploma or GED, at least 1 year in airline/airport baggage service or customer service, and at least 1 year of supervisory experience.