Customer Service Agent

British Airways PLC; Greater London; On-site; GBP 40,000 - 60,000; Part time

Job summary

A leading airline operational subsidiary is seeking a Customer Service Agent for their operation at London City Airport. The role involves delivering exceptional customer service to airline passengers, assisting with check-ins, and ensuring a smooth travel experience. Candidates should possess strong communication skills and the ability to work under pressure. This fixed-term position offers 30 hours per week, a pay rate of £13.42 per hour, and includes benefits like access to discounted flights and health plans.

Benefits

Access to discounted flights

Health benefits including flu jab

Cycle to work scheme

Free staff parking

Discounts on airport food vendors

Pension scheme

Qualifications

• 5 years of satisfactory references for airside pass.
• Ability to work under pressure.
• Excellent communication and customer service skills.

Responsibilities

• Host passengers and deliver outstanding service.
• Assist with check-in processes for all passengers.
• Inspect and verify passenger documentation.

Skills

Excellent communication skills

Ability to work under pressure

Customer service orientation

Job description

Gatwick Ground Services (GGS) provide airport ground operations at London Gatwick and London City Airports. As a wholly owned British Airways subsidiary we take great pride in delivering the same impeccable customer service and fully comprehensive training. We are proud to deliver the highest standard of ground handling to British Airways and our other airline partners.

Gatwick Ground Services was established in 2016, to support the ramp operations of British Airways at Gatwick. Following its success, the company branched into Aircraft Cleaning in 2018. In 2020, Passenger Services formed the newest department within the GGS business to provide an all-round ground handling option. In 2023 we expanded our operation to cover Customer Services and Operations at London City Airport.

Our operation across two stations supports British Airways, Air India, Aurigny, Iberia Express, Qatar Airways, Singapore Airlines and Vueling Airlines providing a complete ground handling solution.

It's an exciting and fast-paced life when you're working in some of the world's most important travel hubs, and you'll be part of a global gateway connecting with people from all walks of life and helping to make each and every journey original and unique.

Whether you are a welcoming face at check in, have a keen eye for aircraft appearance, or thrive in a detail-oriented fast paced ramp environment, a job at Gatwick Ground Services is yours to make.

When you join the Gatwick Ground Services team, an exceptional travel experience from the ground up starts with you.

The role:

Customer Service Agent

Working for GGS at London City Airport, you will be a brand ambassador providing exceptional customer service to passengers flying with BA Cityflyer and Aurigny.

• Contract: 30 hours per week, fixed term until 31st October 2026 with the possibility of an offer of a permanent contract at the end of this period
• Hours:Earliest Start = 04:30am - Latest Finish = 21:00pm (will be required to work some weekends)
• Pay Rate:£13.42 per hour (overtime = time and a third for any hours worked over 37.5 hours per week)
• Uniform:Ozwald Boateng British Airways Uniform
• Course Start Date: 9th March 2026

Role Purpose:

The role of the Customer Service Agent is multi-skilled to allow flexibility in the operation. The role covers all front of house, customer service above the wing tasks to ensure a smooth and seamless passenger journey through London City Airport.

Candidates who do not currently possess all the necessary skills for this role will be given relevant and appropriate training to ensure that they are multi-skilled as soon as possible.

We are looking for agents who are passionate about delivering excellent customer service and being a brand ambassador for the flag carrier of the United Kingdom.

Requirements:

• 5 years worth of satisfactory references to obtain an airside pass.
• The ability to work accurately under pressure
• Able to demonstrate excellent communication skills
• A satisfactory criminal record check
• Able to travel to London City Airport for shifts starting as early as 04:30am
• Excellent communication and passion for delivering exceptional customer service.

Principal Accountabilities

• To host our customer airline passengers and to exercise flexibility to deliver a personalised and outstanding service
• Assist passengers as needed with check-in processes including support for passengers with special requirements such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance
• Assist passengers at self-service check-in kiosks and to drop luggage at appropriate drop off point
• Inspect and verify passenger documentation such as passports, visas and ESTA
• To follow procedures for passengers with regard to the acceptance of Dangerous Goods in accordance with the regulations laid down by the ICAO and IATA
• Accountable for ensuring punctual embarking and disembarking activities for departing and arriving aircraft
• To follow all GGS' SOPs and comply with all UK / EU legislation as well as Airport Authority and our customer airline security requirements
• To forge professional and effective working relationships with own team, other GGS departments, supervisors, airline representatives, crew and their customers, in order to maintain and develop GGS's reputation. To willingly share knowledge and own experience with colleagues and act in a cooperative manner to ensure customer service is continuously improved.
• To consistently demonstrate a high standard of appearance and timekeeping, in order to maintain the visual and professional status of GGS.

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary.

Key benefits include:

• Access to discounted flights known as hotline fares, standby tickets and concessions with British Airways and other code share airlines
• Health benefits including free winter flu jab and access to the HSF Health Plan
• Cycle to work scheme
• Free staff parking
• Discounts on airport food vendors
• Pension scheme

At Gatwick Ground Services you'll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don't expect our people to either.

Inclusion & Diversity

At Gatwick Ground Services we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity are a key driver of innovation and we're committed to creating a culture where everyone feels that they can be themselves. We're looking for people from all backgrounds and cultures to join us and be a part of our journey as we continue to assist with connecting Britain with the world and the world with Britain.