Customer Services Agent - Baggage Facilities (Passenger Services) - Heathrow Airport

Swissport International AG; City Of London; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading aviation services company in the UK seeks a Baggage Services Agent to deliver exceptional customer service for passengers dealing with lost or damaged baggage. You will liaise with teams to trace missing items and ensure timely delivery. Candidates should possess strong communication skills, be flexible with shifts, and ideally have prior experience with baggage tracing systems. This is a physically demanding role, requiring teamwork and dedication to customer satisfaction.

Qualifications

• Passionate about delivering world class customer service.
• Fluent in spoken and written English.
• Computer literate and able to learn new systems.
• Physically fit to carry up to 32kgs.

Responsibilities

• Deliver world class customer service as the first contact for passengers.
• Liaise with departments and airlines to trace missing baggage.
• Organize delivery of baggage in accordance with airline agreements.
• Record lost property found on flights.

Skills

Customer service

Problem-solving

Communication

Flexibility

IT literate

Education

Three Standard Grades / GCSE’s / O Level or equivalent

Job description

Overview

Ready for take off?Join Swissport for an exciting career in aviation.

Every journey has an ending, but what if that ending was a missing or damaged bag? Swissport are looking for dedicated professionals to be the glimmer of hope for customers in their time of need, remaining calm and reassuring at all times.

As a Baggage Services Agent, you will be part of a dedicated team who work collaboratively with other departments to unite passengers with their delayed baggage in line with Swissport’s mission of being world class.

You will rescue the customers experience by providing them with information, support and timely communications. Behind the scenes, you will use our best-in-class systems to scout the world to locate their delayed baggage then arrange its delivery to the customer.

You will support our customers who have left their property onboard an aircraft, arrived at their destination without their baggage or assist them by organising a repair or replacement for any damaged baggage.

Responsibilities

JOB RESPONSIBILITIES

• Delivering world class customer service, you will be the first point of contact for passenger(s) reporting lost property onboard, delayed or damaged baggage
• Deliver first class service in accordance with our airline partner’s specific ways of working.
• Liaise with all departments within the station including other ground handlers and airlines in various locations worldwide.
• Enter, trace and manage files through the industry wide tracing software to locate missing baggage and record damaged baggage.
• Regularly communicate with customers throughout the process via phone and/or email.
• Support the local team to reroute bags which miss flights departing your station to help our departing customers down route.
• Safeguard passenger’s property whilst in our care.
• Organise delivery of baggage to customers in line with airline agreements. BAGGAGE SERVICES AGENT
• Recording of Lost Property found onboard flights to ensure its documented clearly so the customer can trace it with ease.

THIS LIST IS NOT EXHAUSTIVE AND IS NOT INTENDED TO RESTRICT THE SCOPE OF THE JOB BUT CLEARLY DEFINE A STARTING POINT AND MAY VARY DEPENDING ON LOCATION AND LOCAL CUSTOMER AIRLINE REQUIREMENTS.

Qualifications

QUALIFICATIONS QUALIFICATIONS & COMPETENCIES

To join our mission, you will:

• be passionate about delivering world class customer service.
• demonstrate commitment to continuous improvement.
• have earned at least three Standard Grades / GCSE’s / O Level or a Leaving Certificate. (International equivalents also acceptable).
• need to be fluent in both spoken and written English. (Additional language skills always a bonus).
• have a flexible approach to various shifts including; days, evening, nights, weekends, and Public Holidays. (Free parking at the airport is provided but if you prefer to use public transport, please remember that early and late shifts will be needed where transport may not be accessible).
• be computer literate, and willing to learn Swissport and airline specific computer systems.
• have the ability and willingness to follow processes and procedures whilst applying a flexible approach when required.
• be self-motivated and able to work independently and as part of your wider team.
• be physically fit and able to carry up to 32kgs over short distances.
• ideally have worked with World Tracer previously, but this will be trained if not.