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

Swissport; Luton; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a forward-thinking company in the aviation industry as a Baggage Services Agent. In this exciting role, you will be the reassuring presence for customers dealing with lost or damaged baggage, ensuring their needs are met with professionalism and care. Collaborating with a dedicated team, you will enhance the customer experience by providing timely information and support. Your role will involve utilizing advanced systems to trace and deliver baggage, making a real difference in passengers' journeys. If you are passionate about customer service and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• Passionate about delivering world-class customer service.
• Fluent in spoken and written English; additional languages are a bonus.

Responsibilities

• Delivering world-class customer service as the first point of contact for passengers.
• Using industry-wide tracing software to locate missing baggage.

Skills

Customer Service

Communication Skills

Problem Solving

Flexibility

Teamwork

Education

Standard Grades / GCSEs / O Levels

Tools

World Tracer

Tracing Software

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 is 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 working collaboratively with other departments to reunite passengers with their delayed baggage, aligning with Swissport’s mission of being world class.

You will enhance the customer experience by providing information, support, and timely communication. Behind the scenes, you will utilize our best-in-class systems to locate delayed baggage and arrange its delivery to the customer.

You will support customers who have left property onboard an aircraft, arrived at their destination without their baggage, or need assistance with damaged baggage, including organizing repairs or replacements.

Responsibilities

JOB RESPONSIBILITIES

• Delivering world-class customer service as the first point of contact for passengers reporting lost property onboard, delayed, or damaged baggage.
• Providing first-class service in accordance with airline partner’s specific procedures.
• Liaising with all station departments, including ground handlers and airlines worldwide.
• Using industry-wide tracing software to locate missing baggage and record damaged items.
• Communicating regularly with customers via phone and/or email throughout the process.
• Supporting the local team in rerouting bags that miss flights to assist departing customers.
• Safeguarding passenger property while in our care.
• Organizing baggage delivery in line with airline agreements.
• Recording found property onboard flights to ensure clear documentation for customer tracing.

This list is not exhaustive and may vary depending on location and airline requirements.

Qualifications

QUALIFICATIONS & COMPETENCIES

To join our mission, you will:

• Be passionate about delivering world-class customer service.
• Demonstrate a commitment to continuous improvement.
• Have earned at least three Standard Grades / GCSEs / O Levels or equivalent qualifications.
• Be fluent in spoken and written English; additional languages are a bonus.
• Be flexible with shifts, including days, evenings, nights, weekends, and public holidays.
• Be computer literate and willing to learn Swissport and airline-specific systems.
• Follow processes and procedures with flexibility when required.
• Be self-motivated, able to work independently and as part of a team.
• Be physically fit to carry up to 32 kg over short distances.
• Experience with World Tracer is preferred but not essential, as training will be provided.