Office Agent

Worldwide Flight Services; City of Edinburgh; On-site; GBP 34,000 - 42,000; Full time

Job summary

Worldwide Flight Services in Edinburgh is seeking an Office Agent for the night shift to support Air Cargo Warehouse operations with essential administrative duties. You will handle inquiries, coordinate flights and shipments, and ensure timely documentation and compliance, in a fast-paced environment.

The role requires strong English communication, customer service experience, and attention to detail. Shift work includes nights, weekends, and holidays, with 4 on 4 off pattern.

Qualifications

• Excellent command of the English language (written and verbal).
• Customer service experience is key to this role.
• Attention to detail when providing administrative support with strong organisational skills.
• Basic IT skills required to capture information into airline systems.
• Ability to multi-task and remain calm under pressure with tight deadlines.
• Air Cargo knowledge is desirable to understand industry requirements.
• Shift work includes nights, weekends and holidays; 4 on 4 off 7pm–7am.

Responsibilities

• Serve as the first point of contact for inquiries and resolve issues during the shipping process.
• Process inbound and outbound flights and coordinate with carriers and drivers to schedule pickups, deliveries and shipments.
• Track shipments and provide customers with updates.
• Maintain accurate documentation and ensure compliance with regulatory requirements and policies.
• Record data into WFS and airline computer systems.
• Report discrepancies and damages and perform general administrative tasks.
• Liaise with customer airlines and their customers to build relationships.

Skills

English fluency

Customer service

Attention to detail

Basic IT skills

Multi-tasking

Air Cargo knowledge

Shift work

Job description

Office Agent - Night Shift

Department: Operations

Employment Type: Permanent - Full Time

Location: Edinburgh

Reporting To: Operations Manager

Compensation: £37,902.24 / year

Description

Do you have knowledge or experience in the freight and cargo business?

Do you have excellent administrative support skills with high levels of attention to detail?

Do you prioritize putting the customer first in all aspects of your work?

If so, then we have an exciting opportunity for you to join our Office Agents Team at Edinburgh. As a member of the team, you will play a crucial role in our Air Cargo Warehouse operations, where you will be responsible for providing essential administrative support diligently and timeously for all freight and cargo movement while adhering to strict security and safety regulations.

Applying for this position means you are ready to take the next step in your career and contribute to a dynamic and fast-paced environment and become part of our dedicated team at the forefront of the cargo industry.

Your main responsibilities on a day to day basis will be:

• Customer first point of contact to provide assistance with inquiries and resolve any issues that may arise during the shipping process.
• Process inbound and outbound flights and coordinate with carriers, managing the driver’s reception, warehouse and parties involved in the transportation chain to schedule pickups, deliveries, and shipments.
• Track shipments in transit and provide updates to customers as needed.
• Ensure all documentation and recordkeeping is accurately maintained and that shipping documents comply with regulatory requirements and company policies.
• Capture data entries into WFS and other airlines computer systems.
• Report on discrepancies and damages, providing general administrative tasks and ensuring all industry regulations, customs requirements and shipping laws are compliant against legal and regulatory standards.
• Resolve any service issues that may arise during the shipping process via telephone or email.
• Build relationships and liaise with customer airlines and their customers.

To be successful in this role you will need:

• Excellent command of the English language in both written and verbal communication to effectively communicate with all parties concerned.
• Customer Service experience is key to this role.
• Attention to detail when providing administrative support with strong organisational skills.
• Basic IT skills required to capture relevant information into the various airlines dedicated computer systems.
• Multi-tasking ability and the need to remain calm under pressure and to work against tight deadlines.
• Air Cargo knowledge is desirable to understand the industry requirements.
• Shift work includes nights, weekends, and holidays, as our business operates 24/7. This will be a 4 on 4 off shift pattern from 7pm to 7am.

Please note that if you are offered this position, you will be subject to a background check including a criminal record check, 5 year employment history and a drug & alcohol test.

Our Values

Safety

• Always look out for our own and each other's safety.
• Proactively identify safety risks, hazards and unsafe behaviours promptly and courageously.
• Comply with all relevant safety regulations and standards at all times.
• Learn from mistakes and share that learning.

Customer Focus

• Delight customers by actively anticipating their needs, concerns and preferences.
• Offer alternative "yes" solutions to "no" situations.
• Deliver service excellence and always aim to exceed customer expectations.

Respect

• Appreciate everyone's background, cultural values and opinions at all times.
• Actively listen and understand other's intent and point of view, especially during disagreements.
• Build trusting relationships, demonstrate empathy and care for others.

Excellence

• Always do the right thing. Do it right the first time.
• Demonstrate extreme ownership: See it, Own it, Solve it.
• Adopt a growth mindset: keep learning, stay agile, be resilient.
• Set high expectations, embrace innovation and practice continuous improvement.

Teamwork

• Prioritise SATS Group's interests over one's own and department needs.
• Proactively share resources, ideas and information constructively.
• Build on each other's strengths and ideas to achieve win-win outcomes.