Customer Service Baggage Tracing Agent - London / Gatwick Airport, United Kingdom - Global Baggage Solutions

Global Baggage Solutions
Global Baggage Solutions
Verified Company
London / Gatwick Airport, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Location:
London Gatwick Airport


Job Type:
Full-time, Permanent Contract - immediate Start Required


Salary:
£13.14 ph


Health plan:
Westfield Health Cash Plan with your entitlement up to £1170 per year and your dependent children entitlement up to £585 per year


Overtime:
Overtime available and paid at 150% = £18.21ph


Hours:

We operate 24 hours, 7 days a week so there will be various shift start / finish timings operating on 4 on 2 off shift pattern.

Earliest start time is 06:00 am and latest finish time is 00:00 am. All shifts are 8.5 hrs (30 mins unpaid lunch break inclusive).


Other Benefits:


  • Free onsite parking whilst on duty
  • Company Pension scheme
  • Full uniform provided in training
  • Onsite discounts at shops
  • Discounts on tram and train travel to work

Role Overview:


  • You will be the first point of contact for passengers, customer airlines, handling agents and courier services.
  • The role will also include working within our terminal locations assisting passengers within baggage reclaim who have delayed or damaged baggage and processing their reports using our World Tracer system.
  • Assisting customers providing information and updating customers on the status of their baggage.

Responsibilities:


  • Excellent customer service skills in line with Global Baggage Solutions set standards.
  • Receiving calls from passengers, customer airlines, handling agents, courier services.
  • Handling passenger calls in respect of delayed, damaged or pilferage reports or lost property items.
  • Communicating and sending tracer messages to relevant Airports to trace passenger baggage.
  • Updating or amendment of World Tracer files for passengers / customers and ensuring files are up to date with.
  • Processing baggage for reflight or delivery.
  • Regular monitoring of World Tracer action files.

Requirements:


  • Previous Airport experience would be advantageous.
  • A minimum of 3 years working in a Customer Service role
  • Excellent customer service skills.
  • Strong communication and interpersonal skills.
  • Fluent in English, second or third language of the following, Chinese, Japanese,French, German, Spanish, or Italian would be advantageous.
  • Computer literate.
  • Able to manage multiple computerised systems.
  • Able to find solutions to customer needs and ability to problem solve and empathise with customers.
  • Proactive and 'Can Do' attitude is a MUST.
  • Able to adapt in a fast paced and changing environment.
  • Self motivated and strong time management skills.
  • Excellent team player.
  • Fully fit and able bodied; this role involves heavy lifting and carrying of passenger luggage on occasions. Manual handling training provided.
  • You will be required to attend mandatory training as set by GBS.
  • You must have the right to work in the UK.
  • You must hold valid photo I.D; Passport and/or Driving Licence.

Job Types:
Full-time, Permanent


Salary:
From £13.14 per hour


Benefits:


  • Onsite parking

Schedule:

  • 8 hour shift

COVID-19 considerations:
Guidance and recommended control measures are sourced and adopted directly from Public Health England and the GOV.UK website


Work Location:
In person
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