Baggage Services Officer in Guildford

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.

Our operations across two stations supports British Airways, Air India, 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:

Baggage Services Officer

The Baggage Services Officer will operate from the Baggage Arrivals Desk, supporting and aiding the passengers of our customer airlines when dealing with baggage discrepancies and repatriation, enabling the delivery of a consistent quality service.

Your shifts will vary between early and late start times; currently the earliest start time being as early as 05:00 and the latest finish time being as late as 23:00. Your shifts will run on a rolling pattern of 4 days on and 2 days off. Given the nature of this role, you must be available to cover the above shift times, 7 days a week, 365 days a year, including Bank Holidays and religious festivals.

What you’ll do:

• Ensure that all relevant safety, security and operational standards are clearly understood and adhered to in support of full corporate and regulatory compliance.
• Support customers on the final leg of their journey providing wayfinding through the Airport.
• Aiding customers in the completion of missing baggage forms and Boarder Force documentation.
• Provide replacement baggage items, push chairs and car seats should items not arrive at LGW or be damaged on arrival. Completing supporting documentation for Airline records.
• Perform regular stock audits to ensure effective stock management.
• Have a competent understanding of FLY, World Tracer and SITA systems for logging and finding missing baggage.
• Liaise with courier companies for repatriation of customer baggage.
• Re-flight baggage on appropriate services to reduce customer disruption.
• Use the GGS Baggage Services e-mail account to reply and contact customers providing updates on missing or damaged baggage.
• Ensure that the Head of Passenger Services is regularly and accurately informed of operational progress and challenges.
• To forge professional and effective working relationships with our team, other GGS departments, supervisors, airline representatives, crew and their customers, in order to maintain and develop GGS’s reputation.
• To consistently demonstrate a high standard of appearance and time keeping, in order to maintain the visual and professional status of GGS.
• Ad hoc duties as appropriate in support of the business activities of Gatwick Ground Services.

What you’ll bring to Gatwick Ground Services:

• Good communication and influencing skills, both verbal and written
• Ability to prioritise in a fast-paced environment and manage workload to deliver to tight deadlines
• Ability to clearly and accurately interpret and communicate relevant and information
• Ability to establish credibility quickly by building effective working relationships
• Resilient and tenacious; able to pursue goals in the face of obstacles
• Strong team approach
• Pragmatic and solution focused
• Manual handling required

Your experience:

• Proven experience gained in customer service, Aviation, Ground Handling or similar industry
• Knowledge of an additional European language would be desirable.
• A good working knowledge of Airlines and Airport Regulations.
• Excellent customer service and communication skills as well as the ability to work accurately whilst operating under pressure
• Keyboard skills.
• Must be flexible.
• Must be able to obtain and retain a full airside pass including a satisfactory criminal record check
• Ability to work under pressure and use own initiative
• Ability to work as part of a team
• Full UK driving licence required

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.

Salary: £27,804.41 increasing to £31,979.44 following successful completion of probation, plus an additional £2,280.00 annual shift pay

Overtime paid at time and a half during the week, and double time at weekends and Bank Holidays.

Key benefits include:

• After successful completion of your probationary period, you will have 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 public transport and airport food vendors
• A generous leave allowance, increasing annually for the first 5 years of employment
• 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.