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For Companies At a Glance
- Tasks: Provide exceptional customer service to passengers at London City Airport.
- Company: Join Gatwick Ground Services, a proud British Airways subsidiary.
- Benefits: Enjoy discounted flights, health benefits, and a supportive work environment.
- Why this job: Be a brand ambassador and make every passenger's journey unique.
- Qualifications: Excellent communication skills and a passion for customer service.
- Other info: Flexible training provided; opportunities for career growth in a diverse team.
Overview
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. In 2023 we expanded our operation to cover Customer Services and Operations at London City Airport.
Our operation across two stations supports British Airways, Air India, Aurigny, 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.
Role
Customer Service Agent
Working for GGS at London City Airport, you will be a brand ambassador providing exceptional customer service to passengers flying with BA Cityflyer and Aurigny.
- Contract: 30 hours per week, fixed term until 31st October 2026 with the possibility of an offer of a permanent contract at the end of this period
- Hours: Earliest Start = 04:30am – Latest Finish = 21:00pm (will be required to work some weekends)
- Pay Rate: £13.42 per hour (overtime = time and a third for any hours worked over 37.5 hours per week)
- Uniform: Ozwald Boateng British Airways Uniform
- Course Start Dates: 17th November 2025 or 1st December 2025
Role Purpose
The role of the Customer Service Agent is multi-skilled to allow flexibility in the operation. The role covers all front of house, customer service above the wing tasks to ensure a smooth and seamless passenger journey through London City Airport.
Candidates who do not currently possess all the necessary skills for this role will be given relevant and appropriate training to ensure that they are multi-skilled as soon as possible.
We are looking for agents who are passionate about delivering excellent customer service and being a brand ambassador for the flag carrier of the United Kingdom.
Requirements
- 5 years worth of satisfactory references to obtain an airside pass.
- The ability to work accurately under pressure
- Able to demonstrate excellent communication skills
- A satisfactory criminal record check
- Able to travel to London City Airport for shifts starting as early as 04:30am
- Excellent communication and passion for delivering exceptional customer service.
Principal Accountabilities
- To host our customer airline passengers and to exercise flexibility to deliver a personalised and outstanding service
- Assist passengers as needed with check-in processes including support for passengers with special requirements such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance
- Assist passengers at self-service check-in kiosks and to drop luggage at appropriate drop off point
- Inspect and verify passenger documentation such as passports, visas and ESTA
- To follow procedures for passengers with regard to the acceptance of Dangerous Goods in accordance with the regulations laid down by the ICAO and IATA
- Accountable for ensuring punctual embarking and disembarking activities for departing and arriving aircraft
- To follow all GGS’ SOPs and comply with all UK / EU legislation as well as Airport Authority and our customer airline security requirements
- To forge professional and effective working relationships with own team, other GGS departments, supervisors, airline representatives, crew and their customers, in order to maintain and develop GGS’s reputation. To willingly share knowledge and own experience with colleagues and act in a cooperative manner to ensure customer service is continuously improved.
- To consistently demonstrate a high standard of appearance and timekeeping, in order to maintain the visual and professional status of GGS.
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.
- 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 airport food vendors
- 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.
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Customer Service Agent - FTC employer: British Airways
Contact Detail:
British Airways Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent - FTC
✨Tip Number 1
Get to know the company! Research Gatwick Ground Services and understand their values and operations. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Practice makes perfect! Prepare for common interview questions related to customer service. Think about your past experiences and how they align with the role of a Customer Service Agent at GGS.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Gatwick Ground Services family.
We think you need these skills to ace Customer Service Agent - FTC
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Agent role. Highlight your customer service experience and any relevant skills that match what we’re looking for at Gatwick Ground Services.
Show Your Passion: We want to see your enthusiasm for delivering exceptional customer service. Use your application to share examples of how you've gone above and beyond for customers in the past. Let your personality shine through!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your experiences and skills are easy to read and understand. Avoid jargon and focus on what makes you a great fit for our team.
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at British Airways
✨Know the Company Inside Out
Before your interview, take some time to research Gatwick Ground Services and its operations. Understand their commitment to customer service and the specific airlines they work with. This knowledge will help you demonstrate your enthusiasm for the role and show that you're genuinely interested in being a part of their team.
✨Showcase Your Customer Service Skills
As a Customer Service Agent, your ability to connect with passengers is key. Prepare examples from your past experiences where you've gone above and beyond to assist customers. Highlight your communication skills and how you handle challenging situations, as this will resonate well with the interviewers.
✨Dress to Impress
First impressions matter, especially in a customer-facing role. Make sure to dress smartly for your interview, reflecting the professional image of Gatwick Ground Services. A polished appearance will not only boost your confidence but also show that you take the opportunity seriously.
✨Prepare Questions to Ask
Interviews are a two-way street, so come prepared with thoughtful questions about the role and the company culture. This shows your interest and helps you gauge if Gatwick Ground Services is the right fit for you. Ask about training opportunities or how they support employee development, which aligns with their commitment to growth.
