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.
- Other info: Flexible training provided; opportunities for career growth in a diverse team.
- Why this job: Be a brand ambassador and make every passenger's journey unique.
- Qualifications: Excellent communication skills and a passion for customer service.
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.
Customer Service Agent - FTC in City of London employer: British Airways
Gatwick Ground Services is an exceptional employer, offering a dynamic work environment at London City Airport where you can thrive as a Customer Service Agent. With comprehensive training, competitive pay, and unique benefits such as discounted flights and health plans, we prioritise employee growth and well-being. Our inclusive culture values diversity and encourages personal development, making it a rewarding place to build your career in the aviation industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent - FTC in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Airways. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Airways before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Agent - FTC in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Airways:Your cover letter is your chance to shine! Tell us why you want to work at British Airways specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Airways!
How to prepare for a job interview at British Airways
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
