Airline Customer Service Agent

Working for us at London City Airport, you will be a brand ambassador providing exceptional customer service to passengers flying with BA Cityflyer and Aurigny.

• Contract: Permanent, full time – 37.5 hours per week
• Hours: Earliest Start = 05:30am – Latest Finish = 22:00pm (will be required to work some weekends, Bank Holidays and religious festivals)
• Salary: £24,706.50 (£12.67ph). Overtime is paid at time and a half.
• Uniform: Ozwald Boateng British Airways Uniform.

The position of Customer Service Agent – Arrivals is to process passengers and handle baggage through clerical, manual, mechanical and computerized methods in accordance with Company and Airport procedures and in line with the relevant training received. To offer the highest levels of customer care and exceed passenger expectations of the airline travel and experience. To assist customers with lost and damaged baggage through the use of the World Tracer System.

Main accountabilities include:

• To consistently deliver the highest possible levels of customer service at all times.

• To carry out all Ground Handling related activities as directed by the Company through its policies, procedures and training to facilitate the success of the operation in which you have been trained.

• Fully comply with all Company policies including; Health & Safety, Training, Equal Opportunities, Harassment and Data Protection.

• Adhere to and implement the Airport Operator’s policies and directives.

• Check passengers tickets/conformation together with relevant identification appropriate to flight. In accordance with the relevant training received.

• Check in hold baggage and follow procedures for hand baggage whilst complying with the relevant Triple AAA procedures as set out by the DFT in accordance with the relevant training received.

• Follow procedures for passengers with regards to the acceptance of Dangerous Goods in accordance to the regulations laid down by the ICAO and IATA.

• Where required allocate seating to passengers, in accordance with the relevant training received.

• Make announcements in accordance with the relevant training received.

• Board passengers onto flights whilst complying with the Triple AAA procedures as set out by the DFT and in accordance with the training received.

• To process in a professional and confident way, passengers’ questions or queries.

• Issue tickets and make changes to passengers bookings when appropriate and in accordance with the relevant training received.

• Processing excess baggage or other ancillary revenue payments through the Airlines reservation system and ensuring the correct accounting of monies.

• Handling disrupted passengers in accordance with our Customer Airlines policies.

• Accounting of Airline documents to ensure that our Customer Airlines revenue is maintained.

• Stock taking.

• To perform duties at the Arrivals desk, check-in and the gate in line with the Airline Operations Manual and Company Manual.

• To abide by security requirements, ensuring that all used airline and ground handling stock is secure and disposed properly.

• To ensure passengers are asked the correct security questions at all times.

• Day to day coordination of lost and damaged baggage from our handled flights

• Keep customers up to date on a daily basis with regards to lost luggage

• Organising prompt delivery of lost luggage through communication with approved courier companies

• Answer and act on all enquiries via various sources (telephone, e-mail, social media)

• Assisting the turnaround managers with the offloading of passengers from inbound flights

• Assist in the processing and escorting of transfer passengers with short connection times

• Tagging, Manual Handling Rerouting and Rushing bags

• Meeting and assisting unaccompanied minors/YP’s traveling alone

• Liaise with 3rd party suppliers including but not limited to: Airline Operators, Fuel Companies, LCY Ramp Services, Caterers, and Cleaners etc.

• Represent the Company in a professional manner at all times.

• Any other reasonable duty as requested

Qualifications and Experience

• Ideally you will be able to demonstrate previous ground handling experience or alternatively previous experience with the airline/travel industry.

• Knowledge of an additional European language would be desirable.

• A good working knowledge of Airlines and Airport Regulations.

• Knowledge of World Tracer System would be desirable.

• Well organised, meticulous attention to detail and accuracy, able to work on own initiative to specific deadlines, have the ability to recognise and deal with challenges promptly and efficiently.

• Excellent customer service and communication skills.

• Must be flexible.

• Must hold a full airside pass