Office Agent - Customer Liaison in Guildford

Department: Operations

Employment Type: Permanent - Full Time

Location: London Gatwick

Reporting To: Operations Manager

Compensation: £32,866 - £40,829 / year

Description

Do you have knowledge or experience in the freight and cargo business? Do you have excellent administrative support skills with high levels of attention to detail? Do you have the ability to coordinate logistics operations, deliver exceptional customer service and maintain reliability and hard work to ensure the efficient and timely movement of goods is conducted with a commitment to safety and security requirements as required by the CAA with integrity? Do you prioritise putting the customer first in all aspects of your work? If so, then we have an exciting opportunity for you to join our Office Agent Team at London Gatwick. As a member of the team, you will play a crucial role in our Air Cargo Warehouse operations, where you will be responsible for providing essential administrative support diligently and timeously for all freight and cargo movement while adhering to strict security and safety regulations.

Your main responsibilities on a day to day basis will be:

• Customer first point of contact to provide assistance with inquiries and resolve any issues that may arise during the shipping process.
• Serve as the primary liaison between customers and cargo operations.
• Respond promptly to customer inquiries via phone, email, and in person.
• Provide accurate information regarding shipments, schedules, and documentation.
• Handle complaints and resolve issues efficiently and professionally.
• Process inbound and outbound flights and coordinate with carriers, managing the driver’s reception, warehouse and parties involved in the transportation chain to schedule pickups, deliveries, and shipments.
• Track shipments in transit and provide updates to customers as needed.
• Ensure all documentation and record‑keeping is accurately maintained and that shipping documents comply with regulatory requirements and company policies.
• Capture data entries into WFS and other airlines computer systems.
• Resolve any service issues that may arise during the shipping process via telephone or email.
• Build relationships and liaise with customer airlines and their customers.

To be successful in this role you will need:

• Excellent command of the English language in both written and verbal communication to effectively communicate with all parties concerned.
• Customer Service experience is key to this role.
• Attention to detail when providing administrative support with strong organisational skills.
• Basic IT skills required to capture relevant information into the various airlines dedicated computer systems.
• Multi‑tasking ability and the need to remain calm under pressure and to work against tight deadlines.
• Air Cargo knowledge is desirable to understand the industry requirements.

Please note that if you are offered this position, you will be subject to a background check including a criminal record check, 5 year employment history and a drug & alcohol test.

Our Values

• Safety: Always look out for our own and each other’s safety. Proactively identify safety risks, hazards and unsafe behaviours promptly and courageously. Comply with all relevant safety regulations and standards at all times. Learn from mistakes and share that learning.
• Customer Focus: Delight customers by actively anticipating their needs, concerns and preferences. Offer alternative 'yes' solutions to 'no' situations. Deliver service excellence and always aim to exceed customer expectations.
• Respect: Appreciate everyone’s background, cultural values and opinions at all times. Actively listen and understand other’s intent and point of view, especially during disagreements. Build trusting relationships, demonstrate empathy and care for others.
• Excellence: Always do the right thing. Do it right the first time. Demonstrate extreme ownership: See it, Own it, Solve it. Adopt a growth mindset: keep learning, stay agile, be resilient. Set high expectations, embrace innovation and practice continuous improvement.
• Teamwork: Prioritise SATS Group's interests over one’s own and department needs. Proactively share resources, ideas and information constructively. Build on each other’s strengths and ideas to achieve win‑win outcomes.