Customer Service

Job description

**Job Details**

**Department**: Customer Service Baggage Tracing

**Start Date**: Immediate Start Desired

**Pay Rate**: Starting salary £13.14 per hour

**Job Type**: Full
- Time, Permanent position

**Location**:This role will be based at London Heathrow Airport.

**Hours**: We operate 24 hours / 7 days a week so there will be various shift start / finish timings operating on 4 on 2 off shift pattern.

**Benefits**: Westfield Health Cash Plan with entitlement up to £1170 per year, Pension plan, Airport Staff Canteen card with company discount of 75% and Staff Airport parking

**Role Overview**

This role is varied and duties will involve working within our Terminal locations.

You will be the first point of contact for passengers, customer airlines, handling agents and courier services.

The role will include:
Working within our terminal locations, assisting passengers within baggage reclaim who have delayed or damaged baggage by processing their reports using our World Tracer system. Processing baggage that has been delayed inbound and outbound.

Assisting and updating customers on the status of their delayed baggage

**Responsibilities**:

- Assist with Baggage Enquiry Calls
- Excellent customer service skills in line with Global Baggage Solutions set standards.
- Liaise with customers in a polite and efficient manner
- Receiving calls from passengers, customer airlines, handling agents, courier services.
- Handling passenger calls in respect of delayed, damaged or pilferage reports or lost property items.
- Communicating and sending tracer messages to relevant Airports to trace passenger baggage.
- Updating or amendment of World Tracer files for passengers / customers and ensuring files are up to date with.
- Processing baggage for re-flight or delivery.
- Retagging baggage for next available flights using Re-flight system, sending relevant forward messages. Or rerouting baggage as per Airline requirement.
- Entering of information in Re-flight system, Baggage Reconciliation and World Tracer
- Prepare relevant manifests and handover to respective handling agents teams
- Regular monitor and action of World Tracer action files.
- Maintain work station and surrounding areas in a clean and tidy condition
- Comply with all Company Procedures and instructions and act on instructions from Supervisors and Management as necessary
- Ensure facility is kept secure from un-authorised personnel
- To undertake any other duties as required by the management team

**Requirements**:

- Previous Airport experience would be advantageous.
- A minimum of 3 years working in a Customer Service role
- Excellent customer service skills
- Strong communication and interpersonal skills.
- Fluent in English, second or third languages would be desirable.
- Computer literate.
- Able to manage multiple computerised systems.
- Able to find solutions to customer needs and ability to problem solve and empathise with customers.
- Pro-active and **‘Can Do**’ attitude is a MUST.
- Able to adapt in a fast paced and changing environment.
- Self -motivated and strong time management skills.
- Excellent team player
- Decision making
- Problem solving
- Safety driven
- Fully fit and able bodied; this role involves heavy lifting and carrying of passenger luggage on occasions. Manual handling training provided.
- You will be required to attend mandatory training as set by GBS.
- You must have the right to work in the UK.
- You must hold valid photo I.D; Passport and/or Driving Licence

**Must have the right to work in the UK.**

**Job Types**: Full-time, Permanent

**Salary**: From £13.14 per hour

**Job Types**: Full-time, Permanent

**Salary**: From £13.14 per hour

Work Location: In person