Customer Service Baggage Tracing Agent

20 hours ago

London Gatwick Airport, United Kingdom Global Baggage Solutions Full time

**Location**: London Gatwick Airport

**Job Type**: Full-time, Permanent Contract - immediate Start Required

**Salary**:£13.14 ph

**Health plan**: Westfield Health Cash Plan with your entitlement up to £1170 per year and your dependent children entitlement up to £585 per year

**Overtime**:Overtime available and paid at 150% = £18.21ph

**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. Earliest start time is 06:00 am and latest finish time is 00:00 am. All shifts are 8.5 hrs (30 mins unpaid lunch break inclusive).

**Other Benefits**:

- Free on-site parking whilst on duty
- Company Pension scheme
- Full uniform provided in training
- On-site discounts at shops
- Discounts on tram and train travel to work

**Role Overview**:

- You will be the first point of contact for passengers, customer airlines, handling agents and courier services.
- The role will also include working within our terminal locations assisting passengers within baggage reclaim who have delayed or damaged baggage and processing their reports using our World Tracer system.
- Assisting customers providing information and updating customers on the status of their baggage.

**Responsibilities**:

- Excellent customer service skills in line with Global Baggage Solutions set standards.
- 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.
- Regular monitoring of World Tracer action files.

**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 language of the following, Chinese, Japanese,French, German, Spanish, or Italian would be advantageous.
- 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.
- 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.

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

**Salary**: From £13.14 per hour

**Benefits**:

- On-site parking

Schedule:

- 8 hour shift

COVID-19 considerations:
Guidance and recommended control measures are sourced and adopted directly from Public Health England and the GOV.UK website

Work Location: In person

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