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Baggage Tracing Agent

2 weeks ago

London Gatwick Airport, United Kingdom ABM UK Full time

**JOB TITLE: Baggage Tracing Agent**

**REPORTING TO: Duty Manager**

**LOCATION: Gatwick Airport**

**HOURS: 37.5 hours per week**

**PAY RATE: £11.25 PER HOUR**

**SHIFT PATTERN: 4 on/2 off**

**ROLE OVERVIEW AND PURPOSE**

Primarily the first point of contact for passengers with claims relating to delayed or damaged baggage.
Using the World Tracer System to process reports and update passengers on the status of the claim/baggage.

**KEY RESPONSIBILITIES**
- Liaison between passengers, the airline, other handling agents and courier services
- Customer service face to face with passengers arriving into baggage reclaim
- Telephone customer service to/from passengers in relation to baggage claims
- Handling and management of all incidences in respect of delayed, damaged or pilferage reports or lost property items.
- Reuniting passengers with baggage and sending communication messages via the tracer system
- Management of World Tracer System, ensuring timely information is updated
- Processing of baggage for re-flight or delivery to the passenger
- Monitor and maintain files with World Tracer
- Administration in respect of all baggage enquiries and claims

**REQUIRED SKILLS AND EXPERIENCE**

**Essential**
- Excellent customer service skills
- Strong written and spoken communication skills
- Team working
- Multi-tasking
- Attention to detail
- Punctuality
- Good at working under pressure
- Ability to solve problems

**Essential Criteria for an Airside Pass**
- To be considered for the role you will need to provide the following:

- Full 5 years history that accounts for all periods of employment, self-employment, unemployment and education (any gaps over 28 days must be verified)
- Valid photographic proof of identity e.g. passport or driving licence
- Valid Visa/Proof of right to work for non UK and out of EU nationals
- Proof of National Insurance No. (or evidence that you have applied for one)
- Proof of identity and address (Utility bill, bank statement, etc.)
- Acceptance of and willingness to undergo a Criminal Record Check (CRC)* and Airside Security Clearance
- Where an individual has resided 6 months or more outside the UK in the last 5 years, the appropriate clearance must be obtained i.e. Overseas Criminal Record Check (OCRC) from the country of origin

**Desirable**

Airline, military or industry related work experience

**Job Types**: Full-time, Fixed term contract

**Salary**: £11.25 per hour