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Customer Service Agent – GGS Ground Services/ BA CityFlyer (London City Airport)

Location:  |  Posted: 15 March, 2024

Customer Service Agent

One Resourcing Ltd is excited to be recruiting on behalf of our client GGS Ground Services at London City Airport with training course commencing in 2024.

Working for GGS Ground Services, you will be a brand ambassador and will be providing exceptional customer service to passengers flying with BA Cityflyer.

Customer Service Agent

  • Contract: Part Time, Full Time
  • Pay Rate: £11.95 per hour
  • Hours: Earliest Start = 04:30am – Latest Finish = 22:00pm
  • Benefits: Discounted Staff Travel
  • Uniform: GGS uniform, with the brand new Ozwald Boateng British Airways Uniform.

Role Purpose:

The role of the Passenger Service agents is multi-skilled to allow flexibility in the operation. The role covers all front of house, customer service above the wing tasks to ensure a smooth and seamless passenger journey through London City Airport.

Candidates who do not currently possess all the necessary skills for this role will be given relevant and appropriate training to ensure that they are multi-skilled as soon as possible.

We are looking for agents who are passionate about delivering excellent customer service and being a brand ambassador for the flag carrier of the United Kingdom.


  • 5 years’ worth of satisfactory references to obtain an airside pass.
  • The ability to work accurately under pressure
  • Able to demonstrate excellent communication skills
  • A satisfactory criminal record check
  • Able to access London City Airport for as early as 04:30am
  • Excellent communication and passion for delivering exceptional customer service.

Principal Accountabilities

  • To host our customer airline passengers and to exercise flexibility to deliver a personalised and outstanding service
  • Assist passengers as needed with check-in processes including support for passengers with special requirements such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance
  • Assist passengers at self-service check-in kiosks and to drop luggage at appropriate drop off point
  • Inspect and verify passenger documentation such as passports, visas and ESTA
  • To follow procedures for passengers with regard to the acceptance of Dangerous Goods in accordance with the regulations laid down by the ICAO and IATA
  • Accountable for ensuring punctual embarking and disembarking activities for departing and arriving aircraft
  • To follow all GGS’ SOPs and comply with all UK / EU legislation as well as Airport Authority and our customer airline security requirements
  • To forge professional and effective working relationships with own team, other GGS departments, supervisors, airline representatives, crew and their customers, in order to maintain and develop GGS’s reputation. To willingly share knowledge and own experience with colleagues and act in a cooperative manner to ensure customer service is continuously improved.
  • To consistently demonstrate a high standard of appearance and timekeeping, in order to maintain the visual and professional status of GGS.

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