Position: Customer Service Agent

Contract: 30 Hours, Part Time, Fixed Term

Roster/Hours: 6 Week Rolling Roster, Mixed Shifts (Earliest Start = 04:30, Latest Finish = 21:00)

Salary:  £13.65ph

Overtime: 1.3x = £17.89 per hour (For any hours worked over 37.5 hours per week)

What We Offer:

• Free staff parking
• A generous leave allowance, increasing annually for the first 5 years of employment
• Pension scheme
• British Airways Staff Travel – Standby & Hotline Tickets (After completing probation period)
• Health benefits including free winter flu jab and access to the HSF Health Plan

At Gatwick Ground Services you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

What You’ll Be Doing:

The role of the Customer Service Agent 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.

Given the nature of this role, you must be available to cover the above shift times, 7 days a week, 365 days a year, including Bank Holidays and religious festivals.

Day-To-Day:

• 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 IAT
• Accountable for ensuring punctual embarking and disembarking activities for departing and arriving aircraf
• To follow all GGS’ SOPs and comply with all UK / EU legislation as well as Airport Authority and our customer airline security requirement
• 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.

Qualifications, Behaviours & Experience:

• Clear UK Criminal Record Check (Ability to provide overseas Criminal Record Checks if applicable)
• Access to your own transportation/ public transport for early and late shifts
• Willingness to provide 5-year security vetting checks to obtain a Full ID Pass at London City Airport
• Eligibility to work in the UK with valid ID
• Ability to work under pressure and to fast turnarounds
• Experience working with a premium brand
• Strong customer service skills
• Strong team approach
• Ability to clearly and accurately interpret and communicate relevant and information