Customer Service Baggage Tracing Agent

Location: Manchester Airport

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

Salary: Starting £11.50 an hour

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% - £15.74 - £17.25 an hour

Hours: We operate 24 hours, 7 days a week so there will be various shift start / finish timings operating on 3 on 3 off shift pattern.

Shift time: 10:00-21:30 and 12:30-00:00

Other Benefits:

• Ø Free on-site parking whilst on duty
• Free Airport parking when you go on holiday (subject to availability and pre-booking)
• Company Pension scheme
• Full uniform provided in training
• On-site discounts and heavily discounted staff shop
• 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.
• Monitoring inbound emails

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.

This position is subject to a previous 5-year Employment/Educational reference history (preferably with no date Gap’s greater than 28 days), a previous 5-year Residential history and a clear Criminal Record Check (DBS) in line with Department for Transport requirements within Aviation.

More information on this can be found at: www.gov.uk/request-copy-criminal-record

COVID-19 considerations:

Guidance and recommended control measures are sourced and adopted directly from Public Health England and the GOV.UK website

Job Types: Full-time, Permanent

Salary: From £11.50 per hour

Benefits:

• Company pension
• Employee discount
• On-site parking

Schedule:

• 12 hour shift

Experience:

• Customer service: 3 years (required)

Licence/Certification:

• Driving Licence (required)

Shift availability:

• Day shift (required)
• Night shift (required)

Work Location: In person