Customer Service Agent - Baggage Officer

People. Passion. Pride. This is what has driven our teams since 1833.

An exciting opportunity to work at Scotland's biggest and busiest airport with a wide variety of roles available.

Here at Menzies Aviation, Safety is our number 1 priority and after extensive training you will have the opportunity to work with some of the world's most famous airlines in both passenger and cargo operations.

Overview

Assist the Baggage Service Lead Agent in the assistance of passengers arriving into the airport with mishandled

baggage, handle customer complaints and other duties as assigned, ensuring customer service standards are

achieved and that Menzies aviation, airport and customer airlines policies and procedures are adhered to.

Main accountabilities include

• As part of the Baggage Services team you will ensure customer reports are dealt with in a timely manner
• You will process customer's mishandled baggage using an automated or manual system ensuring full compliance with regulatory, company and airline requirements.
• Liaise with customers face-to-face and also by telephone ensuring they are informed every step of the way
• Liaise with our airline customers and baggage delivery companies.
• Ensure you deal with disruption and irregularities with confidence and composure.
• Be able to consistently deliver the highest possible customer service, whilst promoting a professional image at all times.
• You will have the ability to drive through policies and procedures and represent the Company in a professional manner at all times.
• Ensuring that housekeeping is maintained in all areas
• Removal of unclaimed baggage from the reclaim baggage belt up to a maximum of 32kg in line with manual handling procedures.
• Maintaining and promoting a high standard of safe and secure working environment at all times.
• Provide support to FoH and gates operation when required including meeting inbound aircraft.
• Any other reasonable duty as requested by Front of House Manager or Station Manager

Qualifications and Experience

• Good verbal communication.
• A full 5 year work/unemployment/education history.
• Valid Passport
• Proof of National Insurance
• Proof of address
• Criminal Record Check and Airside Security Clearance

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.