Customer Service Agent - Baggage Officer Edinburgh, Scotland
Job description
Overview
People. Passion. Pride. This is what has driven our teams since 1833.
Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 200 locations in over 37 countries, across six continents. But at the heart of our business is our people. If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey.
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.
Candidate Requirements
- 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 & 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.
