Overview
Baggage Services Agent
Location: Edinburgh Airport
Pay: £14.12 per hour
Contract: 37.5 hours per week, Fixed Term until 31st October 2025
*There may be an opportunity for it to go permanent
You must be fully flexible and able to work a varied shift pattern
Swissport is looking for dedicated professionals to assist customers with missing or damaged baggage, providing calm and reassuring support during stressful situations.
As a Baggage Services Agent, you will work collaboratively with other departments to reunite passengers with their delayed baggage, utilizing our advanced systems to locate and deliver baggage efficiently.
You will support customers who have left property onboard aircraft, arrived without baggage, or need repairs or replacements for damaged baggage.
Responsibilities
* Deliver world-class customer service as the first point of contact for lost, delayed, or damaged baggage reports
* Provide first-class service following airline partner procedures
* Coordinate with various departments and airlines globally
* Use industry-wide tracing software to locate missing baggage and record damages
* Communicate regularly with customers via phone and email
* Assist in rerouting baggage for missed flights to support departing passengers
* Safeguard passenger property in our care
* Arrange baggage delivery in accordance with airline agreements
* Document found or lost property clearly for customer tracing
Qualifications
* Passionate about delivering exceptional customer service
* Committed to continuous improvement
* Minimum of three GCSEs or equivalent qualifications
* Fluent in spoken and written English; additional languages are a plus
* Flexible with shifts including days, evenings, nights, weekends, and holidays
* Able to park at the airport or use public transport (note early/late shifts may affect transport options)
* Computer literate and willing to learn airline-specific systems
* Follow processes with flexibility and work independently or as part of a team
* Physically capable of lifting up to 32kg over short distances
* Experience with World Tracer is preferred but training will be provided if not
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