Gatwick Ground Services (GGS) provide airport ground operations at London Gatwick and London City Airports. As a wholly owned British Airways subsidiary, we take great pride in delivering the same impeccable customer service and fully comprehensive training. We are proud to deliver the highest standard of ground handling to British Airways and our other airline partners.
Gatwick Ground Services was established in 2016, to support the ramp operations of British Airways at Gatwick. Following its success, the company branched into Aircraft Cleaning in 2018. In 2020, Passenger Services formed the newest department within the GGS business to provide an all-round ground handling option.
Our operations across two stations support British Airways, Air India, Iberia Express, Qatar Airways, Singapore Airlines, and Vueling Airlines, providing a complete ground handling solution.
It's an exciting and fast-paced life when you're working in some of the world's most important travel hubs, and you'll be part of a global gateway connecting with people from all walks of life and helping to make each and every journey original and unique.
Whether you are a welcoming face at check-in, have a keen eye for aircraft appearance, or thrive in a detail-oriented fast-paced ramp environment, a job at Gatwick Ground Services is yours to make.
When you join the Gatwick Ground Services team, an exceptional travel experience from the ground up starts with you.
The role:
Passenger Services Agent
The first to greet passengers to the airport, the role of the Passenger Services Agent covers all front of house and above wing tasks to ensure a smooth and seamless passenger journey throughout the airport.
Your shifts will vary between early and late start times; currently, the earliest start time being as early as 04:00 and the latest finish time being as late as 22:30. Your shifts will run on a rolling pattern of 4 days on and 2 days off. 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.
We are currently offering a fixed-term contract until 31st October 2025 with the possibility of an offer of a permanent contract at the end of this period.
Please note, successful applicants will be invited to our recruitment partner's office, One Resourcing, for an Assessment & Interview Session.
What you'll do:
* Host our customer airline passengers and 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.
* Deliver exceptional customer service to our customer airline passengers in the Lounge including welcoming, hosting, resolving issues, exploiting ancillary revenue opportunities, and taking payment.
* Assist transfer customers to meet their flight connections, making alternative arrangements as required.
* Assist customers in the International Departures Lounge with any flight queries they may have, including support for any on-load or off-load issues.
* Restore all mishandled baggage and lost property to customer airline passengers.
* Record all information via PIR or direct entry into the Bahamas system for lost and found bags including their contents with their value and basic claim.
* Reunite passengers with lost/mishandled baggage via dispatch to their home address.
* Arrange the disposal of unclaimed articles and storage of confiscated items in line with GGS and customer airline processes and procedures.
* Process and handle excess baggage fees and payments from our customer airline passengers.
* Handle flight reservation changes and new reservation sales for our customer airline passengers.
* Deal with difficult conversations tactfully and efficiently with offloaded, stand-by, and other disrupted passengers; helping to arrange hotel accommodation, re-routes as required, and PIR completion.
* Assist passengers at self-service check-in kiosks and drop luggage at appropriate drop-off points.
* Inspect and verify passenger documentation such as passports, visas, and ESTA.
* Follow procedures for passengers with regard to the acceptance of Dangerous Goods in accordance with the regulations laid down by the ICAO and IATA.
* Ensure punctual embarking and disembarking activities for departing and arriving aircraft.
* Follow all GGS' SOPs and comply with all UK/EU legislation as well as Airport Authority and our customer airline security requirements.
* 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. Share knowledge and own experience with colleagues and act in a cooperative manner to ensure customer service is continuously improved.
* Consistently demonstrate a high standard of appearance and timekeeping to maintain the visual and professional status of GGS.
* Complete any related tasks allocated by the Passenger Services Officers and Passenger Services Duty Managers.
What you'll bring to Gatwick Ground Services:
* Good communication and influencing skills, both verbal and written.
* Ability to prioritise in a fast-paced environment and manage workload to deliver to tight deadlines.
* Ability to clearly and accurately interpret and communicate relevant information.
* Ability to establish credibility quickly by building effective working relationships.
* Resilient and tenacious; able to pursue goals in the face of obstacles.
* Strong team approach.
* Pragmatic and solution-focused.
Your experience:
* Ideally, you will be able to demonstrate previous ground handling experience or alternatively previous experience with the airline/travel industry.
* Knowledge of an additional European language would be desirable.
* A good working knowledge of Airlines and Airport Regulations.
* Excellent customer service and communication skills.
* Keyboard skills.
* Must be flexible.
* Must be able to obtain and retain a full airside pass including a satisfactory criminal record check.
What we offer:
Salary £23,235.91 (£11.92ph) plus £2,280.00 additional annual shift pay.
Overtime paid at time and a half during the week, and double time at weekends and Bank Holidays.
We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary.
Key benefits include:
* After successful completion of your probationary period, you will have access to discounted flights known as hotline fares, standby tickets, and concessions with British Airways and other code share airlines.
* Health benefits including a free winter flu jab and access to the HSF Health Plan.
* Cycle to work scheme.
* Free staff parking.
* Discounts on public transport and airport food vendors.
* A generous leave allowance, increasing annually for the first 5 years of employment.
* Pension scheme.
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.
Inclusion & Diversity
At Gatwick Ground Services, we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us, and we recognise that all our colleagues are uniquely different and bring their own originality, creativity, and identity to work.
Inclusion and diversity are a key driver of innovation, and we're committed to creating a culture where everyone feels that they can be themselves. We're looking for people from all backgrounds and cultures to join us and be a part of our journey as we continue to assist with connecting Britain with the world and the world with Britain.
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