Baggage & Ticketing Agent job at Edinburgh Full Time

Responsibilities:

• Assist passengers with self-service check-in kiosks
• Inspect and verify passenger travel documentation
• Issue boarding passes and support passengers affected by flight disruptions, delays, cancellations, or denied boarding situations
• Arrange hotel accommodation, transport, and meal vouchers in line with airline policies and requirements during disruption situations
• Manage passenger baggage processing including baggage acceptance, fee calculation, and excess baggage handling where applicable
• Provide assistance and support for passengers with special requirements and reduced mobility
• Handle passenger reservations, ticketing enquiries, and general travel-related customer service requests
• Support airline operations during disruption recovery and irregular operations
• Assist customers with baggage-related queries including delayed, damaged, and missing baggage claims in accordance with baggage handling procedures
• Provide basic baggage services support and customer assistance at baggage service desks when required
• Produce and maintain accurate work-related documentation and reports
• Operate airline and airport systems including ticketing, baggage, and airline-specific software
• Assist colleagues across other airport terminal areas where operationally required
• Maintain a professional, customer-focused approach at all times
• Comply with all relevant aviation legislation, airport regulations, and security requirements
• Comply with Swissport Standard Operating Procedures (SOPs)
• Maintain the highest standards of safety, security, and customer service
• Undertake additional duties as assigned by management

Qualifications:

• A minimum of three GCSE’s or equivalent
• Flexible to work a variety of shifts (days, evening, nights, weekends, and public holidays)
• Ability to speak and understand the English language
• Ability to travel to the airport at times where public transport is not available
• Excellent communication skills (written and verbal)
• Proficient in computer skills and able to learn Swissport (or airline specific) systems
• Ability to follow processes and procedures and apply flexible approach when required
• Able to demonstrate good customer service
• Commitment to continuous improvement
• Self motivated and able to work independently
• Previous experience working in an aviation environment is desired
• Ability to speak additional languages desirable

• Satisfactory completion of three years continuous service (typically)
• Attainment of competency in all basic, intermediate and advanced tasks and duties
• Understanding and acceptance of the requirement to undertake additional duties and responsibilities associated with the seniority of this role
• Further progression / promotion – subject to successful application to job vacancies arising