Customer Service Agent

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 lowing 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. In 2023 we expanded our operation to cover Customer Services and Operations at London City Airport.

Our operation across two stations supports British Airways, Air India, Aurigny, 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.

Working for GGS at London City Airport, you will be a brand ambassador providing exceptional customer service to passengers flying with BA Cityflyer and Aurigny.

• Contract: 30 hours per week, fixed term until 31st October 2026 with the possibility of an offer of a permanent contract at the end of this period
• Hours:Earliest Start = 04:30am – Latest Finish = 21:00pm (will be required to work some weekends)
• Pay Rate:£13.42 per hour (overtime = time and a third for any hours worked over 37.5 hours per week)
• Uniform:Ozwald Boateng British Airways Uniform
• Course
  
  Start Date:
  
  9th March 2026

The role of the Customer Service Agent is multi-skilled to allow flexibility in the operation. The role covers all front of house, customer service above the wing tasks to ensure a smooth and seamless passenger journey through London City Airport.

Candidates who do not currently possess all the necessary skills for this role will be given relevant and appropriate training to ensure that they are multi-skilled as soon as possible.

We are looking for agents who are passionate about delivering excellent customer service and being a brand ambassador for the flag carrier of the United Kingdom.

• 5 years worth of satisfactory references to obtain an airside pass.
• The ability to work accurately under pressure
• Able to demonstrate excellent communication skills
• A satisfactory criminal record check
• Able to travel to London City Airport for shifts starting as early as 04:30am
• Excellent communication and passion for delivering exceptional customer service.

• To host our customer airline passengers and to 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
• Assist passengers at self-service check-in kiosks and to drop luggage at appropriate drop off point
• Inspect and verify passenger documentation such as passports, visas and ESTA
• To follow procedures for passengers with regard to the acceptance of Dangerous Goods in accordance with the regulations laid down by the ICAO and IATA
• Accountable for ensuring punctual embarking and disembarking activities for departing and arriving aircraft
• To follow all GGS’ SOPs and comply with all UK / EU legislation as well as Airport Authority and our customer airline security requirements
• To forge professional and effective working relationships with own team, other GGS departments, supervisors, airline…