Passenger Services Agent - Baggage Services

At PrimeFlight UK we take pride in our part of enabling our customers to make the right connections at the right time. We believe that it’s the small things that matter - details, improvements and investments that make a collective difference for our customers, employees, partners, and the world we live in. If you would like to be part of this service, putting our customers at the centre of what we do, then we would love to hear from you about joining our team. As a Baggage Agent with PrimeFlight, you will play an essential role in delivering safe, efficient, and customer-focused baggage services for our partner airlines. You will be responsible for handling, tracking, and processing passenger baggage while maintaining PrimeFlight’s high standards for safety, professionalism, and service quality. Role Responsibilities: Create and process Passenger Irregularity Reports (PIRs) using WorldTracer for all partner airlines Assist in locating, processing and tracking delayed, lost, or short-shipped baggage Coordinate with local courier services for baggage deliveries and ensure accurate documentation Send and respond to forward messages and communications with other stations regarding mishandled luggage Maintain awareness of airline-specific policies and ensure compliance with all safety and security procedures Work collaboratively with ramp teams, customer service agents, and airline representatives Perform additional duties as assigned by supervisors or management Complete processes and activities, in accordance with both CAA and DfT regulations and Airline(s), Airport(s) and company procedures. To ensure the overall Passenger experience of passengers handled by PrimeFlight UK Limited is of an exceptional standard at all times. Complete boarding process for passengers and their baggage, in accordance with European Aviation Safety Agency and the CAA regulation and in line with the Airline(s) policies, procedures and requirements. Work cohesively as part of the team so as to maximise co-operation leading to the efficiency and effectiveness of the operation. Ensure effective communication with other departments as to maximise co-operation leading to the efficiency and effectiveness of the operation. Ensure a record of any incidents/accidents involving customers, staff, equipment & aircraft are reported immediately to your line manager. Ensure all paperwork and administrative duties are completed in a timely manner and relevant information is forwarded where appropriate. What were looking for? Excellent verbal communication and customer service skills Ability to remain calm and professional under pressure and in face-to-face situations Ability to work autonomously Flexible, positive, and team-oriented attitude Knowledge of short-shipped baggage procedures (preferred) Experience using WorldTracer or similar baggage-tracing systems (preferred) Ability to perform heavy lifting (up to airline-required weight limits), prolonged standing, and physical activity Ability to work in a fast-paced environment and handle physically demanding tasks Why Join Us? Company pension Cycle to work scheme Employee discount Free parking Health & wellbeing programme Referral programme PrimeFlight UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees