Service Desk Agent

GH London Ground Handling Services Ltd are looking for Service Desk Agents with previous ticketing experience

Key Responsibilities

• The Service Desk Agent is a vital role in providing passengers with support at the airport with reservations/ticketing issuance, payments for additional services, and first point of call for all flights disruptions
• Handle and fulfill reservation and ticketing requests for travel, including booking, payment collection and ticket issuance
• Processing of payments for airport ancillary services e.g. Last Minute Upgrades, Excess Baggage Payments, Seat Selections etc. Ensuring Gh London cash handling practices and GDPR guidelines are adhered to
• Assist with relocation and re-booking of passengers affected by service disruption such as delays, cancellations, diversions, etc
• Work closely with partner airlines to manage administrative tasks i.e. daily sales, banking etc
• Provide clear advice and guidance to passengers affected by flight disruptions on the options available to them
• Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work
• Co-operate with managers & supervisors in order to allow them to perform or comply with any legal requirements imposed on Gh London
• Inform their managers/supervisors of any work situation, equipment or activity that represents a serious or immediate danger to health and safety
• Report any hazards, near misses, incidents, accidents or dangerous occurrences to their manager/supervisor, who will then follow the procedures contained in this manual
• Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures
• Fully understand GH London's health and safety policy
• Attend training courses as may be arranged by Gh London

• Excellent customer service skills
• Excellent written and verbal communications skills
• Able to work well as part of a team with good organisation and time management skills
• A team player with excellent interpersonal, communication and influencing skills
• Calm and patient demeanor, with the ability to deal with irate passengers in an effective manner whilst under pressure
• Ability to work under pressure on last minute reservations & ticketing issues
• Strong communication
• Preferably face to face customer service experience
• Absolute attention to detail
• An optimistic outlook and a genuine 'happy to help' attitude
• Being flexible - unfortunately sometimes things don't always go to plan - cancellations, delays, staff sickness etc. - a willingness to be a team player and help the company out so that we can always deliver on our promise
•  You must be flexible and be able to work a 6 on 3 off shift pattern (3 earlies & 3 lates)
• Must have experience using Skyspeed software
• Must have previous ticketing experience

GH London Ground Handling Services Ltd is a trusted provider of professional ground handling services at London’s major airports. With a focus on operational excellence, safety, and customer satisfaction, they deliver world-class support to airlines and passengers, ensuring a seamless airport experience.