Baggage Improvement Specialist, London LHR

Responsibilities

• Utilise various baggage tracking tools such as Merlin, Prime, Ultra/BRS & Vibes
• Proactively investigate and resolve bag issues and baggage reconciliation failures
• Participate in baggage meetings on operational issues, baggage performance, baggage problem resolution, baggage delivery performance, etc.
• Generate reports and analyze data on airport performance for multiple users within the organization
• Preparing and giving presentations to many groups, including senior management
• Working closely with the American Airlines Hubs, oneworld Carriers, partner airlines and other stakeholders to improve the overall customer experience – focus on baggage
• Work together with the Training Instructors to develop the best training package for new hires & refreshers
• Investigate any processes that impact the baggage performance (not limited to LHR Baggage)
• Carry out any other reasonable duties consistent with the post.
• Be able to proactively identify and act upon changing needs of the baggage teams
• Show adaptability and have a willingness and desire to drive change
• Have confidence, ability to build credibility and working relationships
• The ability to work in a pressurized environment with minimum supervision
• Have a reliable and flexible approach to working hours (weekends, bank holidays, early and late start and finish times)
• Excellent interpersonal skills for dealing with internal and external stakeholders
• The ability to influence decision making
• The ability to work using own initiative and demonstrate a solution orientated approach
• The ability to work as part of a small team or on your own
• The ability to organize, track, and complete projects of sometimes considerable complexity
• Strong communication skills (written, listening and verbal)
• Strong customer focus
• Intermediate computer skills (Word and Outlook)
• Strong working knowledge of SABRE/Qik RES
• Strong working knowledge of Vibes, Merlin and other baggage tracking software
• Ability to multi-task and prioritize demanding and conflicting workloads
• Ability to learn quickly and absorb new information
• Ability to travel to other international locations if and when required

Preferred Qualifications

• Hold a valid BAA airside pass or have the ability to obtain one
• Completed GSAT training or have the willingness to do so
• Previous knowledge of Heathrow airport and ramp/baggage operations
• Basic knowledge of Health & Safety Regulations
• Hold both a valid EU and HAL airside driving license or have the willingness to obtain them
• Knowledge of Company’s policies and procedures or willingness to learn

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