O RGLEV EL –

ROLE TI TLE – GROUND OPERATI ONS AGENT – GROUND OPERATIONS AGENT

ROLE PURPOS E – ENSURI NG DELI VERY OF SAFE AND PUNCTUAL GROUND OPERATI ON FOR CUSTOMERS AND THEI R G R A D E–G O A 20 2 0
BAGGAGE JOB REF –
DI RECTORATE – HEATHROW - TURNROUND OPERATI ONS REGION - UK
J OB FAMI LY - OPERATI ONS
Scope – On the day responsibility for delivery of Turnround
activities for the below wing operation including on the day
…continued My core traits Key enablers:
delivery of the baggage handling operation at LHR including • Strong understanding of
baggage build and supporting other key baggage tasks such as • Provide a differentiated service I am passionate about delivering a safe operation. I am airport systems
out of gauge (OOG) and off-load support to our premium passionate about delivering for our customers. I pride myself on • Specialised baggage handling
customers by delivering premium my ability to problem solve always looking for innovative solutions and security training e.g. AAA
Accountabilities baggage build and offload that can lead to an improvement for the customer, supported by • Specialised training
• Uncompromising in safety, security, process and support functions my colleagues where required. I am proactive and am happy • Performance management tools
regulatory requirements • Utilising and operating key working on my own or in a team. I enjoy being out doors • Specialisms within role e.g.
Ground Safety whatever the weather and keep fit enabling me to comfortably do Turnaround Operations, Ramp
• Preparing aircraft for arrival, departure and turnround
Equipment around the LHR manual handling activity. Support, Aircraft loading
activities operation and campus • Development opportunities
• Preparing aircraft stand for arrival, departure and • Role model behaviours
Skills / capabilities within role
turnround activities providing shadowing support and
• Strong verbal and written communication skills
• Loading and Unloading of customer baggage, cargo, mentoring colleagues as required
• Excellent teamwork Key Performance Indicators
freight and approved items on to the aircraft
• Identify continuous
• Able to demonstrate flexibility when required
improvement opportunities,
• Delivery of customer baggage to and from aircraft to • Proactivity and a positive attitude
learning • Safety Compliance
designated collection/drop off points • Resilient to difficult situations
from causes of issues and delays • Customer Scores- NPS
• Undertake a range of airside logistics activities to ensure a
• Able to give and receive feedback to colleagues
• Undertake any other related • Short shipped bags
• Understands what drives customer satisfaction and behaviour
safe and timely arrival and departure of our aircraft tasks (as agreed / required) • Optimise bags built in the main hall
• Understands what drives excellent baggage customer baggage
• Work as part of the team to maximise customer service to deliver a safe, secure and • Chute falls
performance
effective customer baggage • Operational Performance e.g.
and operational performance and minimise “missed bags”. • Strong manual handling capability
operations at LHR Flight ready to go
• Undertake any other related tasks (as agreed / required)
• Operational Performance e.g.
to the ground activity required for a safe and secure Qualifications / experience Arrivals Delivery Performance (ADP)
Behaviours and attitude
arrival and departure of our aircraft • Aged 18 or over at the time of application • Customer and colleague
• Preparing customer baggage for departures – both main • Fluent in both spoken and written English Recognition
• I’m a role model for all BA • Hold a valid passport (with minimum of 12 months before • Attendance
baggage build and out of gauge operations through
brand behaviours and expiry date)
safe reconciliation processes
ways of working – I walk • Unrestricted right to live and work in the UK
• Delivery of empty ULDs into the baggage hall to ensuring • Ability to obtain and retain an airside pass
the talk
supply meets build demand
• I exude a can-do attitude • Full manual UK driving licence, 1 years driving experience
• Where required supporting baggage build at Head of Stand and no more than 3 points.
(best of BA)
across the Terminal 5 campus • Ability to be CAT 3 licence trained
• I’m flexible and agile, • The physical fitness to lift weights up to 32 kg.
• Carrying out safety checks and escalating and reporting always ready to adapt • Willing and able to work shifts covering 24 hours a day, 7
any issues seen. when things don’t go to days a week, 365 days a year
• Ensuring aircraft depart punctually whilst not plan
compromising safety • I’m an ambassador for