Worldwide Flight Services
Office Agent
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Office Agent
Department: Operations
Employment Type: Permanent - Full Time
Location: London Heathrow
Reporting To: Operations Manager
Compensation: £32,866 - £46,817 / year
Description
Step into the heart of cargo logistics – where every shipment tells a story!
Are you a hardworking and committed individual who is keen to work for a global business?
Do you have knowledge or experience in the freight and cargo business?
If so, WFS has an exciting opportunity for you to join our Office Agents Team at London Heathrow.
As an Office Agent, you will play a crucial role in facilitating the operations smoothly and ensuring effective communication between the various stakeholders involved in the freight and cargo transportation process. You will be responsible for providing essential administrative support diligently and timeously for all freight and cargo movement while adhering to strict security and safety regulations.
Applying for this position means you are ready to take the next step in your career and contribute to a dynamic and fast-paced environment and become part of our dedicated team at the forefront of the cargo industry.
Reward and Package
- Contract Type: Full-time, Permanent
- Employee Assistance Programme: including access to the We Care service for wellbeing support
- Performance Appraisal & Development: structured management process to help you grow and progress
- Recognition & Rewards: celebrating achievements and contributions
- Other Benefits: Car parking onsite
Your Main Responsibilities
- A point of contact for customers to provide assistance with enquiries and resolve any issues that may arise during the shipping process.
- Process inbound and outbound flights and coordinate with carriers, managing the driver’s reception, warehouse and parties involved in the transportation chain to schedule pickups, deliveries, and shipments.
- Track shipments in transit and provide updates to customers as needed.
- Ensure all documentation and recordkeeping is accurately maintained and that shipping documents for import and export comply with regulatory requirements and company policies.
- Capture data entries into WFS and other airlines computer systems.
- Report on discrepancies and damages, providing general administrative tasks and ensuring all industry regulations, customs requirements, and shipping laws are compliant against legal and regulatory standards.
- Resolve any service issues that may arise during the shipping process via telephone or email.
- Build relationships and liaise with customer airlines and their customers.
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To Be Successful in This Role You Will Need:
- Excellent command of the English language in both written and verbal communication to effectively communicate with team members, supervisors, and external stakeholders.
- Customer Service experience is key to this role.
- Attention to detail when providing administrative support with strong organisational skills.
- Basic IT skills required to capture relevant information on the various airlines dedicated computer systems.
- Multi-tasking ability and the need to remain calm under pressure and to work against tight deadlines.
- Air cargo knowledge is desirable to understand the industry requirements.
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Please note that if you are offered this position, you will be subject to a background check including a criminal record check, 5-year employment history, and a drug & alcohol test.
Our Values
Safety
- Always look out for our own and each other's safety.
- Proactively identify safety risks, hazards, and unsafe behaviours promptly and courageously.
- Comply with all relevant safety regulations and standards at all times.
- Learn from mistakes and share that learning.
Customer Focus
- Delight customers by actively anticipating their needs, concerns, and preferences.
- Offer alternative "yes" solutions to "no" situations.
- Deliver service excellence and always aim to exceed customer expectations.
Respect
- Appreciate everyone's background, cultural values, and opinions at all times.
- Actively listen and understand other's intent and point of view, especially during disagreements.
- Build trusting relationships, demonstrate empathy, and care for others.
Excellence
- Always do the right thing. Do it right the first time.
- Demonstrate extreme ownership: See it, Own it, Solve it.
- Adopt a growth mindset: keep learning, stay agile, be resilient.
- Set high expectations, embrace innovation, and practice continuous improvement.
Teamwork
- Prioritise SATS Group's interests over one's own and department needs.
- Proactively share resources, ideas, and information constructively.
- Build on each other's strengths and ideas to achieve win-win outcomes.
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