Airline Customer Service Agent jobs

Excess Baggage is a leading provider of baggage services within airports and rail stations globally. For over 30 years, we’ve supported travellers with secure baggage storage, shipping services, and a range of travel essentials, helping make their journeys smoother and more convenient.

The Opportunity

We are currently recruiting full-time Customer Service Agents to join our team at Luton Airport. Our operation runs from 4:00am to 10:00pm, so flexibility is essential. This role is 40 hours per week, working 5 days out of 7. Shifts include weekends, early starts and late finishes, reflecting the demands of a busy airport environment.

Working in a fast-paced, customer-focused environment, you will be the first point of contact for passengers using our services. You will take the time to understand each customer’s needs and deliver a high standard of service from start to finish.

As well as welcoming customers into the store, you will actively guide them through our range of services, including baggage wrapping, left luggage, lost property and retail products. This is a hands-on role that combines service, advice, and sales within a dynamic airport setting.

What We’re Looking For

• Previous experience in a customer-facing role, ideally within a fast-paced environment
• Confidence in dealing professionally with a wide range of customers
• Strong communication skills and a proactive approach

Our Values

• We put our customers at the heart of everything we do, aiming to anticipate their needs and consistently exceed expectations.
• We value teamwork and encourage a diverse, inclusive workplace where everyone’s contribution is recognised.
• We act with honesty and integrity, building trust through fairness, respect, and accountability.

Pay and Benefits

• £12.71 per hour, plus commission
• Birthday leave
• 29 days annual leave including bank holidays, increasing with service
• Company sick pay
• Employee referral programme
• Staff discount

*Please note due to the high volume of applications we receive, we are unable to respond to every applicant individually. If you have not heard from us within two weeks of applying, please assume that your application has not been successful on this occasion.

Job Types: Full-time, Permanent

Pay: £12.71 per hour

Expected hours: 40 per week

Benefits:

• Referral programme
• Sick pay
• Store discount

Ability to commute/relocate:

• Luton Airport: reliably commute or plan to relocate before starting work (required)

Application question(s):

• This role involves rotating shifts between 4:00am and 10:00pm, including early starts, late finishes and weekends. Please confirm that you are able to work these varying shift patterns.

Experience:

• Retail sales: 1 year (required)

Work Location: In person