How you’ll make an impact:

• Assess, investigate, and resolve lost and damaged baggage claims within prescribed timeframes
• Deliver clear, fair, and customer-focused claim outcomes that align with company policy and legislation
• Manage recovery costs associated with baggage mishandling across the network
• Apply sound judgement when reviewing complex or high-value claims
• Work closely with internal stakeholders and existing external suppliers to resolve cases efficiently
• Maintain accurate records and documentation to support compliance and reporting
• Consistently demonstrate Manaaki, even in challenging or emotive customer situations.

What we’re looking for:

• Previous experience using DCS, Baggage Reconciliation, and WorldTracer systems
• Strong attention to detail and a high level of accuracy
• Understanding of relevant legal and regulatory frameworks, including IATA and the Montreal Convention
• Confident, adaptable problem-solving skills with sound decision-making ability
• Excellent written and verbal communication skills
• A proactive, self-starting mindset and a genuine commitment to customer care
• If you bring most of this experience, along with transferable skills and the drive to grow, we’d love to hear from you.

Hours of work:



This is a flexible, shift-based role. You’ll need to be available for rostered shifts and commit to a minimum of 80 hours per fortnight.