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Job Title: Passenger Services Agent
Location: Heathrow Airport Terminal 3
Salary: £30,000 - £34,000 D.O.E
Main Purpose of Job: Ensure passengers and their luggage safely board the aircraft on time while delivering unparalleled customer service.
Key Tasks:
- Provide a warm welcome and positive experience for passengers, often being the first or last person they meet on their journey.
- Perform Passenger Service duties for both arrival and departure flight handling, including:
- Check-in passengers, ensuring security compliance and accurate document checks.
- Manage the Ticket Desk, collect monies, book and amend itineraries, and handle general ticket enquiries.
- Arrange meet and greet services for VIPs.
- Prepare for departure flights, including seat planning.
- Prepare for arrival flights and manage departure gate reconciliation.
- Host and supervise check-in facilities and staff.
- Manage flight operations, including monitoring flight status and taking necessary actions for connecting flights.
- Handle Lost & Found enquiries and baggage services.
- Perform general office housekeeping and tasks.
Essential Skills, Knowledge, and Experience:
- A proactive approach to customer service, greeting, helping, and reassuring passengers to the highest level while handling any flight-related questions.
- Computer literate (MS Word and Excel) with the ability to learn systems and processes to a high standard.
Desirable:
- Proficiency in Japanese.
- Efficient and effective decision-making skills and the ability to take initiative while working effectively as part of a team.
- GCSE Maths & English grade C or above, or equivalent.
- Certificate or NVQ qualification in customer service, or equivalent.
- Previous airline/ground handling experience.
Hours of Work:37.5 hours per week, including shift work and weekends, according to a rotating roster drawn up by the Departmental Manager. Earliest start of 5am and latest finish of 8pm
Benefits:- 24 days of annual leave increasing to 25 days in the 2nd year of service (public holidays are given in addition to annual leave)- Discounted private medical cover with Aviva- Defined Contribution Pension with Aviva- Group Life cover- Discounts on flights- and more
