Passenger Service Agent

Job Title: Passenger Service Agent - Heathrow Airport

Are you passionate about providing excellent customer service and looking to take the next step in your aviation career?

We're currently seeking a Passenger Service Agent to join our client's welcoming and professional team based at Heathrow Airport. This is a fixed-term contract for two years, with the possibility of becoming permanent based on performance and business needs.

Location: Heathrow Airport

Hours: 35 hours per week (early and late shifts)

Salary: £30,000 - £34,000 (depending on experience)

Important: To be considered for this role, applicants must be able to provide a 5-year checkable work/reference history to obtain an Airside Pass.

Key Responsibilities:

• Be the first and last point of contact for passengers, delivering a warm welcome and professional service at every stage of their journey.
• Perform check-in duties, ensuring all travel documentation and security requirements are thoroughly checked.
• Manage booking amendments, process payments, and respond to ticketing enquiries at the ticket desk.
• Assist with special services, including VIP meet-and-greet arrangements.
• Prepare for departures and arrivals, including gate coordination and passenger reconciliation.
• Supervise check-in areas and support check-in staff where needed.
• Monitor flight status and take appropriate action, especially for connecting passengers.
• Handle Lost & Found and baggage service enquiries.
• Complete general office tasks and ensure the workspace remains well-organised.

What We're Looking For:

• Strong communication and customer service skills, with the ability to engage confidently at all levels.
• Excellent attention to detail - you'll be dealing with vital travel documentation and bookings.
• Good time management and the ability to stay calm under pressure.
• High level of professionalism and confidentiality.

Desirable Skills & Experience:

• Ability to make decisions efficiently and work on your own initiative while supporting team goals.
• GCSEs (or equivalent) in Maths and English (Grade C or above).
• NVQ or certificate in Customer Service or equivalent.
• Previous experience in an airline or ground handling environment is a strong advantage.
• Knowledge of Japanese is a plus.

If you're a team player who thrives in a fast-paced airport environment and you're ready to represent a leading travel brand, we'd love to hear from you! Apply now and take off with your new career.