Customer Care Agent

Abm; Hounslow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading airport services provider is seeking a Customer Service Agent at Heathrow Airport. The role involves assisting passengers throughout their journey, ensuring comfort, and providing exemplary service. Ideal candidates have experience in customer service and strong communication skills. This full-time position offers various shift patterns with pay at £ per hour. Comprehensive benefits include 24/7 GP access, mental health support, and innovative perks. Candidates must pass a DBS check and provide 5 years of reference information.

Benefits

24/7 GP access

Mental Health support

Get Fit Programme

Cycle to work scheme

Financial and legal support

Employee perks app

Qualifications

• Previous experience in Customer Services, ideally in a customer-facing role.
• Must have the right to work in the UK.
• Must pass a DBS check.
• Must provide 5 years’ reference information.
• Must be over 18 years of age.

Responsibilities

• Assist passengers throughout their airport journey.
• Ensure wheelchairs are replenished and distributed.
• Greet and assist passengers, explaining processes.
• Provide manual lifting assistance as required.
• Complete incidental reports for any issues encountered.

Skills

Excellent communication skills

Flexibility

Interpersonal skills

Energy / Drive

Job description

LOCATION : Heathrow Airport

SHIFT PATTERN :

Earliest start is 4am and finish could be 11 pm so candidates must be able to get to work for 4am and stay till 11pm (various shift patterns)

WORKING HOURS :

40 HOURS PER WEEK

PAY RATE :

£ per hour

Purpose :

To assist passengers requiring assistance throughout their airport journey.

Key Responsibilities :

• Collect passengers from their arrival point at the airport to escort them through security, passport control and onwards to their boarding gate.
• Ensure wheelchairs are replenished and well distributed throughout the terminals and storage points.
• Collect arriving passengers from the aircraft, take them through immigration, passport control and onwards to the baggage hall to identify their baggage. Assist the passengers through HM customs into the arrivals hall and with any onwards travel needs.
• Greet passengers always ask what assistance is required, explain the process to the passengers and prepare them for airport procedures.
• Assist passengers that are transferring flights
• Communicate to the control and supervisor team recording any additional passengers.
• During delays or disruption liaise with the control and supervisor team along with airline and handling agents to ensure that passengers are kept up to date.
• Use equipment safely and professionally.
• Provide manual lifting assistance as required.
• Record progress of the passenger using the Personal Digital Assistant issued.
• Be responsible for all Company equipment issued to you on a daily basis
• Complete an incident / Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).
• Provide legendary service to all passengers
• Wear uniform correctly
• Follow correct sign in / out process

Carry out any reasonable task requested. This description is an outline of the role, and it is expected that key tasks will vary with the demand of our client and operation base.

Required Experience for the Customer Service Agent role :

• Previous experience of primarily working within Customer Services ideally in a customer-facing role
• The ideal candidate will have excellent communication skills
• Must have the right to work in the UK
• Must pass a DBS check
• Must be able to provide 5 years’ reference information
• Must be over 18 years of age

Desirable Skills for the Customer Service Agent role :

• Excellent communication & interpersonal skills
• Flexibility
• Innovative
• Achievement orientated
• Energy / Drive
• Courteous
• Patient and understanding
• Security Aware

Benefits

We’re proud to offer a great range of benefits including :

• 24 / 7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find :
  • Perks : discounts, gift cards, cashback, and exclusive offers
  • Life : Search for resources and tools on topics ranging from family and life to health, money and work
  • Support : Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our

About ABM :

ABM (NYSE : ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue‑chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information, visit.

EEO Statement:

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.