Customer Service Agent - Part Time

Dnata Ltd; Greater London; On-site; GBP 21,000 - 26,000; Full time

Job summary

dnata is seeking a Passenger Service Agent at one of the world’s busiest airports to be the friendly face travellers rely on from check-in to boarding.

You’ll welcome passengers, verify travel documents, and process baggage with warmth and professionalism. You’ll support travellers through delays and disruption, help manage safe, on-time boarding, and collaborate with gate teams and ground crew to keep passenger flow smooth, while upholding safety and security standards.

Qualifications

• Customer service experience in hospitality, retail or transport.
• Excellent communication skills and ability to explain procedures clearly.
• Flexibility to work early mornings, late evenings, weekends and bank holidays.
• Confidence using computer systems and learning new ones while juggling multiple platforms.
• Strong commitment to safety and aviation security procedures.
• Fluent written and spoken English.

Responsibilities

• Welcome and check in passengers with warmth and professionalism
• Check travel documents carefully and accurately, making sure passengers meet entry and travel requirements
• Process baggage efficiently and in line with procedures
• Support passengers through delays and disruption, turning difficult moments into positive experiences
• Manage safe, efficient boarding so flights depart on time
• Work closely with gate teams and ground crew to keep passenger flow running smoothly

Skills

Customer service

Communication skills

Shift flexibility

English proficiency

Tech-savvy

Aviation security awareness

Job description

Start your aviation career at one of the world's busiest airports

As a Passenger Service Agent with dnata, you'll be the friendly, reassuring face of the airport for travellers from all over the world. From the moment passengers reach the check-in desk to the moment they board, you'll help make their journey smooth, safe and stress-free.

We're looking for someone who enjoys working with people, stays calm when plans change, and is energised by a fast-moving airport environment.

What you'll do

• Welcome and check in passengers with warmth and professionalism
• Check travel documents carefully and accurately, making sure passengers meet entry and travel requirements
• Process baggage efficiently and in line with procedures
• Support passengers through delays and disruption, turning difficult moments into positive experiences
• Manage safe, efficient boarding so flights depart on time
• Work closely with gate teams and ground crew to keep passenger flow running smoothly

What we're looking for

• Customer service experience, ideally in hospitality, retail or transport
• Excellent communication skills, with the ability to explain procedures clearly and handle challenging situations diplomatically
• Flexibility to work a variety of shifts, including early mornings, late evenings, weekends and bank holidays, to support 24/7 airport operations
• Confidence using computer systems, and comfort learning new ones while juggling several platforms at once
• A strong commitment to safety and security, with an understanding of the importance of aviation security procedures
• Fluent written and spoken English to a professional standard

It would be great if you have

• Previous experience in an airport, airline or travel environment
• Knowledge of departure control or reservation systems
• Additional languages, especially European languages, Hindi, Arabic or Mandarin
• Formal customer service or hospitality qualifications, or conflict resolution training
• The ability to stand for extended periods
• Experience working in multicultural environments

Why join dnata

• Safety first: safety is our number one core value, and it shapes everything we do
• Grow with us: training and development opportunities across the global dnata network
• An inclusive team: colleagues from dozens of nationalities and backgrounds
• Great benefits: including a pension scheme and health benefits
• Never a dull day: every shift in aviation is different
• Real impact: you'll help create positive travel memories for thousands of passengers
• A respected name: work for a globally recognised leader in aviation service