Identity Management Officer

Heathrow; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading airport services provider in the City of London is seeking a Customer Service Representative to manage access within restricted airport areas. You will be responsible for verifying pass applications and ensuring exceptional service delivery. Ideal candidates will possess excellent communication skills, attention to detail, and experience in a customer-focused role. This position offers competitive pay and comprehensive benefits in a dynamic working environment.

Benefits

Performance-based annual bonuses

Market-leading pensions

Private health insurance

Generous annual leave allowances

Qualifications

• Experience in a customer service environment is essential.
• Proficiency in English required, additional languages are advantageous.
• Ability to work under pressure in a fast-paced environment.
• Skills in using Internet, email, and basic word processing.

Responsibilities

• Provide excellent customer service to all customers.
• Verify paperwork and ensure compliance checks are conducted.
• Input and maintain accurate data in the Heathrow IT systems.
• Undertake ID processes including issue and revalidation of passes.

Skills

Customer service experience

Proactive approach to customer service

Excellent English language skills

Intermediate computer skills

Attention to detail

Job description

Introduction

At Heathrow our purpose is to make every journey better and the Services team play a crucial role in this. We’re the ones who keep things moving for the millions of passengers who travel with us every year.

Together, we create a seamless experience across the whole passenger journey, from Heathrow’s road and rail network, to our award‑winning terminals and VIP offering. First and foremost, it’s about delivering excellent operational performance, every day. For those in Engagement and Solutions Delivery, it’s also looking for new ways to drive improvement and push the boundaries of the service Heathrow can deliver.

You’ll join a team that instinctively knows how to keep things flowing and what makes people tick. It’s about being friendly, focused and helpful – stepping in before you’re even asked. You’ll be working in a rewarding environment, with training and support so you can always be at your best and grow your skills. Most importantly, you’ll be given real accountability and a chance to take ownership. This is an opportunity to make your mark on the experiences of countless passengers.

Job Description

The main purpose of the role is to grant access to the restricted areas of Heathrow Airport in line with the Heathrow Security Standards and Department for Transport Statutory. The role will include both pass administration duties and the issuing of a pass. The successful candidate may also be required to cover other duties to support the operation when required. To deliver a customer focussed identity management service.

Your role will involve

• To provide excellent customer service to all customers and stakeholders; and maintain exceptional professional standards always
• To support our customers in their journey through pass application, verifying paperwork ensuring compliance checks are conducted and passes are issued
• Attention to detail to ensure that data is checked and inputted accurately into the Heathrow IT systems.
• Ensure that personal records, invoicing, and technical information is maintained to the required standard
• Undertake a range of ID processes including issue, revalidators and recording of pass types in accordance with ID centre policy

These Skills Are Essential

• Experience working in a customer service environment essential. Must demonstrate a proactive approach to customer service always
• Knowledge of DfT and Heathrow Security Standards desirable. Full training will be given
• Must be able to work under pressure within a fast‑paced environment whilst delivering excellence in service to customers and staff
• Excellent English language skills – additional languages advantageous
• Must have proven ability to successfully communicate professionally with people at all levels
• Must have an intermediate computer skill with ability to use Internet, email, word processing, spreadsheets, and databases
• Attention to detail and a high level of accuracy required when inputting data

About Us

There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you’ll discover a world full of fresh possibilities and come home buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance‑based annual bonuses and our longer‑term Share in Success Bonus plans, we also offer generous annual leave allowances and market‑leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.

Working location

This is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.

Sustainable Travel to work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work, and through our diversity networks, we champion inclusivity and celebrate individuality.