Lead Agent

ABM; Stanwell; On-site; GBP 32,000 - 33,000; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Get Fit Programme

Cycle to work

Perks at Work access

Job summary

ABM at Heathrow Airport is seeking a Lead Agent to be a customer service specialist and a visible focal point for colleagues, airlines and passengers. You will use your expertise to deliver the highest level of care, guiding high-profile passengers through the terminal and onto aircraft, while mentoring newer agents.

You will manage high-volume special assistance flights, ensure safe handling of baggage and mobility aids, and assist with journey tracking on PDAs.

Qualifications

• Previous airline/airport experience desirable.
• Ability to speak another language is a bonus.
• Flexible to changing shift patterns as dictated by schedules.

Responsibilities

• Deliver First-Class customer experiences for high-profile passengers in the terminal and onto aircraft.
• Mentor and role-model for new or inexperienced agents.
• Support smooth offloading/on-loading of high-volume flights and track journey milestones on PDAs.
• Assist passengers with luggage and wheelchair transfers using proper manual handling techniques.

Skills

Customer service

Mentoring

Operational flow

Safety awareness

Tools

PDAs

IT systems

Job description

LOCATION: Heathrow Airport

SHIFT PATTERN: 4 on 4 off, 40 hours per week

PAY RATE: £15.44 per hour

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [e-mail]. We're here to help!

As a Lead Agent at Heathrow Airport, you are a customer service specialist and a highly visible focal point for colleagues, airlines and passengers. You will use your expert knowledge to deliver the absolute highest level of care. Your mission is to ensure seamless journeys during high-volume special assistance flights and to provide exceptional, dedicated support for high-profile passengers. You will also serve as an essential mentor and guide for newer, less experienced agents, helping to build a confident and welcoming team environment.

Main Duties & Responsibilities

• Deliver First-Class Customer Experiences: Take the lead on high-profile passenger requests, using your expertise to turn a passenger's previously poor customer experience into an exceptionally positive one. You will personally assist special needs passengers through the terminal and onto the aircraft, maintaining the utmost professionalism, politeness and courtesy at all times.
• Mentor: Act as a role model by providing invaluable mentoring to new or inexperienced agents within the operation. You will set the standard for outstanding attitudes, behaviours and immaculate personal presentation.
• Operational Flow: Support the smooth offloading and on-loading of high-volume flights. You will act quickly to ensure journey milestones are accurately tracked on PDAs, keeping the operational teams fully updated on any issues that require escalation.
• Maintain Excellence and Safety: Complete daily equipment checks to guarantee buggies and wheelchairs are clean, tidy and operationally reliable. You will safely assist passengers with their luggage and use proper manual handling techniques when transferring passengers into their seats or wheelchairs.

Person Specification

• Passionate Service Professional: You have a deeply empathetic nature and a genuine passion for outstanding customer service. Previous airline or airport experience is highly desirable and the ability to speak another language is a fantastic bonus.
• Resilient & Professional: You remain incredibly calm and confident under pressure, handling emergencies and public demands with ease. You also possess a strong understanding of equality and diversity principles, championing the unique needs of all visitors.
• Excellent Communicator & Capable: You have excellent communication skills and possess the basic IT skills required to navigate operational systems to record passenger information & journey information. You must be capable of pushing wheelchairs over long distances, safely handling luggage and lifting passengers in confined spaces.
• Essential Requirements: You must be highly reliable and flexible enough to operate changing shift patterns as dictated by airline schedules.

HEALTH & SAFETY RESPONSIBILITIES

• Follow company Health and Safety policies, procedures, and safe systems of work at all times.
• Report any health and safety concerns, equipment defects, or training needs directly to your Line Manager.
• Ensure correct Personal Protective Equipment (PPE) is worn and kept serviceable at all times when assisting passengers.
• Operate all machinery, buggies and vehicles safely and strictly in accordance with the instruction and training provided.

Benefits

• 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.

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.