Lead Agent: Elite Passenger Care & Team Mentor

ABM; England; On-site; GBP 36,499,339 - 51,983,908; Full time

Benefits offered by this job

24/7 GP

Mental health support

Get Fit Programme

Financial and legal support

Cycle to work

Perks at Work

Job summary

ABM at Heathrow Airport is seeking a Lead Agent to deliver first-class customer service on high-profile flights and mentor newer agents. You will guide colleagues, ensure safety, and maintain outstanding standards in a fast-paced environment.

Responsibilities include leading special assistance, coordinating with airlines, and ensuring accurate journey tracking using PDAs. Flexibility for 4-on/4-off shifts is essential.

Qualifications

• Empathetic service professional with passion for customer care.
• Ability to remain calm under pressure and handle emergencies.
• Excellent communication and basic IT skills to log passenger information.

Responsibilities

• Lead on high-profile passenger requests and ensure professional care.
• Mentor new agents and set high standards for the team.
• Support offloading/on-loading of high-volume flights and track journey milestones.
• Perform daily equipment checks and assist with luggage and passenger transfers.

Skills

Customer service

Airline/airport experience

Bilingual (bonus)

IT skills

Tools

PDA usage

Job description

ABM at Heathrow Airport is seeking a Lead Agent to deliver first-class customer service on high-profile flights and mentor newer agents. You will guide colleagues, ensure safety, and maintain outstanding standards in a fast-paced environment.

Responsibilities include leading special assistance, coordinating with airlines, and ensuring accurate journey tracking using PDAs. Flexibility for 4-on/4-off shifts is essential.