Lead Agent: Special Assistance Champion

Abm Careers; England; On-site; GBP 12,000 - 21,000; 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 access

Job summary

ABM at Heathrow Airport is seeking a Lead Agent to deliver exceptional customer service for high-profile passengers. You will act as a focal point for colleagues, airlines and passengers while guiding the team to ensure seamless journeys during high-volume special assistance flights.

You will mentor newer agents, maintain safety and quality checks, and use PDAs to track milestones. The role requires flexibility for 4-on/4-off shifts and strong professionalism.

Qualifications

• Empathetic service professional with airline/airport experience preferred.
• Calm and confident under pressure with good diversity awareness.
• Excellent communication and basic IT skills to log passenger information.
• Reliable and flexible to operate changing shift patterns.

Responsibilities

• Deliver First-Class Customer Experiences by guiding high-profile passenger requests and assisting special needs passengers.
• Mentor new/less experienced agents and set high standards for attitude and appearance.
• Support smooth offloading/on-loading of high-volume flights and track journey milestones on PDAs.
• Perform daily equipment checks and assist passengers with luggage using proper handling techniques.

Skills

Empathetic service

Calm under pressure

Excellent communicator

Reliability & flexibility

Tools

PDAs

Job description

ABM at Heathrow Airport is seeking a Lead Agent to deliver exceptional customer service for high-profile passengers. You will act as a focal point for colleagues, airlines and passengers while guiding the team to ensure seamless journeys during high-volume special assistance flights.

You will mentor newer agents, maintain safety and quality checks, and use PDAs to track milestones. The role requires flexibility for 4-on/4-off shifts and strong professionalism.