Lead Agent - T3

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

LOCATION: Heathrow Airport SHIFT PATTERN: 4 on 4 off, 40 hours per week PAY RATE: £15.44 per hour

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 previously poor experience into an exceptionally positive one. 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. Set the standard for outstanding attitudes, behaviours and immaculate personal presentation.
• Operational Flow: Support the smooth offloading and on-loading of high-volume flights. 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. 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: Deeply empathetic nature and genuine passion for outstanding customer service. Previous airline or airport experience highly desirable, and the ability to speak another language is a fantastic bonus.
• Resilient & Professional: Remain incredibly calm and confident under pressure, handling emergencies and public demands with ease. Possess a strong understanding of equality and diversity principles, championing the unique needs of all visitors.
• Excellent Communicator & Capable: Excellent communication skills and basic IT skills required to navigate operational systems to record passenger information and journey information. Capable of pushing wheelchairs over long distances, safely handling luggage and lifting passengers in confined spaces.
• Essential Requirements: 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: an innovative employee app where you can find discounts, gift cards, cashback, exclusive offers, resources on family, health, money, and work, and online chat or telephone support for urgent crises.

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.