Lead Agent - VIP Passenger Care & Team Mentor

Abm Careers; England; On-site; GBP 18,000 - 25,000; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Perks at Work

Job summary

ABM at Heathrow Airport is seeking a Lead Agent to deliver First‑Class customer experiences, guiding airlines and passengers with empathy and professionalism during high‑volume special assistance flights.

You will mentor newer agents, manage the flow of offloading and on‑loading, track journey milestones on PDAs, perform daily PPE and equipment checks, and ensure safety and courtesy in every interaction.

Qualifications

• Empathetic customer service professional with airline/airport experience preferred.
• Ability to speak another language is a bonus.
• Calm, confident under pressure with strong communication skills.

Responsibilities

• Lead on high-profile passenger requests to ensure exceptional service.
• Mentor and model excellent attitudes and presentation for junior agents.
• Support offloading/on-loading of flights and keep journey milestones updated on PDAs.

Skills

Customer service

Mentoring

Communication

Emergency handling

Job description

ABM at Heathrow Airport is seeking a Lead Agent to deliver First‑Class customer experiences, guiding airlines and passengers with empathy and professionalism during high‑volume special assistance flights.

You will mentor newer agents, manage the flow of offloading and on‑loading, track journey milestones on PDAs, perform daily PPE and equipment checks, and ensure safety and courtesy in every interaction.