Lead Passenger Experience Specialist

Abm Careers; England; On-site; GBP 32,000 - 36,000; 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 app

Job summary

ABM at Heathrow Airport is seeking a Lead Agent to deliver exceptional customer service for high-profile passengers and to mentor junior team members. The role focuses on seamless journeys during high-volume special assistance flights, maintaining professionalism and safety.

You will ensure accurate reporting of journey milestones, perform daily PPE and equipment checks, and support the operational teams with a customer-centric mindset in a fast-paced environment.

Qualifications

• Previous airline or airport experience is highly desirable.
• Ability to speak another language is a bonus.
• Excellent communication skills and basic IT skills to record passenger information.

Responsibilities

• Deliver first-class customer experiences for high-profile passengers and assist special needs passengers through the terminal.
• Mentor and set standards for new agents and maintain professional appearance and attitude.
• Support the smooth offloading and on-loading of high-volume flights and track journey milestones on PDAs.

Skills

Customer service

Mentoring

Communication

IT literacy

Tools

PDAs

Job description

ABM at Heathrow Airport is seeking a Lead Agent to deliver exceptional customer service for high-profile passengers and to mentor junior team members. The role focuses on seamless journeys during high-volume special assistance flights, maintaining professionalism and safety.

You will ensure accurate reporting of journey milestones, perform daily PPE and equipment checks, and support the operational teams with a customer-centric mindset in a fast-paced environment.