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- Tasks: Assist passengers with special needs throughout their airport journey, ensuring a smooth experience.
- Company: Join ABM, a global leader in integrated facility services dedicated to sustainability and quality.
- Benefits: Enjoy 24/7 GP access, mental health support, fitness programmes, and exclusive employee perks.
- Why this job: Be part of a diverse team making a real impact on passenger experiences in a dynamic environment.
- Qualifications: Previous customer service experience, excellent communication skills, and must be over 18.
- Other info: Must pass a DBS check and provide five years of reference information.
The predicted salary is between 24000 - 36000 £ per year.
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If you require any additional support or adjustments during the recruitment process, please don\’t hesitate to contact our Recruitment Department at. We\’re here to help!
Purpose:
To assist passengers requiring special assistance throughout their airport journey.
Key Responsibilities:
· Collect passengers from their arrival point at the airport to escort them through security, passport control and onwards to their boarding gate.
· Ensure wheelchairs are replenished and well distributed throughout the terminals and storage points.
· Collect arriving passengers from the aircraft, take them through immigration, passport control and onwards to the baggage hall to identify their baggage. Assist the passengers through HM customs into the arrivals hall and with any onwards travel needs.
· Greet passengers, always ask what assistance is required, explain the process to the passenger and prepare them for airport procedures.
· Assist passengers that are transferring flights
· Communicate to the control and supervisor team recording any additional passengers.
· During delays or disruption liaise with the control and supervisor team along with airline and handling agents to ensure that passengers are kept up to date.
· Use equipment safely and professionally.
· Provide manual lifting assistance as required.
· Record progress of the passenger using the Personal Digital Assistant issued.
· Be responsible for all Company equipment issued to you on a daily basis
· Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).
· Provide legendary service to all passengers
· Wear uniform correctly
· Follow correct sign in/out process
Carry out any reasonable task requested. This description is an outline of the role and it is expected that key task will vary with the demand of our client and operation base.
Required Experience for the Customer Service Agent role:
· Previous experience of primarily working within Customer Services ideally in a customer facing role
· The ideal candidate will have excellent communication skills
· Must have the right to work in the UK
· Must pass a DBS check
· Must be able to provide 5 years reference information
· Must be over 18 years of age
Desirable Skills for the Customer Service Agent role:
· Achievement orientated
· Patient and understanding
· Security Aware
We’re proud to offer a great range of benefits including:
- 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, our innovative employee app where you can find:
- Perks: discounts, gift cards, cashback, and exclusive offers
- Life: Search for resources and tools on topics ranging from family and life to health, money and work
- Support: Online chat or telephone service for urgent support in a crisis
For more information about ABM’s benefits, visit our careers page
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit
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.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.
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Created on 25/06/2025 by TN United Kingdom
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Customer Service Agent employer: ABM
Contact Detail:
ABM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Familiarise yourself with airport procedures and the specific needs of passengers requiring assistance. Understanding the journey from arrival to boarding will help you communicate effectively with passengers and provide them with the legendary service we pride ourselves on.
✨Tip Number 2
Highlight your previous customer service experience during any informal discussions or networking opportunities. Share specific examples of how you've handled challenging situations, as this will demonstrate your ability to remain patient and understanding in a fast-paced environment.
✨Tip Number 3
Connect with current employees on professional networking sites to gain insights into the company culture and expectations. This can also help you understand what skills are most valued and how you can align your approach to fit our team's needs.
✨Tip Number 4
Prepare for potential scenario-based questions that may arise during interviews. Think about how you would handle various passenger situations, especially during delays or disruptions, as this will showcase your problem-solving skills and commitment to excellent service.
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in roles that involve direct interaction with customers. Use specific examples to demonstrate your communication skills and ability to assist others.
Craft a Strong Cover Letter: Write a cover letter that reflects your passion for providing excellent customer service. Mention your understanding of the role's responsibilities and how your previous experiences make you a suitable candidate.
Highlight Relevant Skills: In your application, emphasise skills such as patience, understanding, and security awareness. These are desirable traits for a Customer Service Agent and should be clearly articulated in your documents.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial in a customer-facing role.
How to prepare for a job interview at ABM
✨Showcase Your Customer Service Experience
Make sure to highlight any previous roles you've had in customer service, especially those that involved direct interaction with clients. Share specific examples of how you handled challenging situations or provided exceptional service.
✨Demonstrate Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. Be prepared to answer questions about how you would communicate with passengers, especially during stressful situations.
✨Familiarise Yourself with Airport Procedures
Research common airport procedures and the types of assistance passengers may require. Showing that you understand the environment you'll be working in can set you apart from other candidates.
✨Exhibit Patience and Understanding
During the interview, convey your ability to remain calm and patient, especially when dealing with distressed or confused passengers. Share examples of how you've demonstrated these qualities in past experiences.
