At a Glance
- Tasks: Lead a team to provide top-notch customer service at Heathrow Airport.
- Company: Join a dynamic team at ABM, a leader in airport services.
- Benefits: Enjoy competitive pay, flexible shifts, and a vibrant work environment.
- Other info: Opportunity for growth in a fast-paced, exciting airport setting.
- Why this job: Make a difference by helping passengers have a smooth travel experience.
- Qualifications: Strong customer service skills and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
LOCATION: Heathrow Airport
SHIFT PATTERN: 4 on 4 off, 40 hours per week
PAY RATE: Competitive
ROLE OVERVIEW AND PURPOSE
The Lead Agent is a customer service specialist, who not only excels in the highest level of customer service, but also has expert knowledge in the ABM product offered at LHR. The staff member purposely wears a standout uniform (Assistance Lead Agent Hi Vis) to create a focal point, making the staff member easily visible to staff, airlines and passengers.
KEY RESPONSIBILITIES
- Oversee the smooth offload/on load of all high volume PRS flights at LHR.
- Offer mentoring to new/inexperienced agents within the operation.
- Oversee high profile PRS passenger requests (for example, passengers who have previously had a poor customer experience).
- Ensure that at all times you maintain the highest standards of personal hygiene and appearance in accordance with ABM uniform standards policy.
- Ensure time keeping, absence, attitude and behaviours are kept to high standards.
- Responsible for reading the daily brief and ensuring up to date with any operational/terminal changes.
- Responsible for reading and signing any ABM documentation when requested.
- Assist special assistance passengers through the terminal to and from the aircraft door and assist with the transfer into their seat or wheelchair through safe manual handling techniques.
- Be professional, polite and courteous at all times.
- Perform Customer Care Agent (CCA) duties as directed by operations control, escorting arriving and departing special assistance passengers (along with accompanying family as necessary) through the airport either on foot, by wheelchair or electric buggy, as depicted by their categorisation.
Lead Agent employer: Abm-Industries-Inc.-2
At ABM, we pride ourselves on being an exceptional employer, offering a dynamic work environment at Heathrow Airport where our Lead Agents play a crucial role in delivering outstanding customer service. With a strong focus on employee development, we provide comprehensive training and mentoring opportunities, ensuring that our team members grow both personally and professionally. Our commitment to a supportive and inclusive culture, combined with competitive pay and flexible shift patterns, makes ABM a rewarding place to build your career in the aviation industry.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Agent
✨Tip Number 1
Get to know the company and its values! Research ABM and understand their customer service ethos. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your customer service scenarios! As a Lead Agent, you'll need to handle various situations with finesse. Role-play common scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure you submit it through our platform. This way, we can keep track of your application and get back to you faster!
We think you need these skills to ace Lead Agent
Some tips for your application 🫡
Show Off Your Customer Service Skills:As a Lead Agent, customer service is key! Make sure to highlight any relevant experience you have in providing top-notch service. Use examples that showcase your ability to handle high-pressure situations and maintain a positive attitude.
Know the ABM Product Inside Out:Familiarise yourself with the ABM products and services offered at Heathrow. Mentioning specific knowledge about these can really set you apart. It shows us that you're not just applying for a job, but that you're genuinely interested in what we do!
Keep It Professional Yet Personal:While we want to see your professional side, don’t be afraid to let your personality shine through! A friendly tone can make your application stand out. Just remember to keep it respectful and aligned with the role's expectations.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Abm-Industries-Inc.-2
✨Know Your Stuff
Make sure you have a solid understanding of the ABM products and services offered at Heathrow. Brush up on customer service best practices, especially in high-pressure situations, as this role demands expertise in handling various passenger needs.
✨Dress to Impress
Since the Lead Agent wears a standout uniform, it’s crucial to present yourself well during the interview. Wear smart attire that reflects professionalism and aligns with the company’s standards. This shows you understand the importance of appearance in customer service.
✨Showcase Your Mentoring Skills
Be prepared to discuss your experience in mentoring or training others. Think of specific examples where you’ve helped new team members or improved team performance. This will demonstrate your leadership qualities and ability to oversee operations effectively.
✨Stay Updated
Familiarise yourself with any recent changes or updates related to airport operations or customer service protocols. Being knowledgeable about current practices shows your commitment to the role and readiness to adapt to any operational changes.
