At a Glance
- Tasks: Lead a team in providing 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 supportive work environment.
- Other info: Opportunity for growth and development in a fast-paced airport setting.
- Why this job: Make a real difference in passengers' travel experiences every day.
- 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 WJ 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 or inexperienced agents within the operation
- Oversee high profile PRS passenger requests (e.g., 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 using safe manual handling techniques
- Be professional, polite and courteous at all times
- Perform Customer Care Agent (CCA) duties as directed by operations control.
- Escort arriving and departing special assistance passengers (along with accompanying family as necessary) through the airport either on foot, by wheelchair or electric buggy (if in possession of a valid driving licence)
Lead Agent employer: ABM UK
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 work culture, competitive pay, and the unique experience of working in one of the world's busiest airports makes ABM a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Agent
✨Tip Number 1
Network like a pro! Reach out to current or former employees at ABM through LinkedIn or other platforms. They can give you insider tips on the interview process and what it’s really like to work as a Lead Agent.
✨Tip Number 2
Practice your customer service skills! Since the Lead Agent role is all about providing top-notch service, think of scenarios where you’ve gone above and beyond for a customer. Be ready to share these stories during your interview.
✨Tip Number 3
Dress to impress! When you show up for your interview, make sure you’re looking sharp and professional. Remember, first impressions count, especially in a customer-facing role like this one.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest job openings there, so keep checking back!
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. We want to see how you’ve gone above and beyond for customers in the past.
Know the WJ Product Inside Out:Familiarise yourself with the WJ product offered at Heathrow. If you can demonstrate your knowledge in your application, it’ll show us you’re serious about the role and ready to hit the ground running!
Keep It Professional:Remember, first impressions count! Ensure your application is well-structured and free from errors. We appreciate professionalism, so take the time to proofread before hitting send.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at ABM UK
✨Know Your Customer Service Inside Out
As a Lead Agent, you'll need to showcase your customer service skills. Brush up on common customer service scenarios and think about how you would handle them. Be ready to share specific examples from your past experiences that highlight your ability to manage difficult situations with grace.
✨Familiarise Yourself with the WJ Product
Since expert knowledge of the WJ product is crucial for this role, do your homework! Research the services offered at Heathrow Airport and be prepared to discuss how they operate. This will show your genuine interest in the position and your commitment to providing top-notch service.
✨Dress to Impress
First impressions matter, especially in a customer-facing role. Make sure you present yourself well, adhering to the uniform standards mentioned in the job description. Even if you're not in uniform for the interview, aim for a smart, professional appearance that reflects the high standards expected in the role.
✨Prepare for Behavioural Questions
Expect questions that assess your attitude and behaviours, as these are key in this role. Use the STAR method (Situation, Task, Action, Result) to structure your answers. Think of times when you've demonstrated excellent timekeeping, teamwork, or mentoring, and be ready to share those stories.
