At a Glance
- Tasks: Lead customer service at Heathrow, ensuring seamless journeys for high-profile passengers.
- Company: Join a diverse team at a leading airport, committed to exceptional service.
- Benefits: Enjoy 24/7 GP access, mental health support, and exclusive employee perks.
- Other info: Flexible shifts with great career growth opportunities in a dynamic environment.
- Why this job: Make a real difference in passenger experiences while mentoring new agents.
- Qualifications: Passion for service, excellent communication skills, and resilience under pressure.
The predicted salary is between 15.44 - 15.44 £ per hour.
- SHIFT PATTERN: 4 on 4 off, 40 hours per week
- PAY RATE: £15.44 per hour
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!
As a Lead Agent at Heathrow Airport, you are a customer service specialist and a highly visible focal point for colleagues, airlines and passengers.
You will use your expert knowledge to deliver the absolute highest level of care.
Your mission is to ensure seamless journeys during high-volume special assistance flights and to provide exceptional, dedicated support for high-profile passengers.
You will also serve as an essential mentor and guide for newer, less experienced agents, helping to build a confident and welcoming team environment.
Main Duties & Responsibilities
- Deliver First-Class
- Customer
Experiences: Take the lead on high-profile passenger requests, using your expertise to turn a passenger's previously poor customer experience into an exceptionally positive one.
You will personally assist special needs passengers through the terminal and onto the aircraft, maintaining the utmost professionalism, politeness and courtesy at all times.
- Mentor: Act as a role model by providing invaluable mentoring to new or inexperienced agents within the operation.
You will set the standard for outstanding attitudes, behaviours and immaculate personal presentation.
- Operational
Flow: Support the smooth offloading and on-loading of high-volume flights.
You will act quickly to ensure journey milestones are accurately tracked on PDAs, keeping the operational teams fully updated on any issues that require escalation.
- Maintain Excellence and
Safety: Complete daily equipment checks to guarantee buggies and wheelchairs are clean, tidy and operationally reliable.
You will safely assist passengers with their luggage and use proper manual handling techniques when transferring passengers into their seats or wheelchairs.
Person Specification
- Passionate
- Service
Professional: You have a deeply empathetic nature and a genuine passion for outstanding customer service.
Previous airline or airport experience is highly desirable and the ability to speak another language is a fantastic bonus.
- Resilient & Professional: You remain incredibly calm and confident under pressure, handling emergencies and public demands with ease.
You also possess a strong understanding of equality and diversity principles, championing the unique needs of all visitors.
- Excellent Communicator & Capable: You have excellent communication skills and possess the basic IT skills required to navigate operational systems to record passenger information & journey information.
You must be capable of pushing wheelchairs over long distances, safely handling luggage and lifting passengers in confined spaces.
- Essential Requirements: You must be highly reliable and flexible enough to operate changing shift patterns as dictated by airline schedules.
- HEALTH & SAFETY RESPONSIBILITIES
- Follow company Health and Safety policies, procedures, and safe systems of work at all times.
- Report any health and safety concerns, equipment defects, or training needs directly to your Line Manager.
- Ensure correct Personal Protective Equipment (PPE) is worn and kept serviceable at all times when assisting passengers.
- Operate all machinery, buggies and vehicles safely and strictly in accordance with the instruction and training provided.
Benefits
- 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.
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.
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Lead Agent employer: ABM
ABM is an exceptional employer that prioritises employee well-being and professional growth, offering a robust benefits package including mental health support and a cycle to work scheme. Our collaborative work culture fosters innovation and teamwork, making it an ideal environment for those looking to make a meaningful impact in facilities and operations management in the vibrant city of London. Join us to lead a dedicated team and enhance service standards while advancing your career in a supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ABM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ABM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ABM:Your cover letter is your chance to shine! Tell us why you want to work at ABM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ABM!
How to prepare for a job interview at ABM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
