At a Glance
- Tasks: Answer queries about the ID Pass scheme via phone, email, and CRM software.
- Company: Heathrow Airport, a leading global hub with a commitment to excellence.
- Benefits: Competitive salary, training provided, and opportunities for career advancement.
- Other info: Fast-paced environment with a focus on high-quality communication.
- Why this job: Join a dynamic team and help stakeholders navigate the ID Pass scheme.
- Qualifications: Customer service experience and a proactive attitude are essential.
The predicted salary is between 30000 - 40000 € per year.
Answering stakeholder queries received by Phone/Email/CRM software in reference to all matters relating to the ID Pass scheme membership at Heathrow. These queries are usually sent in from Authorised Signatories/Nominated officers of companies either already on the ID Pass scheme or looking to be part of it. These stakeholders are often senior managers in their respective organisation hence it is critical to ensure the standard of ID Centre responses needing to be of a high quality and consistent.
Liaising with stakeholders in reference to queries around ID Pass scheme Onboarding/ Access control/ Contract validation and extensions includes verifying the eligibility of corporate entities to join the ID Pass scheme in line with the requirements set out by ID Centre and identifying fraudulent attempts to provide contracts to extend/join the ID pass scheme at Heathrow.
Responsibilities:- To provide excellent customer service to all customers and stakeholders - Primarily over the phone and CRM software however some face to face interaction is necessary where required.
- Maintaining exceptional professional standards always in all the communication they carry out - this includes phone conversations.
- To support our authorised signatories and Nominated officers in their journey navigating the ID Pass scheme at LHR.
- Ensuring compliance checks are conducted and passes are issued including elements of assurance checks on the activity which need to be reported to a relevant manager.
- Attention to detail to ensure that data is checked and inputted accurately in to the Heathrow IT required standard.
- Experience working in a customer service environment essential.
- Must demonstrate a proactive approach to customer service always.
- Knowledge of DfT and Heathrow Security Standards desirable. Full training will be given.
- Must be able to work under pressure within a fast-paced environment whilst delivering excellence in service to customers and staff.
Customer Care - Identity Management Officer in London employer: Heathrow Airport
As a Customer Care - Identity Management Officer at Heathrow, you will be part of a dynamic team dedicated to providing exceptional service to stakeholders in a fast-paced environment. The company fosters a culture of professionalism and excellence, offering comprehensive training and opportunities for personal growth while ensuring compliance with industry standards. With a commitment to employee development and a supportive work atmosphere, Heathrow stands out as an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care - Identity Management Officer in London
✨Tip Number 1
Get to know the company! Research Heathrow and the ID Pass scheme so you can speak confidently about how you can contribute. This shows you're genuinely interested and helps you stand out in interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with senior managers, it's crucial to convey information clearly and professionally. Role-play common scenarios with a friend to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at StudySmarter and making a difference in customer care.
We think you need these skills to ace Customer Care - Identity Management Officer in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care - Identity Management Officer role. Highlight your experience in customer service and any relevant knowledge of security standards, as this will show us you understand what we're looking for.
Showcase Your Communication Skills:Since you'll be dealing with senior managers and stakeholders, it's crucial to demonstrate your excellent communication skills. Use clear and professional language in your application to reflect the high standards we expect at StudySmarter.
Highlight Attention to Detail:In this role, attention to detail is key. Make sure to mention any experiences where you've had to check data or ensure compliance, as this will reassure us that you can handle the responsibilities of the position effectively.
Apply Through Our Website:We encourage you to apply directly through our website. This not only streamlines the process but also ensures that your application gets to the right people quickly. Plus, it shows us you're keen on joining the StudySmarter team!
How to prepare for a job interview at Heathrow Airport
✨Know Your Stuff
Make sure you understand the ID Pass scheme inside out. Familiarise yourself with the key processes, eligibility criteria, and any recent changes. This will not only help you answer questions confidently but also show that you're genuinely interested in the role.
✨Practice Active Listening
During the interview, listen carefully to the questions being asked. Stakeholders often have specific concerns, so demonstrating your ability to listen and respond thoughtfully will highlight your customer service skills. Don’t hesitate to ask for clarification if needed!
✨Showcase Your Communication Skills
Since this role involves liaising with senior managers, it’s crucial to demonstrate your professional communication style. Use clear, concise language and maintain a positive tone throughout the interview. Practising common interview questions can help you articulate your thoughts better.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations related to customer queries or compliance checks. Think of examples from your past experience where you successfully resolved issues or improved customer satisfaction. This will showcase your proactive approach and attention to detail.
