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- Tasks: Provide top-notch customer service and support stakeholders with ID Pass scheme queries.
- Company: Join Heathrow, a leading airport known for its commitment to excellence.
- Benefits: Gain valuable experience, receive full training, and enjoy a dynamic work environment.
- Why this job: Be part of a crucial team ensuring security and compliance at one of the world's busiest airports.
- Qualifications: Customer service experience and a proactive attitude are essential.
- Other info: Fast-paced role with opportunities for personal development and growth.
The predicted salary is between 36000 - 60000 £ per year.
hackajob is collaborating with Heathrow to connect them with exceptional tech professionals for this role.
Description:
- Answering stakeholder queries received by Phone/Email/CRM software in reference to all matters relating to the ID Pass scheme membership at Heathrow.
- Liaising with stakeholders in reference to queries around ID Pass scheme Onboarding/ Access control/ Contract validation and extensions.
- Processing data requests from stakeholders already on the ID Pass scheme in line with Data protection/GDPR principles and approval from a relevant manager.
- Using In-house software to produce reports relating to all activity relating to ID Passes and members of the ID Pass scheme at Heathrow.
- Processing/Validating Tools of the Trades for colleagues wishing to hold restricted category tools such as Firearms and Ammunition.
- Establishing validity of financial disputes in relation to IDs from companies on the ID Pass scheme.
- Analysing data available through in house software to monitor ID Pass usage/ID Applications to identify non-compliance, unauthorised and/or fraudulent activity from ID Pass holders as well as Authorised signatories.
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.
- 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 systems.
- Ensure that personal records, invoicing, and technical information is maintained to the required standard.
- Undertake a range of ID processes including issue, revalidations and recording of pass types in accordance with ID Centre policy.
- Take an active role in projects, service transformation initiatives and other duties to support the operation and personal development.
- Take personal responsibility for safe working practices, minimising risk to self, work colleagues and customers.
- To support the ID Centre operations team with any ad-hoc activity including but not limited to ID Applications/ Camera appointments or Reception duties.
Qualifications:
- 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 employer: Heathrow
Contact Detail:
Heathrow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care - Identity Management Officer
✨Tip Number 1
Get to know the company inside out! Research Heathrow and their ID Pass scheme so you can speak confidently about how your skills align with their needs. This will show them you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more comfortable handling stakeholder queries and ensure you deliver top-notch service during the interview.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current or former employees on LinkedIn to gain insights into the company culture and expectations. They might even share tips that could give you an edge in the hiring process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the team at Heathrow. Let’s get you that job!
We think you need these skills to ace Customer Care - Identity Management Officer
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 skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role involves a lot of stakeholder interaction, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and don’t shy away from sharing examples of how you've successfully handled customer queries in the past.
Highlight Attention to Detail: Attention to detail is key for this position, especially when processing data and ensuring compliance. In your application, mention specific instances where your meticulous nature has helped you avoid mistakes or improve processes. We love candidates who take pride in their work!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to showcase your application in the best light. Plus, it helps us keep everything organised on our end!
How to prepare for a job interview at Heathrow
✨Know Your Stuff
Familiarise yourself with the ID Pass scheme and its requirements. Understand the key responsibilities of the role, especially around customer service and compliance checks. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service, particularly in high-pressure situations. Highlight how you handled difficult queries or resolved issues effectively, as this role heavily relies on strong communication skills.
✨Be Detail-Oriented
Since attention to detail is crucial for this role, be ready to discuss how you ensure accuracy in your work. You might want to mention any tools or methods you use to double-check your data input or manage records, as this will demonstrate your commitment to maintaining high standards.
✨Ask Insightful Questions
Prepare thoughtful questions about the ID Centre operations and how they handle compliance and security standards. This not only shows your interest but also gives you a chance to assess if the company culture aligns with your values and work style.
