Customer Service Agent

Launch Your Aviation Career:
Passenger Service Agent, London Gatwick

Ready to become the cornerstone of exceptional passenger experiences at one of the UK most dynamic airports? As a Passenger Service Agent, you'll be at the heart of every journey, transforming routine interactions into memorable moments for travellers from every corner of the globe.

We're seeking a customer service champion who thrives in aviation's fast‑paced environment, brings collected composure to challenging situations, and genuinely enjoys connecting with people from diverse backgrounds and cultures.

• Deliver world‑class service at passenger check‑in with genuine warmth and professionalism
• Navigate complex travel documentation requirements with meticulous attention to details
• Execute seamless baggage processing
• Turn potential travel disruptions into positive passenger experiences
• Coordinate safe, efficient boarding procedures that keep flights departing on schedule
• Collaborate with gate operations and ground crew to ensure smooth passenger flow

• Proven customer service excellence - background in customer‑facing roles, preferably in hospitality, retail, or transportation
• Exceptional communication skills - ability to explain complex procedures clearly and manage challenging situations with diplomacy
• Flexibility champion – enthusiastic about working varied shift patterns including early mornings, late evenings, weekends, and holidays to support busy airport operations
• Computer proficiency – comfortable learning new systems and managing multiple digital platforms simultaneously
• Safety and security focused – commitment to maintaining the highest safety standards and understanding of critical aviation security protocols
• Fluent English – both written and spoken to professional standard
• If selected, availability to attend a recruitment day on 16th July 2026

• Aviation industry background - previous airport, airline, or travel industry experience
• Check‑in system expertise - knowledge of airline departure control systems and reservation platforms
• Additional languages - particularly European languages, Hindi, Arabic, or Mandarin
• Conflict resolution training - formal customer service or hospitality qualifications
• Physical capability - ability to stand for extended periods
• Cultural awareness - experience working in multicultural environments

• Safety‑first culture – work with a company where safety is our number one core value, ensuring the highest standards in everything we do
• Professional development – comprehensive training programs and career advancement opportunities within the global dnata network
• Diverse, inclusive workplace – join a team representing dozens of nationalities and backgrounds
• Dynamic work environment – no two days are alike in the world of aviation
• Make a real impact – be instrumental in creating positive travel memories for passengers
• Industry recognition – work for a globally respected aviation services leader

At dnata, our values define who we are and how we work together. We are safe – making safety and security a mindset in everything we do, where every team member is empowered to speak up and prioritise wellbeing. We play to win – going above and beyond for our customers, setting ambitious goals, taking ownership, and empowering bold decision‑making. We respect everyone and work as a team – building trusted relationships, embracing diversity, and creating a culture of belonging where respect and results go hand in hand.

We are future‑thinking – welcoming innovative ideas, taking responsibility for our impact, learning from challenges, and investing in our people's potential. If these values resonate with you and you're ready to be part of a team shaping the future of ground handling and cargo services, we'd love to hear from you