Passenger Services Agent

Passenger Services Agent Heathrow Airport Terminal 3 35 hours per week | Shift Work Including Weekends About the Role I am recruiting for a customer-focused Passenger Services Agent to join a busy airport operations team at Heathrow Airport. This is an exciting opportunity to become a key part of the passenger journey, ensuring travellers receive outstanding service from check-in through to boarding and arrival.

As one of the first and last points of contact for passengers, you will play a vital role in creating a positive travel experience while ensuring safety, security, and operational procedures are followed at all times.

Key Responsibilities Welcome and assist passengers, delivering exceptional customer service throughout their journey. Check in passengers accurately, ensuring all travel documentation and security requirements are met. Handle ticket enquiries, amendments, bookings, and payments. Coordinate special assistance services and VIP meet-and-greet arrangements. Support flight preparation activities, including seat planning and departure processes. Reconcile passenger numbers and boarding information at departure gates. Monitor flight statuses and take appropriate action regarding connections and operational changes.

Manage Lost & Found enquiries and baggage-related services. Supervise and support check-in operations when required. Complete general administrative and office duties. Work collaboratively with operational teams to ensure flights depart safely and on time. What They're Looking For Essential Skills & Experience Strong customer service skills with a proactive and positive approach. Ability to remain calm and professional in a fast-paced environment.

Excellent communication skills and confidence dealing with a wide range of passengers. Good IT skills, including Microsoft Word and Excel. Strong attention to detail and accuracy. Effective time management and organisational skills. Ability to maintain confidentiality and handle sensitive information appropriately. Flexible approach to working shifts, including weekends and public holidays. Desirable Skills & Experience Previous airline, airport, or ground handling experience.

Customer service qualification, NVQ, or equivalent. GCSE Maths and English (Grade C/4 or above) or equivalent. Japanese language skills. Ability to make effective decisions and work independently when required. Strong team-working skills. Training & Development Comprehensive training will be provided to ensure you have the skills and knowledge needed to succeed in the role and deliver exceptional service to passengers.

What's on Offer? Working in a dynamic international airport environment. Full training and ongoing development. Opportunity to work with passengers from around the world. Varied and rewarding role with excellent exposure to airport operations. Supportive team environment. If you enjoy delivering excellent customer service, thrive in a fast-paced environment, and want to be part of making every passenger's journey a success, we'd love to hear from you.