Customer Service Agent

Harrods Aviation is a widely recognised leader in the General (Private) Aviation industry. Renowned for our commitment to excellence, we pride ourselves on delivering the highest standards of customer service. We are dedicated to employing only the very best individuals—those who share our passion for quality, professionalism, and exceptional client care.

We are currently recruiting for a CSA to join our established and reputable team at our Luton base.

Our Customer Service Agents are regarded as the 'Face of Harrods Aviation’ serving visiting Flight Crew and Distinguished passengers.

Location: London Luton Airport (LU2 9NW
)

Job Type: Full time, Permanent

Working Hours: 40 hours per week.

Responsible for delivering an exceptionally high level of customer service to the Company’s Passengers, Representatives and Crews, we require our agents to provide extremely high level customer service that is commensurate with the Harrods brand.

Duties will be delegated by a senior member of staff; however, the successful candidate will be expected to work independently, use their own initiative, and contribute effectively as part of a team.

The successful applicant must be flexible and professional. The Luton base operates 7 days per week, 365 days per year.

You will be required to work as part of a team covering a 24-hour operation, which will include working earlies, days, lates, nights, weekends and bank holidays.

The standard shift is 11 ⅓ hours, with a 30 minute unpaid break (total 12 hours).

For full time, the average working week is 40 hours. This will normally be on a 4 on 4 off shift pattern.

During one shift set per calendar month you will be deemed to be a flexi shift worker. During this set of shifts you may be requested to alter your shift hours to suit the needs of the business and note that it is a condition of your employment that you may comply with such reasonable request to work.

Initial training will require a period working Monday to Friday.

Ideal candidates will have a proven knowledge of Customer Services, which will have been gained working in a 5
* hospitality environment or within the First / Club / Business Class Cabins of the airlines renowned for their Customer Service standards.

The role is often demanding, requiring our staff to be organised and able to co-ordinate and communicate with all other departments.

They have to be multi-skilled, often have to undertake several tasks at once, whilst ensuring that they maintain a professional attitude at all times.

The Customer Service Agent must maintain a professional attitude at all times and deliver a standard of customer service that reflects the Harrods brand.

They should be adaptable, proactive, and quick-thinking, as the nature of the business often presents unique and changing requirements.

This can be a busy and fast-paced role, requiring excellent organisational, coordination, and communication skills, with the ability to work collaboratively across all departments.

The role is demanding and the successful candidate should be flexible, able to work under pressure and have the ability to prioritise whilst remaining calm and continuing to set a professional example to your team.

The role is an active role and therefore you need to also be physically fit to fulfil the job requirements. You will also be required to work in all weather conditions.

You will need to hold the right to live and work in the UK and have a 5-year checkable history - either employment and/or education - to obtain an airport .

A full UK driving licence is essential, along with the ability to pass a standard medical assessment and the required airside driving test.

In accordance with Home Office guidance successful candidates…