LOCATION: Heathrow Airport
SHIFT PATTERN: 4 on 4 off, 40 hours per week
PAY RATE: £15.44 per hour
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As a Lead Agent at Heathrow Airport, you are a customer service specialist and a highly visible focal point for colleagues, airlines and passengers. You will use your expert knowledge to deliver the absolute highest level of care. Your mission is to ensure seamless journeys during high-volume special assistance flights and to provide exceptional, dedicated support for high-profile passengers. You will also serve as an essential mentor and guide for newer, less experienced agents, helping to build a confident and welcoming team environment.
Main Duties & Responsibilities
- Deliver First-Class Customer Experiences: Take the lead on high-profile passenger requests, using your expertise to turn a passenger's previously poor customer experience into an exceptionally positive one. You will personally assist special needs passengers through the terminal and onto the aircraft, maintaining the utmost professionalism, politeness and courtesy at all times.
- Mentor: Act as a role model by providing invaluable mentoring to new or inexperienced agents within the operation. You will set the standard for outstanding attitudes, behaviours and immaculate personal presentation.
- Operational Flow: Support the smooth offloading and on-loading of high-volume flights. You will act quickly to ensure journey milestones are accurately tracked on PDAs, keeping the operational teams fully updated on any issues that require escalation.
- Maintain Excellence and Safety: Complete daily equipment checks to guarantee buggies and wheelchairs are clean, tidy and operationally reliable. You will safely assist passengers with their luggage and use proper manual handling techniques when transferring passengers into their seats or wheelchairs.
