Customer Service Agent

Launch Your Aviation Career: Passenger Service Agent, London Heathrow

Ready to become the cornerstone of exceptional passenger experiences at one of the world's 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.

Your Key Responsibilities

• 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
  
  

Essential Requirements:

• 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 24/7 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
  
  

Highly Desirable Skills & Experience:

• 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
  
  

Why Choose dnata for Your Career Journey:

• 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
• Competitive benefits package - including pension scheme, and health benefits
• 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
  
  

We will offer both full-time and part-time positions to suit different lifestyle needs and career aspirations

Ready to take off? If you're passionate about customer service, thrive in flexible working environments, and want to build a career in the exciting world of aviation, we want to hear from you