Lead Agent

LOCATION: Heathrow Airport

SHIFT PATTERN: 4 on 4 off 40 hours per week

PAY RATE: Competitive

If you require any additional support or adjustments during the recruitment process please dont hesitate to contact our Recruitment Department Were here to help!
ROLE OVERVIEW AND PURPOSE

The Lead Agent is a customer service specialist who not only excels in the highest level of customer service also has expert knowledge in the WJ product offered at LHR. The staff member purposely wears astandoutuniform (Assistance Lead Agent Hi Vis) to create a focalpoint;making the staff member easily visible to staffairlinesand passengers.

KEY RESPONSIBILITIES

• Oversee the smooth offload/on loadsof all high volume PRS flights at LHR

• Offer mentoring to new/inexperience agents within the operation

• Oversee high profile PRS passenger requests (forexamplepassengers who have previously had a poorcustomer experience)
• Ensure that at all timesyoumaintainthe highest standards of personal hygiene and appearance inaccordance ofABMuniforms standards policy.
• Ensure time keeping absence attitude and behaviours are kept tohigh standards.

• Responsible for reading the daily brief and ensuring up to date with any operational/terminal changes.

• Responsible for reading and signing anyABMdocumentation when requested.

• As requiredassistspecialassistancepassengers through the terminal to and from theaircraftdoor andassistwith the transfer into their seat or wheelchair through safe manual handling techniques.

• Beingprofessionalpoliteand courteousat all times.

• Perform Customer Care Agent (CCA) duties as directed by operations control. Escorting arriving and departingspecial assistance passengers (along with accompanying family as necessary) through the airport either onfoot by wheelchair or electric buggy (if you in a possession of valid driving licence & have received relevanttraining you are expected to operate a buggy) as depicted by their categorisation.

• Ensure that all customers are dealt with politely and efficiently received andassistedwith the highest level ofcustomer service in line with EC 1107/2006 and CAP 1411 regulations.

• Providing assistance toany PRS passenger with their baggage.

• Completing the daily equipment check Sheet prior to use tomaintainthe operational reliability of theequipment reporting where necessary any equipment defects in line with the equipment Inspectionprocedure.

• Ensuring that wheelchairs and buggiesare always clean and tidyaccording toSOPs.

• Ensure that operations control is updated on progress by use of PDA. Milestones must be updated accuratelyat each point of the journey.

• Ensure that all necessary paperwork is completed legibly andsubmittedin a timely manner

• Anyadditionalreasonable duties as assigned by operational management including rotating between terminals where the need arises.

• Ensuring correct PPE isalways wornwhenassistingany passenger.

• Ensure highest level of customer service isalwaysdemonstrated.

• Follow correct escalation process to TDM should an issue arise.

• Ensuring correct process is followed should an accident occur.

HEALTH AND SAFETY RESPONSIBILITIES:

• Ensure work is carried outin accordance withsite/department procedures and training provided.

• Comply withtheABMHealth and Safety Policyproceduresand protocolsalways

• Ensure you have received the required training prior tocommencingworks

• Ensure that you are workingin accordance withthe safe system of works as briefed by your Line Manager

• Ensure that you are fit for work prior to reporting for duty each day

• Report any health and safety concerns to your line manager

• Once Personal Protective Equipment (PPE) has been issued ensure that youalways keep it serviceableand report any defects to your line manager

• Always ensure while at work you are wearing the correct PPE

• If you are operating machinery/plant/vehicles you mustoperatesafelyin accordance withthe instruction and training provided

• Always set a good example

OTHER DUTIES AND RESPONSIBILITIES

• Workin accordance withABMpolicies technical SOPs and training provided

• To be aware of policy and procedures owned and changed from time to time byABM(Employeehandbook HRprocessesand relevantSOPs)

• To be aware of policy and procedures owned and changed from time to time by the Client

• To positivelyparticipatein the Staff Welfare & Development Programme including Customer Service and Disability Awareness training events

• Carry out any other reasonable request as required by the Client Line Manager (including read and signs Airfield Directives Airfield Notices HSEQ updates Risk Assessments

• Checking payslips within 72 hours and report any discrepancies toABMlocal payroll

REQUIRED SKILLS AND EXPERIENCE

• PreviousAirline &/or Airport experience is desired although not essential as full training will be provided

• You must be able to speak/read and write in English to adhere to company notices staff briefings andindividual instructions provided to you which will affect your working duties

• Self-motivated and reliable with a conscientious approach to the Safety and Security aspects of your role.

• Excellent communication skills with an empathic nature

• Must be able to lift passengers in confined spaces lift luggagein accordance withmanual handling guidelinesand able to place hand luggage into and out or overhead lockers without standing on seats.

• Will berequiredto push customers up inclines and for long distances in wheelchairs

• Demonstrate excellent customer service

• Basic IT Skills

• To understand the importanceaccuratereporting having the ability to navigate the Operational systems torecord passenger information / milestones andallocatetasks to Customer Service Agents whererequired.

• Demonstrate the ability to think and act quickly in emergencies or underpressure.

• Have an ability to deliver clear verbal and written reports where necessary

• Maintain a high standard of personal presentation and follow the company uniform guidelines

• Deliverhigh standardsof both punctuality and attendancein accordance withEmployee Handbooktoensure effectiveness and availability of departmental resources

• Able todemonstratean ability to work as part of a team

• Able to deal calmly and confidently with all demands from the public

• An understanding of the principles of equality and diversity in relation to visitors needs

QUALIFICATIONS

• Educatedtodegreelevel(Desirable)

Were proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work our innovative employee app where you can find:

• Perks: discounts gift cards cashback and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABMs benefits visit our

About ABM:

ABM (NYSE: ABM) is one of the worlds largest providers of integrated facility engineering and infrastructure solutions. Every day over 100000 team members deliver essential services that make spaces cleaner safer and efficient enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate aviation mission critical and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter more connected spaces ABM is investing in the future to meet evolving challenges and build a healthier thriving world. ABM: Driving possibility together.

For more information visit.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age disability gender reassignment sex marriage and civil partnership status pregnancy and maternity status race religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.

Required Experience:

Unclear Seniority