Passenger Services Agent – Part-time – Flexibility Required 

We're on the lookout for enthusiastic Passenger Services Agents to join our dynamic team at the heart of London Heathrow Airport! 

Please be aware that there is currently a 6 month waiting list for this position.

You will partake in all activities within Passenger Services, check-in, boarding, transfer, off jetty boarding UMS, PRMS, CUSS, arrivals and baggage services. Ensures Cobalt meets and exceeds the required standards of customer satisfaction, health & safety, agreed quality standards and performance targets to ensure overall customer satisfaction in combination with operational cost efficiency.

Hours of Work: Part-time

Passenger Service Agent Responsibilities:

• Responsible for the smooth running of the daily operation within Passenger Services Passenger Services, check-in, boarding, transfer, off jetty boarding, UMS, PRMS, CUSS, arrivals and baggage services, ensuring service commitments (i.e. customer service standards and other standards as specified in the SLA or defined in practice, on time performance and delay recovery) in the most cost effective manner, ensuring that all Airline Customer, Cobalt, HAL and other relevant procedures are met and without compromising health & safety and security regulations.
• Ensuring that we are providing best in class customer service delivery for our customer airlines.
• Handle airline or passenger complaints/claims in an efficient, timely and customer focussed way in coordination with or support of the customer airline’s policy.

Passenger Service Agent Requirements:

• Right to Work in the UK
• Full flexibility - available to start shifts from 4am
• Educated to at least ‘GCSE’ level standard or equivalent
• Knowledge of passenger services processes and customer airline operational procedures preferred
• Excellent customer service attitude and skills and highly developed communication skills
• At least 2 years’ experience of working in a customer service environment
• Basic IT skills
• Cultural awareness

Due to the nature of the role you will be required to submit the following documents to be considered for interview:

• Document confirming your right to work in the UK, for example a passport (original copy if you are shortlisted for interview) and all relevant Home Office documents if applicable
• Proof of your NI number - a payslip from the last 3 months or a P60 from your employer for the last tax year
• Your HMRC 5 Year History letter - obtained on HMRC website or HMRC app

Unfortunately you cannot be considered for interview without these documents so please only apply if you can present the documents.  

Applications will be kept on a reserve list for up to 6 months.