Description The main aim of the Customer Care - Identity Management Officer role, in the ID centre, is to manage stakeholder queries and ensure high-quality responses in regard to the ID pass scheme at Heathrow. Main remit of this role includes liaising with senior managers, verifying eligibility for the ID pass scheme, processing sensitive data requests. Adherence to the Heathrow Security Standards and Department for Transport/CAA requirements is essential in this role, along with the ability to deliver exceptional customer service. This is a permanent Monday to Friday site based role. Candidates should be mindful when applying that if they are shift based currently, this role will not have any shift allowance attached to it. Responsibilities Providing excellent and professional customer service to all stakeholders, internally and externally, primarily over the phone and using the CRM software Creation of reports via in house software and interpreting the data created from it, whilst being compliant with GDPR policies. Supporting authorised signatories and nominated officers in their journey navigating the ID pass scheme Taking an active role in projects, service transformation initiatives and other duties to promote the operation and personal development Checking and inputting accurate data into the Heathrow IT system. Ensuring that personal records, invoicing and technical information is maintained to the required standard Qualifications Experience in a customer service environment and must be able to demonstrate a proactive approach to customers and stakeholders always Proven abilities to successfully liaise professionally with colleagues and external stakeholders of all levels Attention to detail and a high level of accuracy when inputting data, whilst championing GDPR principles Ideally you will have: Knowledge of Heathrow Security Standards, and Operation Experience of working with Microsoft Office tools, such as excel and outlook