Job Title: Passenger Services Agent Location: Heathrow Airport Terminal 3 Salary: £30,000 - £34,000 D.O.E Main Purpose of Job: Ensure passengers and their luggage safely board the aircraft on time while delivering unparalleled customer service. Key Tasks: Provide a warm welcome and positive experience for passengers, often being the first or last person they meet on their journey. Perform Passenger Service duties for both arrival and departure flight handling, including: Check-in passengers, ensuring security compliance and accurate document checks. Manage the Ticket Desk, collect monies, book and amend itineraries, and handle general ticket enquiries. Arrange meet and greet services for VIPs. Prepare for departure flights, including seat planning. Prepare for arrival flights and manage departure gate reconciliation. Host and supervise check-in facilities and staff. Manage flight operations, including monitoring flight status and taking necessary actions for connecting flights. Handle Lost & Found enquiries and baggage services. Perform general office housekeeping and tasks. Essential Skills, Knowledge, and Experience: A proactive approach to customer service, greeting, helping, and reassuring passengers to the highest level while handling any flight-related questions. Computer literate (MS Word and Excel) with the ability to learn systems and processes to a high standard. Desirable: Proficiency in Japanese. Efficient and effective decision-making skills and the ability to take initiative while working effectively as part of a team. GCSE Maths & English grade C or above, or equivalent. Certificate or NVQ qualification in customer service, or equivalent. Previous airline/ground handling experience. Hours of Work: 37.5 hours per week, including shift work and weekends, according to a rotating roster drawn up by the Departmental Manager. Earliest start of 5am and latest finish of 8pm Benefits: - 24 days of annual leave increasing to 25 days in the 2nd year of service (public holidays are given in addition to annual leave)- Discounted private medical cover with Aviva- Defined Contribution Pension with Aviva- Group Life cover- Discounts on flights- and more