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Passenger Service Agentref: RT41521
Sector Travel
Type Full-time, Permanent
Location London - West
Salary £18000 - 22000 / Year
National airline seeks a Passenger Services Agent for their desk at Heathrow. This is a permanent position.

The main purpose of the role is to ensure that passengers and their luggage are safely aboard the aircraft at the right time whilst offering unparalleled customer service.

Key tasks:

Give a warm welcome to passengers and a positive experience as you will often be the first or last person they meet when they start or complete their journey
Carry out passenger service duties for both arrival and departure flight handling, including :
Check-In passengers ensuring security compliance and document checks are carried out accurately
Ticket desk, collect monies, book and amend itineraries and handle general ticket enquiries
Special services, arrange meet and greet for VIPs
Departure flight preparation, seat planning
Arrival flight preparation and departure gate reconciliation handling
Host and supervise check-in facility & staff
Flight management
Monitor flight status to take necessary action including connection flights
Lost & found enquiries, baggage services
General office housekeeping and tasks

Ideal candidates:

Fluent English
Fluent Japanese (advantageous)
A proactive approach to customer service, to greet, help and reassure passengers to the highest level, while handling any questions related to flight handling
Computer literate (MS Word and Excel), with the ability to learn systems and processes to a high standard
Able to demonstrate a flexible and positive attitude, attain excellent customer service skills and to communicate well at all organisational levels
Close attention to detail as there is important documents and booking aspects involved
Time management skills
Maintain confidentiality
Efficient and effective decision-making, able to take initiative, good team player
GCSE Maths and English grade C or above (or equivalent)

Hours of work: No more than 37.5 hours per week on average. You are expected to work shifts according to the rota roster drawn up by the department manager and will include shift work and weekends.