Overview
Customer Service Agent — Launch Your Aviation Career: Passenger Service Agent, London Gatwick. Ready to become the cornerstone of exceptional passenger experiences at one of the UK’s most dynamic airports? As a Passenger Service Agent, you’ll be at the heart of every journey, transforming routine interactions into memorable moments for travellers from every corner of the globe. We’re seeking a customer service champion who thrives in aviation’s fast-paced environment, brings collected composure to challenging situations, and genuinely enjoys connecting with people from diverse backgrounds and cultures.
Responsibilities
* Deliver world-class service at passenger check-in with genuine warmth and professionalism
* Navigate complex travel documentation requirements with meticulous attention to details
* Execute seamless baggage processing
* Turn potential travel disruptions into positive passenger experiences
* Coordinate safe, efficient boarding procedures that keep flights departing on schedule
* Collaborate with gate operations and ground crew to ensure smooth passenger flow
Essential Qualifications
* Proven customer service excellence — background in customer-facing roles, preferably in hospitality, retail, or transportation
* Exceptional communication skills — ability to explain complex procedures clearly and manage challenging situations with diplomacy
* Flexibility champion — enthusiastic about working varied shift patterns including early mornings, late evenings, weekends, and holidays to support busy airport operations
* Computer proficiency — comfortable learning new systems and managing multiple digital platforms simultaneously
* Safety and security focused — commitment to maintaining the highest safety standards and understanding of critical aviation security protocols
* Fluent English — both written and spoken to professional standard
* Availability to attend a recruitment day on 29 October 2025
Highly Desirable Skills & Experience
* Aviation industry background — previous airport, airline, or travel industry experience
* Check-in system expertise — knowledge of airline departure control systems and reservation platforms
* Additional languages — particularly European languages, Hindi, Arabic, or Mandarin
* Conflict resolution training — formal customer service or hospitality qualifications
* Physical capability — ability to stand for extended periods
* Cultural awareness — experience working in multicultural environments
Why Choose dnata for Your Career Journey
* Safety-first culture — work with a company where safety is our number one core value, ensuring the highest standards in everything we do
* Professional development — comprehensive training programs and career advancement opportunities within the global dnata network
* Diverse, inclusive workplace — join a team representing dozens of nationalities and backgrounds
* Dynamic work environment — no two days are alike in the world of aviation
* Make a real impact — be instrumental in creating positive travel memories for passengers
* Industry recognition — work for a globally respected aviation services leader
Ready to take off? If you’re passionate about customer service, thrive in flexible working environments, and want to build a career in the exciting world of aviation, we want to hear from you.
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