Overview
Location: London Gatwick Airport, Horley, West Sussex, England, United Kingdom
Company: dnata
Role
Customer Service Agent — London Gatwick
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.
Your Key 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 Requirements:
* 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 29th 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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