Pay: £14,000.00-£16,000.00 per year
Job Description:
Job Description: Passenger Service Agent
Location: Heathrow
Department: Front of House
Company: GH London Ground Handling Services Ltd
Reports to: Operations Manager
About GH London Ground Handling Services Ltd
GH London Ground Handling Services Ltd is a trusted provider of professional ground handling services at London's major airports. With a focus on operational excellence, safety, and customer satisfaction, we deliver world-class support to airlines and passengers, ensuring a seamless airport experience.
Key Responsibilities
* Provide exceptional customer service in line with GH London and partner Airline specific standards to ensure customer satisfaction at every step of their journey.
* Check passengers' travel documentation together with relevant identification to ensure compliance with governing bodies.
* Check passengers in using airline-specific automated DCS or manual system ensuring full compliance with regulatory, company and airline requirements and adhering to policies and procedures. Issuing boarding passes and bag tags in line with AAA regulations.
* Follow procedures for passengers with regard to the acceptance of Dangerous Goods.
* Collect excess baggage and any other ancillary revenue partner airlines generate through airline DCS systems, ensuring Gh London cash handling practices and GDPR guidelines are adhered to.
* Ensure that check-in, bag drop and gates are open and closed on time to achieve on-time Performance.
* Marshall passengers onto and off aircraft in a safe, secure and efficient manner.
* Board passengers onto flights whilst complying with safety and security procedures.
* Always ensure Safety and Security are never compromised.
* Be able to consistently deliver the highest possible customer service at all times.
The above responsibilities are not exhaustive, and you will be expected to adhere to any reasonable management request
Desired skills:
* Strong communication. Be able to communicate effectively and collaborate with all departments to meet operational deadlines.
* Preferably face to face customer service experience.
* You will be operating in a busy diverse environment, so you'll need to be able to adapt your communication style to suit your audience.
* Absolute attention to detail.
* An optimistic outlook and a genuine 'happy to help' attitude.
* Creative and open-minded, an ability to think outside the box in finding ways to achieve outstanding standards of service.
* Computer literate, we work using several different computer systems (DCS), but don't worry you will be given all the skills to set you up for success.
* Being flexible - unfortunately sometimes things don't always go to plan - cancelations, delays, staff sickness etc. - a willingness to be a team player and help the company out so that we can always deliver on our promise.
What We Offer
* Employee Assistance Programme with 24hour access to trained counsellors & wellbeing initiatives
* Overtime available (but not always guaranteed) to enhance pay
* Competitive salary and shift allowances
* Full training and certification for airport operations and equipment use.
* Opportunities for career growth within GH London Ground Handling Services Ltd.
* A dynamic and collaborative working environment.
* Death in Service benefit of up to 3x annual salary
* Subsidised parking at designated staff car parks
GH London Ground Handling Services Ltd is committed to diversity and inclusion. We welcome applications from candidates of all backgrounds and are dedicated to creating a supportive and inclusive workplace.
If you require any reasonable adaptions to the application or interview process, please contact the hiring manager.
Job Types: Part-time, Permanent
Benefits:
* Bereavement leave
* Free parking
* Health & wellbeing programme
* Life insurance
Ability to commute/relocate:
* Hounslow TW6: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Application deadline: 13/10/2025
Job Types: Part-time, Permanent
Pay: £14,000.00-£16,000.00 per year
Expected hours: 20 per week
Benefits:
* Bereavement leave
* Employee discount
* Health & wellbeing programme
* Life insurance
* On-site parking
* Sabbatical
Application question(s):
* How many jobs have you had over the past 5 years?
* This role is on rotating shift basis with morning shifts starting as early as 0430 and late shifts finishing as late as 2300, would you have any restrictions in regards to this, i.e. transport to London Heathrow Airport?
Experience:
* Customer service: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person