Customer Service Agent

Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.

Join the Heathrow Customer Service Team and Make a Difference to People Every Day

Are you passionate about providing exceptional customer service and assisting those in need? The Heathrow PRS Team is seeking dedicated individuals to join our diverse workforce, delivering crucial support to passengers requiring assistance 365 days a year. In this dynamic role, you will have the opportunity to be an ambassador for our company, embodying the core values of Honesty, Respect, Safety, Responsibility, and Communication. With comprehensive training and a clear career progression path, you can grow from a Customer Service Assistant to a Buggy Driver, making a positive impact on the travel experience of countless individuals.

What do you get from us:

• The Role – Full Time, working 5 on, 3 off, varied shifts between early start 4:30am and latest finish 11:30pm
• Pay: £13.17 per hour
• Company Sick Pay
• Annual leave entitlement of 5.6 weeks
• Company Pension Scheme
• Life Assurance Scheme
• Access to an Online GP Service for you and your dependents
• Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.
• Health and Wellbeing – access to mental health support specialists

The Role

Exciting and rewarding, a typical day in the life as a Customer Service Assistant.

• Escort arriving and departing passengers requiring special assistance, along with their accompanying family members, through the airport premises in a safe and timely manner. This includes assisting them on foot, via wheelchair, or electric buggy/caddy, as per their specific needs and in compliance with Civil Aviation Authority (CAA) Standards.
• Perform duties as a Customer Care Agent (CCA) as directed by the Control team, ensuring seamless operations and exceptional service delivery.
• Provide assistance with handling and managing the baggage of passengers requiring special assistance, ensuring a hassle-free travel experience

What are we looking for?

We are looking for people who are passionate about helping others and keeping those around you both safe and secure.

• Excellent customer service skills with the ability to provide a warm, friendly, and professional experience to passengers requiring assistance
• Strong communication skills, both verbal and written, to effectively interact with passengers, colleagues, and airport staff
• Ability to assist passengers with mobility needs, including pushing wheelchairs and operating electric buggies/caddies
• Patience, empathy, and a caring demeanour when dealing with passengers who may be vulnerable or have special requirements
• Ability to remain calm and composed in potentially stressful or challenging situations
• Flexibility to work shifts, including evenings, weekends, and holidays, to ensure 24/7 coverage
• Proficiency in following safety protocols and procedures, with a keen eye for detail
• Good computer skills for record-keeping and communication purposes
• Willingness to undergo comprehensive training and obtain necessary certifications or licenses (e.g., safe manual handling techniques)

Apply now and have your career take off with Wilson James!

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability

Internal Applicants
At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenges.

Please note that successful internal applicants will be appointed on the terms and conditions applicable for this role and as detailed above, current terms and conditions will not apply.