Job Description

Job Category: Service
:
Answering stakeholder queries received by Phone/Email/CRM software in reference to all matters relating to the ID Pass scheme membership at Heathrow. These queries are usually sent in from Authorised Signatories/Nominated officers of companies either already on the ID Pass scheme or looking to be part of it. These stakeholders are often senior managers in their respective organisation hence it is critical to ensure the standard of ID Centre responses needing to be of a high quality and consistent. Liaising with stakeholders in reference to queries around ID Pass scheme Onboarding/ Access control/ Contract validation and extensions includes verifying the eligibility of corporate entities to join the ID Pass scheme in line with the requirements set out by ID Centre and identifying fraudulent attempts to provide contracts to extend/join the ID pass scheme at Heathrow
Processing data requests from stakeholders already on the ID Pass scheme in line with Data protection/GDPR principles and approval from a relevant manager Using In-house software to produce reports relating to all activity relating to ID Passes and members of the ID Pass scheme at Heathrow Processing/Validating Tools of the Trades for colleagues wishing to hold restricted category tools such as Firearms and Ammunition Establishing validity of financial disputes in relation to IDs from companies on the ID Pass scheme Analysing data available through in house software to monitor ID Pass usage/ID Applications to identify non-compliance, unauthorised and/or fraudulent activity from ID Pass holders as well as Authorised signatories.
Responsibilities:

• To provide excellent customer service to all customers and stakeholders- Primarily over the phone and CRM software however some face to face interaction is necessary where required
• Maintaining exceptional professional standards always in all the communication they carry out- this includes phone conversations
• To support our authorised signatories and Nominated officers in their journey navigating the ID Pass scheme at LHR.
• Ensuring compliance checks are conducted and passes are issued including elements of assurance checks on the activity which need to be reported to a relevant manager.
• Attention to detail to ensure that data is checked and inputted accurately in to the Heathrow IT
• systems. Ensure that personal records, invoicing, and technical information is maintained to the required standard
• Undertake a range of ID processes including issue, revalidations and recording of pass types in accordance with ID Centre policy
• Take an active role in projects, service transformation initiatives and other duties to support the operation and personal development
• Take personal responsibility for safe working practices, minimising risk to self, work colleagues and customers
• To support the ID Centre operations team with any ad-hoc activity including but not limited to ID Applications/ Camera appointments or Reception duties.

Qualifications:

• Experience working in a customer service environment essential. Must demonstrate a proactive approach to customer service always
• Knowledge of DfT and Heathrow Security Standards desirable. Full training will be given
• Must be able to work under pressure within a fast-paced environment whilst delivering excellence in service to customers and staff

About Us:
There's something so special about working at the world's most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.
Every day, you'll discover a world full of fresh possibilities and come home buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.
It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we're working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.
Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there's no place like Heathrow.
Our rewards We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we'll support you to be at your best inside and outside work. And of course, we'll provide varied learning and development opportunities too. Here you'll find everything you need for a fulfilling career journey that can take you in exciting directions.
Working location
This is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.
Sustainable Travel to work
Heathrow's sets out easy and sustainable travel options that everyone can access.
Equal Opportunities
As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger - not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work, and through our diversity networks, we champion inclusivity and celebrate individuality.

Skills Required