Job Description

Position: Customer Service Agent (LHR)

Location: Heathrow Airport

Salary: 13.85/hour (13.20/hour during probation)

Effective Date: August 2025

Contract Type: Permanent Full Time and Part Time/Zero Hours positions available.

Reporting to: Director of Airline & Ancillary Services

Closing date:

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The Organisation

DiamondAir International is the world's leading provider of luxury Meet & Assist services, with over 30 years of experience in the industry. Our expertise and exponential growth have allowed us to be a pioneer in service development and a leading exemplary operation on the ground. We continuously develop our services with the latest technologies to ensure they can be provided in the most efficient way possible. A premium travel services provider to over 600 airports across the world, providing travel solutions across the globe to our clients in the air or on the train. Whether it's kerbside pickup you are looking for or exclusive VIP travel DiamondAir has supported a diverse B2B and B2C audience for more than 30 years to ensure their travel is seamless and hassle-free.

As a result of securing a new exciting contractual agreement with a leading international airline, we have a requirement for additional full and part time applicants to join our Heathrow time, primarily to service this airline contract.

Duties include carrying out all meet & assist services under the brand of Airport Concierge. You will be required to assist VIPs and a variety of passengers at London Heathrow Airport.

Main Responsibilities:

To ensure all Airport Concierge services are carried out with maximum efficiency and in line with company protocols & Client service level agreements.

To demonstrate discretion and professionalism when assisting high-profile Clients and representing the Airport Concierge brand.

To develop and build strong networks and maintain effective working relationships with airline & airport stakeholders. This includes exercising a high degree of negotiation skills to maximise stakeholder cooperation to accede to our customer's requirements.

To work within the parameters of the working standards SLA for Airport Agents and to deliver excellent customer service consistently.

To deal with disruption and irregularities with confidence and composure.

To assist the customer services team with any investigatory queries relating to service complaints.

To ensure you have in-depth knowledge of the airport environment and product knowledge.

To ensure company & client information remains strictly confidential.

To liaise closely with Co-Ordinators/Team Leaders and co-workers to ensure team effectiveness and a positive working environment.

To ensure company presentation standards are always adhered to.

To troubleshoot and assist in resolving issues which may occur during services.

To ensure all flight reports are completed and submitted accurately & efficiently.

To escalate any foreseeable service issues to your Co-Ordinator/Team Leader at the earliest opportunity.

To always show professional courtesy and respect to all fellow co-workers

Above duties performed while remaining compliant with the company's policies and guidelines

Position Requirements:

Excellent written and verbal communication skills.

Ability to effectively follow policies & procedures.

Effective time management, organisation, planning, and self-management

Self-motivated, attention-to-detail, problem-solving/initiative, eager to learn and develop.

Must be extremely reliable, punctual, and flexible, able to cover shifts.

Successful applicants will be required to assist with lifting and handling passenger luggage within the terminal building (up to 32kgs per bag)

Candidates are subject to a 5-year full referencing check and an enhanced criminal record check to successfully obtain a full ID Pass.

Experience:

A minimum of 2 years customer service experience, preferably in travel, or in an appropriate customer service environment. Whilst not mandatory, ability to drive (with a full clean driving licence) would be preferred.

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Job Type: Full-time

Pay: From 13.85 per hour

Expected hours: No less than 40 per week

Benefits:

Bereavement leave Company events Company pension Employee discount Free parking On-site parking
Schedule:

10 hour shift 8 hour shift
Work Location: In person