Job Description

About Us

Smarte Carte UK Ltd is a leading business partner at Heathrow Airport. Our services include Lost Property Management and the handling of Mail & Fly (confiscated items from Security within the Airport). Our aim is to provide the best quality passenger experience to all customers using any of our services. The team is currently going through an exciting period of growth and consequently, a vacancy has arisen for a Customer Service Associate to join our team.

The Role

We are looking for a confident, friendly, person to undertake customer service, clerical and other duties, at our Smarte Carte operation based in the terminal building of Heathrow Airport. You will represent our company and be responsible for the first impression we make to our customers, both internally and externally to our operation.

The ideal candidate will have a friendly and easy-going personality while also being very perceptive and disciplined. You should be confident to deal with issues as and when they arise and give accurate information to customers.

Our Customer Service Associate Role, has many responsibilities, dependant on the area you are working in:

Responsible for keeping the front desk tidy and presentable with all necessary materials.

Assist customers face-to-face in answering their inquiries.

Answer incoming calls and emails.

Collect Lost Property items from various security collection points, located throughout the Airport (a considerable amount of walking is involved)

Use of software to register items of lost property on our system.

Keep records and files updated in accordance with company procedures.

Collect and handle Mail and Fly items, ensuring the registration system is kept up to date.

Handle pre-arranged face-to-face customer item collections and paperwork.

Conduct Investigative work to identify items and match these with their owners.

Prepare and pack items to be shipped.

Work to set targets.

Prepare reports and provide feedback on results.

Communicate the shift handover for the operation where required.

Manage through to resolution, any initial customer complaints.

Build honest, respectful, two-way relations with work colleagues.

Develop positive relationships with airport officials, managers, and any other people who encounter our business.

Demonstrate a positive brand image within the airport by being an ambassador for the company.

Take up other reasonable duties as assigned.

Requirements and skills

Experience in a customer service position is required

Knowledge of office management systems

Proficient in English (oral and written)

Excellent knowledge of MS Office (especially Excel and Word)

Educated to GCSE level or equivalent, with English Language and Mathematics (grade C or above)

Be able to carry out work that may involve extensive periods of walking.

Strong communication and people skills

Good organisational and multi-tasking abilities

Problem-solving skills

Customer service orientation

It is essential that you are not colour-blind as you would be unable to use essential equipment required for this role.

What makes a good Customer Service associate?

A good Customer Service Associate has excellent communication skills due to interacting with customers, employees, and airport staff daily. They also have expert interpersonal skills. Soft skills such as friendliness and likability will help them excel in the position.

As a customer-facing associate, you will be a confident, motivated, and ambitious individual. This is a great opportunity for you to step up your level of responsibility and take ownership of some of the day-to-day tasks.

The nice to have:

Previous airport environment experience

Good IT and Technical skills

Educated to higher education level

Fluency in other languages

Experience in using tills, handling and counting money

Drivers Licence

To do the job well, you should:

Be honest and trustworthy. We work with high-value items and have zero tolerance for theft.

Be able to use initiative & work independently but know when to refer to your manager for advice/ key decisions.

Have an enthusiastic, proactive, and professional approach to work.

Possess excellent interpersonal, listening, and communication skills, both written and orally

Be organised with the ability to prioritise effectively.

Have accurate attention to detail.

Be reliable with excellent timekeeping and attendance levels.

Be always well-groomed with excellent levels of personal hygiene.

Able to work under reasonable pressure and enjoy a fast-paced working environment.

Before you start

1. We operate shifts around the business operating hours. Although we try to have a set working pattern, you must be flexible in line with the needs of the operation. We currently operate between 7am and 7pm, 7 days a week, with a 4 days on and 2 days off schedule. Shifts are scheduled at 8.5 hours per shift.

2. You must be willing to undertake a criminal record check and online training qualifications.

3. If you do not already have an airside pass, you must be able to provide references to cover your whereabouts for the past 5 years.

The development of our employees at Smarte Carte is paramount. To support this, we offer:

13.85/hr Minimum LLW (double time on bank holidays)

28 days annual leave per annum (based on a 40hr per week contract) - which includes bank holidays.

Training to support you in becoming an excellent Customer Service Associate

Discount at some outlets within the airport

Cash plan benefit after the 6 month probation period has been completed

Experience:

Customer Service: 1 year (required)

Work Location: One location

Smarte Carte UK Ltd.

Lost Property Office

London Heathrow Airport

Hounslow, TW6 2QF

Job Types: Full-time, Permanent

Pay: 13.85 per hour

Benefits:

Canteen Discounted or free food
Work Location: In person

Application deadline: 20/08/2025
Reference ID: Customer Service Associate
Expected start date: 01/08/2025