Job Description

The main purpose of the role is to grant access to the restricted areas of Heathrow Airport in line with the Heathrow Security Standards and Department for Transport Statutory. Requirements whilst delivering an excellent customer service. The role will include both pass administration duties and the issuing of a pass. The successful candidate may also be required to cover other duties to support the operation when required. To deliver a customer focussed identity management service. To review and assess application details, ensuring compliance against legislation and the Heathrow ID Pass Standard


This is a full time role with no flexibility to work remotely.



To provide excellent customer service to all customers and stakeholders; and maintain exceptional professional standards always To support our customers in their journey through pass application, verifying paperwork ensuring compliance checks are conducted and passes are issued 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

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. Must be able to work under pressure within a fast-paced environment whilst delivering excellence in service to customers and staff Excellent English language skills - additional languages advantageous Must have proven ability to successfully communicate professionally with people at all levels Must have an intermediate computer skill with ability to use Internet, email, word processing, spreadsheets, and databases A knowledge of Heathrow's operation is desirable Attention to detail and a high level of accuracy required when inputting data

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 Sustainable Travel Guide 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.