Service Desk Agent

Job Opportunity: Service Desk Agent
Location: Heathrow
Department: Front of House
Reports to: Operations Manager

Salary: £15 per hour

Hours: The Shift rotation will be 6 on 3 off with a mixture of early and late shifts. The agents must be available to work any shift timings between 0430-2200.

Our client is seeking candidates with experience in airline ticketing, particularly with the SKYSPEED system, as well as those with a strong background as a travel agent, even if you haven’t previously worked directly with SKYSPEED.

Our client, a leading provider of professional ground handling services at major airports, is looking to hire multiple dedicated and talented Service Desk Agents. This exciting opportunity will allow you to take on new challenges, grow professionally, and make a significant impact as the company supports the Eurowings contract for ground services. If you’re passionate about customer service and eager to contribute to the success of a dynamic team, we encourage you to apply.

Key Responsibilities:

• Provide support to passengers at the airport with reservations/ticketing, payment collection for additional services, and assist with flight disruptions.
• Handle reservation and ticketing requests, including booking, payment collection, and ticket issuance.
• Process payments for airport ancillary services (e.g., last-minute upgrades, excess baggage, seat selections), ensuring adherence to cash handling practices and GDPR guidelines.
• Assist with the relocation and re-booking of passengers impacted by delays, cancellations, or diversions.
• Collaborate with partner airlines to manage administrative tasks such as daily sales, banking, etc.
• Offer clear advice and guidance to passengers affected by flight disruptions on available options.

Qualifications & Experience:

• Excellent customer service skills with a strong ability to manage customer interactions effectively.
• Previous experience with airline ticketing, specifically SKYSPEED system.
• Strong written and verbal communication skills.
• Ability to work well as part of a team with good organisational and time management skills.
• Ability to remain calm and handle irate passengers professionally, even under pressure.
• Ability to work under pressure with last-minute reservations and ticketing issues.
• Preferably experience in face-to-face customer service roles.
• High attention to detail with an optimistic and “happy to help” attitude.
• Flexible and willing to adapt to changing situations, including cancellations, delays, and other unforeseen challenges.

What They Offer:

• Employee Assistance Programme with 24-hour access to trained counsellors and wellbeing initiatives.
• Overtime opportunities (but not always guaranteed) to enhance pay.
• Competitive salary and shift allowances.
• Full training and certification for airport operations and equipment use.
• Opportunities for career growth within the company.
• A dynamic and collaborative working environment.
• Death in Service benefit of up to 3x annual salary.
• Subsidised parking at designated staff car parks.

Our client is committed to diversity and inclusion and welcomes applications from candidates of all backgrounds. They are dedicated to creating a supportive and inclusive workplace.

We look forward to hearing from you!