Wilson James are currently seeking customer focused Welcome Services Agents to join them at Heathrow Airport.


This will be a multi skilled role within our Welcome Services team that works across our contracts at Heathrow. The role is to provide the highest customer service, supporting passengers navigate their way across and within the Heathrow Campus. This role includes assisting on connecting buses between terminals, supporting passengers requiring support (PRS) and providing guidance and support within our customer facing roles at the airport.

Customer service is a key aspect of this role and you will be responsible for delivering customer service excellence to every passenger travelling through Heathrow.

Daily duties include; 

  • Provide excellent customer service, be polite and courteous at all times
  • Ensure a proactive service is offered to passengers, approaching any passenger that may be needing help, and looking for any signs that a passenger may require assistance
  • Assist special assistance passengers through the terminal to and from the aircraft and assist with the transfer into their aircraft seat or wheelchair through safe manual handling techniques. Providing assistance with the PRS baggage
  • Escorting arriving and departing special assistance passengers (along with accompanying family as necessary) through the airport either on foot, by wheelchair or electric buggy/ caddy  as depicted by their categorisation.
  • Perform duties supporting and navigating passengers within the service areas of the terminals, in accordance with the roles SOP (Standard Operating Procedures). This would include welcoming at terminal entrances and hosted points within the passenger journey for Customer service and Compliance support.
  • Be vigilant for any unattended bags and escalate immediately to Terminal Control, and liaise with police and other security agencies as required until a Heathrow member of staff attends.

About You

The ideal candidate for this role will have previous roles where excellent customer service and communication skills are standard as well as having; 

  • Able to deal calmly and confidently with all demands from the public.
  •  Self-motivated and reliable with a conscientious approach to the Safety and Security aspects of your role.
  • Competent to meet and greet anxious, foreign speaking connection passengers and reassure them
  • Must be able to lift passengers in accordance with manual handling guidelines
  • Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance in order to ensure team effectiveness and availability and an open/honest attitude to all aspects of their role
  • Excellent administration skills; completing job sheets with accurate data

Desired Skills;

  • Knowledge of airside operations at Heathrow Airport

About The Company

Wilson James is a leading security, construction logistics and aviation services provider with more than 5,000 employees. With in-depth sector and service expertise, we deliver solutions to clients operating across the Aviation, Construction, Corporate, Energy, Manufacturing, Maritime and Technology industries.

  • Work Hounslow
  • Job ref: J842

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