Job Description

Answering stakeholder queries received by Phone/Email/CRM software in reference to all matters relating to the ID Pass scheme membership at Heathrow. These queries are usually sent in from Authorised Signatories/Nominated officers of companies either already on the ID Pass scheme or looking to be part of it. These stakeholders are often senior managers in their respective organisation hence it is critical to ensure the standard of ID Centre responses needing to be of a high quality and consistent.

Liaising with stakeholders in reference to queries around ID Pass scheme Onboarding/ Access control/ Contract validation and extensions includes verifying the eligibility of corporate entities to join the ID Pass scheme in line with the requirements set out by ID Centre and identifying fraudulent attempts to provide contracts to extend/join the ID pass scheme at Heathrow

Please view the full job description below:

HAL_F_Customer Care Identity Management Officer (CC-IMO).docx

• To provide excellent customer service to all customers and stakeholders- Primarily over the phone and CRM software however some face to face interaction is necessary where required
• Maintaining exceptional professional standards always in all the communication they carry out- this includes phone conversations
• To support our authorised signatories and Nominated officers in their journey navigating the ID Pass scheme at LHR.
• Ensuring compliance checks are conducted and passes are issued including elements of assurance checks on the activity which need to be reported to a relevant manager.
• Attention to detail to ensure that data is checked and inputted accurately in to the Heathrow IT required standard

• 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. Full training will be given
• Must be able to work under pressure within a fast-paced environment whilst delivering excellence in service to customers and staff