Customer Care - Identity Management Officer

• Answering stakeholder queries received by Phone/Email/CRM software in reference to all matters relating to the ID Pass scheme membership at Heathrow
• 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
• 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

Knowledge of DfT and Heathrow Security Standards desirable