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Passenger Service Officers

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Currently we are recruiting for Passenger Service Officers at Heathrow airport. 

Job Title: Passenger Service Officers Heathrow Airport

Salary: Competitive salary plus excellent benefits

This is an exciting opportunity for candidates with strong operational and service experience to join our Airport Operations team on a permanent and fixed term basis.  These positions are available on a full-time and part-time basis.

Successful candidates will be responsible for providing customer service to both internal and external customers by ensuring the efficient, timely and safely servicing of aircraft arrivals and departures in accordance with company requirements and standards.

The role of the Passenger Service Officer will include (but is not limited to):

  • Ensure safety standards and good working practices are adhered to
  • Ensure the safe departure and arrival of all daily flights with On Time Performance where possible
  • Perform check-in, transfers, departure and arrival duties in accordance with company policies and procedures
  • Perform ambassador role to ensure the smooth flow of check-in with the promotion of self-service check-in usage
  • Adopt the Service Straight from the Heart philosophy and customer service campaign
  • Provide care and assistance to passengers with special requirements, unaccompanied minors and wheelchair requests
  • Perform specialised pre-flight and flight management tasks, including catering, pre-seating, upgrading/downgrading and monitoring flights during check-in
  • Perform specialised duties in the premium lounge and baggage department when required
  • Perform specialised gate coordinator tasks at the departure gate when required
  •  Liaising with the Flight Crew and Cabin Crew when required, plus internal departments including Engineering, Cabin Crew Base, Customer Sales and Customer Relations when required;
  • Liaise with external parties that include the ramp, catering, cleaners, security, handling agents and other international airlines
  • Perform post flight duties, including passenger ticket reconciliation, calculation of passenger duty tax and monitoring telexes
  • Ensure understanding of irregular flight procedures and problem solving techniques
  • Participate in local Emergency & Accident exercises, plans and projects when required

The successful candidate will be educated to GCSE level or equivalent with Maths and English passed at Grade C.  Strong PC skills are essential.

We are looking for a team player that can clearly show a proven history of flexibility, pro-activity and organisation skills. Applicants should have the ability to work under pressure with excellent time management and communication skills.

Working in a very busy, pressurised and challenging environment, the ideal candidate must be able to provide previous demonstrable face to face customer service experience within an airline or airport environment.

Delivering continuous and consistent service ‘Straight from the Heart’ is pre-requisite for all applicants for this role.

The ability to speak and/or write Cantonese, Mandarin or an Asian language would be advantageous. An excellent standard of written, oral and aural English is also required.

Working airside and landside the successful candidate will be rostered to work a flexible roster pattern, covering the operation with a variety of shifts that vary from 04:00 hours to 23:00 hours, 7 days per week.

A full job description is available upon request.

If you believe you have the skills and experience to succeed in this role, please inform your line manager and send your CV and covering letter by email to Tanya Chau to uk_hr@cathaypacific.com outlining your suitability for this position by 17.00 hours on Friday 5 September 2014.

All applicants must have the right to live and work in the UK.  We are unable to assist applicants with visa or work permit applications.

Cathay Pacific values a diverse workforce and welcomes applications from all sections of the community.  www.cathaypacific.com