Identity Management Officer

Description

The main purpose of the role is to grant access to the restricted areas of Heathrow Airport in line with the Heathrow Security Standards and Department for Transport Statutory Requirements whilst delivering excellent customer service. The role will include pass administration duties and issuing of a pass. The successful candidate may also be required to cover other duties to support the operation when required. The job involves delivering a customer focused identity management service. It includes reviewing and assessing application details, ensuring compliance against legislation and the Heathrow ID Pass Standard. This is a full time role with no flexibility to work remotely.

Responsibilities

• Provide excellent customer service to all customers and stakeholders, and maintain exceptional professional standards always.
• Support customers in their journey through pass application, verify paperwork ensuring compliance checks are conducted and passes are issued.
• Attention to detail to ensure that data is checked and inputted accurately into the Heathrow IT systems.
• Ensure that personal records, invoicing, and technical information is maintained to the required standard. Undertake a range of ID processes including issue, revalidations and recording of pass types in accordance with ID Centre policy.

Qualifications

• 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.
• Must be able to work under pressure within a fast paced environment whilst delivering excellence in service to customers and staff.
• Excellent English language skills - additional languages advantageous.
• Must have proven ability to successfully communicate professionally with people at all levels.
• Intermediate computer skill with ability to use Internet, e mail, word processing, spreadsheets, and databases.
• Knowledge of Heathrow's operation desirable.
• Attention to detail and a high level of accuracy required when inputting data.