Identity Management Officer

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 an excellent customer service. The role will include both pass administration duties and the issuing of a pass.The successful candidate may also be required to cover other duties to support the operation when required.

To deliver a customer focussed identity management service. To review and assess application details, ensuring compliance against legislation and the Heathrow ID Pass Standard.

Principal Accountabilities:

• To provide excellent customer service to all customers and stakeholders; and maintain exceptional professional standards always
• To support our customers in their journey through pass application, verifying 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
• Take an active role in projects, service transformation initiatives and other duties to support the operation and personal development
• Take personal responsibility for safe working practices, minimising risk to self, work colleagues and customers
• To support the administration team by answering telephone & email queries

Qualifications and Experience:

• 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
• Excellent English language skills – additional languages advantageous
• Must have proven ability to successfully communicate professionally with people at all levels
• Must have an intermediate computer skill with ability to use Internet, email, word
• processing, spreadsheets, and databases
• A knowledge of Heathrow’s operation is desirable
• Attention to detail and a high level of accuracy required when inputting data

About The Company

Heathrow is more than just an airport, it is a community where people come together to shape the future of travel. As one of the world’s busiest and most iconic airports, we are driven by our vision to give passengers the best airport service in the world. Our teams work across a wide range of functions, all with the shared ambition to keep Heathrow running safely, smoothly and sustainably.