Airport Agent (Heathrow)


We are currently looking for a Customer Service Agent to provide exceptional service to our customers arriving into London Heathrow airport. The Agent will provide a complete end-to-end service to all arriving passengers who are looking to start their onward journeys with us.

This is an all-round role, with elements of face-to-face engagement, administration and concierge/hospitality duties.

Shift: Monday – Friday, 30 hours per week 15:00 – 21:00


  • Providing a “meet and greet” service to all arriving customers and ensuring exceptional levels of customer service are provided at all times
  • Working with our Fleet Control Centre to allocate chauffeurs to jobs in an efficient and considerate manner
  • Dealing with both pre-existing bookings, and also customers who arrive looking to make bookings
  • Acting as the point of contact in the arrivals lounge, recording the passengers’ arrival, confirming their departure time and liaising with the Tristar Control Centre to ensure a chauffeur is allocated in good time
  • Data entry and validation of inbound passenger information for the upcoming day at the start of each shift
  • Contacting outbound passengers 24 hours before departure to confirm pick-up address
  • Monitoring, correcting and reporting chauffeur standards ensuring that company principles are met
  • Building and maintaining excellent relationships with Tristar’s customers, clients and passengers


  • Previous experience of face-to-face customer service, this would ideally come from positions within retail, hospitality or the airport/travel industry
  • Excellent customer service skills
  • Strong geographical knowledge of London and The South, West and Midlands areas (training will be given if required)
  • Accurate data entry skills
  • Presentable and smart at all times
  • An ability to cope under pressure
  • An excellent team player