Customer Care Agent, PRS Operation

September 24, 2026

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As a Customer Care Agent – PRS Operations, you will support passengers who require assistance throughout their journey at Heathrow Airport. This is a highly people-focused, hands-on role where empathy, communication, and reliability are essential.

You will be a key part of the passenger experience, helping customers move comfortably and confidently through the airport.

Key Responsibilities

Collect passengers from their arrival point at the airport to escort them through security, passport control and onwards to their boarding gate
Collect arriving passengers from the aircraft, take them through immigration, passport control and onwards to the baggage hall to identify their baggage. Assist the passengers through HM customs into the arrivals hall and with any onwards travel needs
Greet passengers always ask what assistance is required, explain the process to the passengers and prepare them for airport procedures
Assist passengers that are transferring flights
Communicate to the control and supervisor team recording any additional passengers
During delays or disruption liaise with the control and supervisor team along with airline and handling agents to ensure that passengers are kept up to date
Use equipment safely and professionally
Provide manual lifting assistance as required
Record progress of the passenger using the Personal Digital Assistant issued
Be responsible for all Company equipment issued to you on a daily basis
Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers)
Provide legendary service to all passengers
Wear uniform correctly
Follow correct sign in/out process

Carry out any reasonable task requested. This description is an outline of the role, and it is expected that key tasks will vary with the demand of our client and operation base.

About You

Required Experience :

Previous experience of primarily working within Customer Services ideally in a customer-facing role
The ideal candidate will have excellent communication skills
Must have the right to work in the UK
Must hold a Driving licence
Must pass a DBS check
Must be able to provide 5 years’ reference information
Must be over 18 years of age

Desirable Skills :

Flexibility
Innovative
Achievement orientated
Energy/Drive
Courteous
Patient and understanding
Security Aware

About The Company

ABM is a leading provider of facility, aviation, and support services, operating across major transport hubs in the UK. At Heathrow, ABM plays a vital role in delivering Passenger Requiring Assistance (PRS) services, ensuring every passenger receives a safe, respectful, and positive airport experience.

We pride ourselves on professionalism, teamwork, and delivering exceptional service in a fast-paced environment.

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