Passenger Service Agent

LOCATION: Stansted Airport

SHIFT PATTERN: 4 on 2 off or 2 on 4 off (depending on availability)

PAY RATE: £13.67 per hour (to increase to £14.32 from 1st Nov 2026)

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at  [email protected]. We're here to help!

OVERVIEW OF JOB DESCRIPTION

Helping passengers with assistance requirements to and from the aircraft and around the airport, enhancing the passengers journey.

Main Duties & Responsibilities:

• Greet passengers always asking what help is required, explaining the process to the passenger and preparing them for check in and security.

• Assisting passengers through the check in and security process and helping them to either the boarding gate or airside waiting area.

• Ensure the collection of wheelchairs around the airport terminal and returning them to the required storage areas.

• Assisting passengers and their hand luggage on to their flight.

• Collect arriving passengers from the aircraft, or the pre-immigration waiting area and take them through immigration/passport control and to the baggage hall to identify their baggage. Through HM customs to the arrivals hall.

• Complete all jobs correctly on the handheld devices.

• Call Operations co-ordinators to inform them of all extra passengers.

• During delays or disruption liaise with the Operations co-ordinator, Airlines and handling agenta to ensure that assistance passengers are kept up to date.

• Drive passengers within Airport on relevant equipment.

• Provide manual lifting assistance as required using the S-max, pro-move sling or aisle chair.

• Ensure inform is constantly updated with your progress with the passenger.

• 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.

Person Specification:

Essential

• Excellent customer service skills

• Strong written and spoken communication skills.

• A polite and professional approach.

• The ability to solve problems.

• The ability to deal tactfully with upset or angry passengers.

• IT skills.

Essential Criteria for an Airside Pass

• To be considered for the role you will need to provide the following:

• Full 5 years history that accounts for all periods of employment, self-employment, unemployment and education (any gaps over 28 days must be verified)

• Valid photographic proof of identity e.g. passport or driving licence

• Valid Visa/Proof of right to work for non UK and out of EU nationals

• Proof of National Insurance No. (or evidence that you have applied for one)

• Proof of identity and address (Utility bill, bank statement, etc.)

• Acceptance of and willingness to undergo a Criminal Record Check (CRC)* and Airside Security Clearance

• Where an individual has resided 6 months or more outside the UK in the last 5 years, the

appropriate clearance must be obtained i.e. Overseas Criminal Record Check (OCRC) from the

country of origin

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our 

About ABM:

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information, visit .

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.