Customer Care – Identity Management Officer

About the role

The Identity Management Officer provides front‑line support to senior stakeholders of companies that use the ID Pass scheme at Heathrow Airport. You will handle queries via phone, email and CRM, ensuring a high‑quality, consistent response for both existing members and prospective applicants.

Key responsibilities

• Answer stakeholder queries related to ID Pass onboarding, access control, contract validation and extensions.
• Verify corporate eligibility for the scheme and flag any fraudulent attempts.
• Maintain accurate data entry in Heathrow IT systems and ensure compliance checks are completed.
• Deliver professional, courteous service over the phone, CRM and occasional face‑to‑face interactions.
• Escalate issues and report activity to the relevant manager as required.

Required profile

• Proven experience in a customer service environment.
• Ability to work under pressure in a fast‑paced setting while maintaining high standards.
• Proactive attitude with strong attention to detail.
• Knowledge of DfT and Heathrow security standards is desirable, but full training will be provided.

Required skills

• CRM software

What we offer

• Full training on ID Pass procedures and Heathrow security standards.
• Opportunity to work with senior managers and gain insight into airport security operations.