Identity Management Officer

Introduction

Heathrow is a city within a city, through which millions travel every year. As one of the world’s busiest airports, we never stand still – and neither does our Security team. Keeping our passengers and stakeholders safe whilst providing excellent customer service is a complex job, but it’s a rewarding one.

Our Security team brings together compliance, intelligence, risk, product and operational delivery across our vast estate. We’re constantly innovating, with the latest technology and new processes to drive excellence and reduce risk everywhere.

Join us and you’ll connect with people from different cultures, nationalities and experiences, as we work together to give passengers the best airport service in the world. Alongside this, the Security team works with a broad range of external stakeholders such as government, airline partners and baggage handlers, as well as ensuring excellent relationships with internal teams.

Such variety means there are endless opportunities to grow your skills and develop your career with us, within Security and across our whole business. Our team will help you to be at your best, supporting you to learn and backing you to achieve more than you might ever have imagined. Join us and discover a world of fresh possibilities every day.

Job Description

The Identity Management Officer at Heathrow Airport ID Centre is a crucial role in maintaining the high standards set by Heathrow Security and the Department for Transport Statutory. Your role will be to ensure the ID Pass Scheme meets these rigorous standards while delivering exceptional service to our customers.

In this role, you'll be responsible for both pass administration tasks and pass issuing and ensuring that all application details are compliant. Your duties will include reviewing and evaluating application details, conducting security interviews, and supporting the wider Team Heathrow in various ID Pass-linked initiatives.

Successful candidates will excel in customer service, possess meticulous attention to detail, and contribute to enhancing operational efficiency through their work.

There is a choice of both shift work and Monday-Friday hours available. However, spaces are limited and flexibility is needed from successful candidates. This is also an office based role.

Your role will involve

1. Providing excellent service and support to all customers and partners whilst maintaining exceptional standards
2. Reviewing and assessing ID pass applications, onboarding of new organisations and ongoing maintenance of the ID Pass scheme. Ensuring compliance against legislation and the Heathrow ID Pass Standard
3. Undertaking a wide range of ID-related activities including verification, conducting security interviews, and supporting Team Heathrow in ID Pass-linked initiatives
4. Ensuring data is inputted accurately onto relevant systems and records are maintained to the required standard
5. Taking part in projects, initiatives and other duties to support the operation and personal development
6. Supporting stakeholders through the Customer Care team that sits within the ID centre, by answering queries by telephone or email

These Skills Are Essential

1. Experience in the use of Microsoft applications including Outlook and Excel
2. Professional communication skills, via email, phone, and face-to-face with a wide range of internal and external stakeholders
3. The confidence to plan, adapt and make decisions independently
4. Data Entry and verification experience where a high level of accuracy is essential
5. Experience working in a fast-paced customer service environment whilst delivering a high quality and personalised service to customers

About Us

There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you’ll discover a world full of fresh possibilities and come home buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.

Working location

This is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.

Sustainable Travel to work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work, and through our diversity networks, we champion inclusivity and celebrate individuality.