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Agent, Customer Services (LHR)

February 14, 2026

Description

American Airlines is seeking a Part-Time Customer Service Agent based at London Heathrow. In this role, you will support a team of Team Leaders in delivering a safe and exceptional airport experience for customers. You will be expected to have a comprehensive understanding of all customer service functions and work flexibly across various roles. The position involves extensive standing, walking, and engaging with passengers, ensuring a smooth and efficient travel experience while following instructions from Team Leaders.

As an Agent, Customer Services, you will provide a consistently high-quality customer service ensuring a seamless experience at all contact points. You will perform a range of airport-related duties and support the daily operation in areas such as check-in, gates, transfer, arrival, baggage services, and ticketing (ATAC). You will work closely with and take instructions from the Team Leader responsible for the flight, work areas, or shift. Responsibilities also include conducting relevant administrative duties such as ATAC, preflight, and post-flight departure. Representing AA by adhering to uniform standards and adopting a customer-focused approach at all times is essential. You will promote and sell AA services and products to customers, attend and complete all compulsory training within deadlines, and adhere to safe working practices. Additionally, you will carry out any other reasonable duties consistent with the role.

Requirements

To succeed in this role, applicants must possess excellent interpersonal skills and a solution-oriented approach. They should have the ability to resolve conflicts professionally within time constraints and handle a stressful environment effectively while working with minimum supervision. A strong customer focus and enjoyment of face-to-face customer interactions are essential. Candidates must be able to represent the company at all times, maintain a well-groomed appearance, and adhere to uniform standards. The role requires flexibility to work in a shift environment, including weekends, bank, and public holidays. Reliability and punctuality are crucial, along with compliance with all AA policies and procedures. Candidates must demonstrate high-standard written and verbal communication skills and possess a valid BAA airside pass. GSAT training is required, along with the willingness and ability to successfully complete all relevant training. A valid DVLA driving license is necessary, and the post holder must be willing to apply for a BAA driving license as required. Additionally, candidates should be willing and able to train and hold a valid BAA jet bridge permit if needed.

Preferred qualifications include computer knowledge, specifically Microsoft Word, Excel, and email proficiency.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...