Customer Service Security

Customer Service Security – Aviation Security

Mitie | London Heathrow Airport

Role Information

• Contract Type: Full Time
• Pay rate: £13.19
• Shift Pattern: 4 on 2 off Shift Pattern
• Operational Hours: Between 040:30 and 23:59
• Vetting Requirement: Minimum 5-year checkable UK history
• Seeking candidates to deliver 5* customer service at Heathrow airport.

Role Overview

Mitie is seeking a professional and compliant Security Officer to join its Aviation Security Team at London Heathrow Airport. The role is responsible for the delivery of regulated aviation security services in accordance with Department for Transport (DfT) and Civil Aviation Authority (CAA) requirements, ensuring the protection of passengers, aircraft, personnel, and airport assets.

Role Purpose / Key Responsibilities

To support the safe, secure, and efficient operation of the airport through the delivery of aviation security functions, customer-facing security duties, in full compliance with regulatory, contractual, and company standards.

Primary requirement of the role is to manage access to the Self-Service Bag Drop area in check in by ensuring only travelling passengers are in the sterile area.

Host Service Bag Drop, delivering world class customer service, Providing customers with assistance to ensure their experience seems effortless.

Primary requirement of the role is to provide basic assistance to passengers using the

Report, and escalate security risks, prohibited items, or procedural non-compliance in line with escalation protocols

Support operational delivery as directed by Security Supervisors and the Aviation Security Manager

Ensure a professional security presence while delivering an appropriate level of customer service at all times

Comply with all Mitie policies, site instructions, and health and safety requirements

Complete all mandatory training, competency assessments, and refresher modules in line with CAA and company standards

Meet performance, quality, and throughput targets set by DfT, CAA, and Mitie Security Management

If required Operate security equipment strictly in accordance with training and authorisation

Demonstrate Mitie’s Brand Values and actively contribute to continuous improvement and personal development

Staff Car park available at subsidized prices (Discussed in Interview)

Essential Criteria

• Valid Counter Terrorism Check (CTC) or willingness to successfully complete the vetting process
• Completion of Aviation Ground Security Training, including:
• • GSO – Ground Security Operative
  • GSAT – General Security Awareness Training
• Previous experience in customer service roles (aviation preferred)
• Working knowledge of aviation security legislation and procedures
• Strong verbal and written communication skills
• High level of attention to detail and situational awareness
• Ability to operate effectively under pressure and follow structured procedures
• Physically capable of carrying out operational security duties and be able to stand for long period of times
• Able to comply with Mitie uniform Policy
• 5-year checkable employment and residency history in the UK
• Flexibility to work early mornings, evenings, and occasional night shifts

Desirable Criteria

Able to speak other languages

Customer Service Experience

Customer Service Security – Aviation Security

Mitie | London Heathrow Airport

Role Information