Job Description

The role: Customer Experience Representative

Are you passionate about delivering world-class customer service? Do you thrive in a dynamic, fast-paced environment? We are seeking outstanding individuals to join our team as Customer Experience Representatives at our flagship Terminal 5 and Terminal 3 at London Heathrow Airport.

As the face of the company, you'll play a crucial role in crafting unforgettable experiences for our passengers, ensuring their journey with us is smooth, enjoyable, and truly reflective of our dedication to perfection.

Please note that we reserve the right to close this advert early due to the number of applications received.

What You'll Do

• Greet and offer personalised service to all our and codeshare customers, ensuring a welcoming and seamless experience throughout their airport journey.
• Assist passengers with check-in, boarding, connecting and arrival processes.
• Address customer queries and concerns efficiently, always aspiring to go above and beyond to provide outstanding service.
• Support our premium customers with tailored, high-end service
• Facilitate safe, secure, and punctual departures
• Identify and maximise revenue opportunities through ancillary services
• Collaborate with team members to ensure seamless operations and customer satisfaction
• Adapt quickly to changing situations, always maintaining a positive and proactive demeanour

What You'll Bring to us

• A passion for hospitality and an enthusiasm for creating exceptional customer experiences
• Strong communication skills and the ability to engage confidently with a diverse range of customers
• Maintain composure and adaptability, even in difficult or fast-paced situations.
• Flexibility to work shifts covering 24/7 operations, including weekends and bank holidays
• Pride in your personal appearance and a dedication to upholding our high standards
• Proficiency in using computer systems and applications
• A proactive approach to problem-solving and decision-making
• Able to work optimally both independently and as part of a team

Your Experience

• 12 months experience in a hospitality or customer service role is desirable
• Proficiency in spoken and written English (additional languages are a bonus!)
• Aged 18 or over at the time of application, with the unrestricted right to live and work in the UK
• Ability to acquire and retain an airside pass