Customer Experience Ambassador

MAG (Airports Group)

Customer Experience Ambassador assisting customers at London Stansted Airport. Responsible for providing world-class customer service and safety inspections during their journey through the airport.

Posted 4/13/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSenior💰 £28,826 - £31,925 per yearWebsite

About the role

Key responsibilities & impact

Meet and greet customers at key touch points throughout their journey.
Respond to customer needs to advise, support, direct, and resolve issues, providing empathy and assurance to customer problems.
Overseeing the hosting of E-gates in the immigration area, assisting arriving passengers through the immigration process, working alongside UK Border Force.
To operate access control posts across the airport, allowing access to those authorised.
To complete compliance and security patrols around the airport, completing security, health and safety and basic asset availability checks.
To operate information desks, providing information and assistance to customers.
Queue & crowd control at various touchpoints across the airport, including Check-in, pre-security, Immigration and Baggage Reclaim.
To complete other regulatory checks.
To support the implementation and provide guidance during contingencies, e.g. Fire alarm, TTS failure.
Under instruction from the Customer Experience Manager/Airport Duty Manager, to support the deployment of emergency incident response and contingency plans.
Providing initial first aid response and liaison with emergency services.
To be fully up to date regarding policy, procedure, process, and company updates.
Take pride in the Airport and resolve or report any issues to the relevant parties as required.
Interact with 3rd parties to ensure customer issues are seen through to the point of completion.

Requirements

What you’ll need

Proven customer service experience
Passion for working in a customer facing environment
Strong, clear communicator
Experience and confidence in dealing with first aid
Experience in implementing operational contingencies
Can-do and proactive mindset
Multi-lingual or second language desirable
Ability to assess situations and deal appropriately to improve or diffuse; accordingly, conflict management skills and willingness to challenge
A high level of personal resilience
Ability to work in a team or alone, and unsupervised
Excellent time keeping
Ability to work in a dynamic environment

Benefits

Comp & perks

Flexible and generous company pension plan with various company contribution options (up to 8%) that you can change to suit your personal needs
24 days holiday plus bank holidays
Free parking
Subsidised public transport
Huge range of company discounts
2 volunteering days per year
Free Virtual GP service
Care Concierge service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

first aidoperational contingenciesqueue controlcrowd controlsecurity patrolscompliance checksasset availability checks

Soft Skills

customer servicecommunicationconflict managementproactive mindsetpersonal resilienceteamworkindependencetime managementempathy