Customer Experience Ambassador
MAG (Airports Group)
full-time
Posted on:
Location Type: Office
Location: London • United Kingdom
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Salary
💰 £28,826 - £31,925 per year
About the role
- 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
- 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
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
first aidoperational contingenciesqueue controlcrowd controlsecurity patrolscompliance checksasset availability checks
Soft Skills
customer servicecommunicationconflict managementproactive mindsetpersonal resilienceteamworkindependencetime managementempathy