Customer Service Ambassadors, Heathrow

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£8.21 – £10.50/annum

Location

Heathrow, Greater London

Posted

30/08/2019 (16:32) Just Added

Agency

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Description

Reporting to: Team Leader or Supervisor Ambassador Background:

We are currently recruiting for customer service ambassadors who will be the “face” of Heathrow Airport, being the Largest Airport in the UK and one of the largest and busiest Airports in the world, to ensure Heathrow achieves and maintains its position as Europe’s “Hub Airport of Choice”.

We are looking for people who have something extra special, a genuine passion for delivering legendary service and enjoy helping others.

Heathrow Airport is busy, multi- tasking is essential and the hours can be long, so you must be happy to be working on your feet, have lots of energy and ability to work at pace.

Key responsibilities:

  • Arrive to work 15 minutes before your shift commences ensuring you use hand clock, sign in, dressed in full uniform and well presented at all times;

  • Work collaboratively with HAL Airport teams, Airline on Duty teams, other Omniserv teams -PRM (People with reduced mobility) or where required regulatory bodies:

  • To liaise with your fellow colleagues (PRM or others) on a daily basis and ensure that any outstanding issues are followed up and completed

  • Communicate with your Team Leader or Supervisor regarding any potential problems which may be encountered within the operation

  • Ensure proper checks are conducted on your equipment and return all technology (tablets) at end of shift

  • Record any health or safety incidents and ensure all relevant parties are informed

  • Be fully aware of all our customer requirements and the various methodologies used

  • Assist in resolving passenger queries and complaints as required, record positive or negative feedback or comments in writing; – always communicate to Team Leader or Supervisor any feedback which is received either way

  • Ensure that all necessary updates and other information are passed on to colleagues

  • Ensure the Team Leader or Supervisor are kept fully updated on all correspondence and daily activities – always provide a Hand-over at end of shift

  • Be a role model- you are always on stage, demonstrating the key HAL standards and CARE model (Courtesy, Approachable, Ready to help and Expert)

Roles:

General Service Ambassador (GSA) – Meet and greet customers, using our state of the art tablet technology to guide passengers with directions or provide general information on arrivals; Compliance -responsible for preparing passengers for security proactive and confident in requesting passengers to place all liquids, gels and pastes in clear plastic bags prior to security clearance; Connections – assisting passengers with connecting flights,

  • Validation- ensuring all boarding cards are validated and passengers are in correct Terminal: Way-finding- providing directions to other Terminals or locations;

  • E Passport – helping people use the E Passport gates and ensure the right people use these gates; Fast Track arrivals or departures – ensuring the right enter Fast Track E.g. Business class or people with Fast Track vouchers;

  • Track Transit System (TTS) – ensuring passengers arriving at Terminals B and C (T5) catch the correct train to arrivals or the correct flight;

  • Queue Timing- this is a process required for timing the flow of passengers.

  • Data collection – this is an additional service where required by our customer HAL which is collated via our smart purple tablets.

Applicants will need:

Excellent communication skills, both written and verbally in the English language. All applicants must complete B2 accreditation standard on line English test as part of recruitment process: Second language preferred but not essential; All Languages are tested at Interview stage to ensure standard required;

  • An ability to deliver excellent standards of customer service – Legendry Service

  • To be smart and professional in appearance.

  • To be polite and courteous to passengers at all times including, potentially, conflict situations.

  • To be approachable at all times and ready to help.

  • To use tablet technology to note feedback and comments from passengers which could help improve operations – particularly when it is of a recurring nature.

  • All applicants must have the right to work in the UK, must undertake a CRC (Criminal record check) and provide us with a 5-year checkable referencing history.

  • Due to the hours of working; all applicants must be over 18 years of age.

Roles and Responsibilities Ambassadors will work shifts on a roster that covers 7 days a week, comprising of 2 early shifts, 2 late shifts and 2 days off or part time shifts which vary.

Benefits:

  • Holiday Pay

  • Free Parking

  • Training Available

Type

Permanent

Contract Length

N/A  

Contact Name

Job Reference

Customer Service Ambassadors

Job ID

210708541

Applications

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If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email when it is available.

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If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email.

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