Customer Ambassador

2 weeks ago

Solihull, Solihull, United Kingdom Birmingham Airport Ltd Full time

Birmingham Airport is the UK's seventh largest with 30 airlines serving over 120 destinations direct and onwards to over 400.

Prior to the Covid-19 pandemic 13m customers a year flew in and out of BHX.

Going forward we project growth to more than 18m customers a year by by which time we will be connected to central London by HS2 trains in just 37 minutes and aim to have become a net zero carbon airport.


Our purpose is:
Proud of Every Journey.

That means everyone at the airport and the 100 organisations operating on the airport site, taking pride in getting customers safely, punctually, and comfortably from A to B.


By creating a kind, values-driven environment where everyone feels empowered to bring their best to work, we will retain and develop our people - and deliver on our purpose.

Our seven pillars, Growth, Customer, Neighbour, Efficiency, People, Safety & Security and Carbon, support the strategic output of the company.


Our values - Curious, Dedicated, Inclusive, Respectful & Supportive guide how our colleagues treat each other as we serve customers with safety & security as our top priority.

Summary of the role
Reporting to the Customer Experience Team Leader (CETL) and under the direction of the Customer Experience Coordinator (CEC) you will play a key role in ensuring our customers have a smooth, safe and enjoyable journey throughout our airport, focusing on promoting our corporate image and delivering excellent customer service

Duties and Responsibilities

  • Delivering great service to our customers and partners on a 24/7 basis.
  • Take direction from CETL / CEC to ensure key customer touch points are covered as required.
  • Support the smooth running of the terminal operation, managing passenger flows in key terminal areas, such as check in, security and immigration.
  • Respond to Emergency Incidents under the directive of the CETL / CEC.
  • Provide first line response to First Aid events.
  • To be fully flexible to support the rostering requirements of the post to sustain the operational requirements of a 24/7 airport.

Customer Experience

  • Hosting and monitoring of airport facilities as directed by the CETL/CEC to prepare passengers for presentation.
  • Assist in the control and monitoring of the passenger flow in designated areas
  • Delivering great service to our customers and partners.
  • Proactively resolve problems to minimise the impact on our customers

Monitor terminal facilities and ensure that general housekeeping is delivered and escalate to the CETL/CEC as required.

  • Identify and escalate any issues that may impact the operation to the CETL/CEC
  • To promote the airport's corporate images by strict adherence to the airport dress code and professional behaviours.

Health and Safety

  • Under the directive of the CETL/CEC respond appropriately to emergency incidents.
  • Respond to fire safety incidents and fire alarm activations in a calm and professional manner.
  • Championing a culture that focuses on health and safety, reporting accidents/ incidents and near misses.
  • Provide first aid, CPR and AED support to those that need it
  • Complete and comply with all training modules in order to meet company Health and Safety standards and CAA regulations

People

  • Treat everyone with respect and build good working relationships with all team members
  • Share knowledge, listen to the views and opinions of others in the team.
  • Actively promote Equality and Diversity by creating an inclusive culture for the team.

Relationship Management

  • Supporting the wider airport community, such as UKBF and Ground Handlers in the delivery of great service to our joint customers.

Performance

  • To identify opportunities for improvements in service and efficiency within the operation.
  • Action and demonstrate feedback received from CETL / CEC

Other Duties


To carry out such other duties commensurate with the grading of the post that maybe determined from time to time.


Hours of work

  • Annualised hours Depending on business need.
  • 24 Hour operation
  • Shifts including: Earlies, Lates & Nights

Job Types:
Full-time, Permanent, Graduate

Pay:
£25,462.00 per year

Benefits:

  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Free parking
  • Gym membership
  • Life insurance
  • Onsite parking

Schedule:

  • Day shift
  • Monday to Friday
  • Night shift
  • Overtime
  • Weekend availability

Supplemental pay types:

  • Performance bonus

Experience:

  • Customer service: 1 year (required)

Work authorisation:

  • United Kingdom (required)

Work Location:
In person

Reference ID:
CA23

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