Apprentice, Customer Services

1 week ago

London, United Kingdom American Airlines Full time

Location: London Heathrow Apt (LHR-TRML)
Requisition ID: 62437

Please make sure that you have the legal right to work and live in the U.K. The possession of an U.S. or E.U. passport does not qualify for a work permit in the U.K.

**Intro**:
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board

**Why you'll love this job**:
The job is a member of the Customer Services team at our LHR station. You will support a group of Team Leaders in delivering a safe and first-class airport experience to our customers. You are expected to understand all areas of customer services and work flexibly across all functions. This position will involve a significant amount of standing, walking, and greeting customers in a variety of roles within Customer Services, while reporting into and taking instructions from the Team Leaders.

**What you'll do**:

- Provide a consistently high-quality customer service ensuring a seamless at all contact points.
- Perform a range of airport related duties and be prepared to support the daily operation in any capacity required in the following areas: Check-in, Gates, Transfer, Arrival, Baggage Services, and ticketing.
- Work closely with and take instructions from the Team Leader responsible for the flight/work areas/shift.
- Conduct relevant administrative duties e.g., ticketing, pre-flight and post flight departure.
- Represent American Airlines by adhering to the uniform standards and by adopting a customer focused approach at all times.
- Promote and sell American Airlines services and products to our customers.
- Attend and complete all compulsory training by given deadlines.
- Adhere to and promote safe working practices all times.
- Carry out any other reasonable duties consistent with the post.

Apprenticeship

The apprentice program has been developed in partnership with Babcock International and the program will consist of developing skills and knowledge on the job. As an apprentice you will also attend off the job training with Babcock International. The training delivered will consist of a blended approach, E-learning and workshops. You will receive on the job mentoring and coaching from either American Airlines directly or from your Babcock International assessor.

The apprenticeship will consist of the following elements:

- NVQ - assessed on the job by the assessor.
- Technical Certificate - training will be delivered through on and off the job, e-learning to provide the underpinning knowledge to support the NVQ and programme designed.
- ERR Booklet - Employer Rights and Responsibilities booklet which apprentices are required to complete.
- Enhancements - these elements have been determined by American Airlines and Babcock as part of the programme design and consists of additional units, short courses, e-learning.

**All you'll need for success**:
Essential
- 5 GCSEs grade 9-4 (A*-C) or equivalent including Maths & English.
- Possess excellent interpersonal skills.
- Possess a solution orientated approach.
- Be reliable and punctual.
- Genuinely enjoy customer interactions and you are passionate about delivering customer service.
- Show respect and understanding for different cultures and backgrounds and you treat everyone as individuals.
- Have a clear desire to work within the airline industry demonstrating a willingness to learn, take advantage of new opportunities and develop new skills
- Appreciate why the safety and security of our customers is so important for American Airlines.
- Understand the importance of punctuality in an operational environment.
- Demonstrate pride and knowledge of the American Airlines brand and understanding of the business strategy.
- Be able to build relationships easily and effectively.
- Be an effective communicator, with good interpersonal and communication skills (written, oral and non-verbal) and be able to deliver difficult messages with confidence.
- Understand the need to follow rules however you are able to be flexible depending on the situational needs.
- Proactively seek solutions and take personal responsibility for resolving problems.
- Have the ability to handle stress effectively and work with minimum supervision.
- Possess a strong customer focus and enjoy face to face contact with customers.
- Be a representative of the Company at all times.
- Have a well-groomed appearance & adhere to the uniform standards at all times
- Have the ability and willingness to work in a shift environment (including weekends, bank, and public holidays)
- Be compliant with all American Airlines policies and procedures.
- Have the ability to communicate both

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