Passenger Services Team Member

**Ethos Farm**

Founded in 2016, with a desire to help organisations cultivate and grow the right company ethos through their people, Ethos Farm is an award-winning customer and employee experience consultancy with offices based in London, New York, and Singapore.   Now at year 6 of trading and over 600 people working across 9 countries, Ethos Farm has been recognised as one of the Top 100 large employers at The Great Place to Work UK Awards and has broken into the Top 50 of the Sunday Times Fastest Growing UK Businesses. Offering expertise in customer experience (CX) design, immersive CX learning innovations such as virtual reality training, CX staffing solutions and end-to-end customer & employee solutions, the ethos of Ethos Farm is that ‘truly elevated Customer Experience (CX) is only achievable through a well-designed and crafted Employee Experience (EX)’. At Ethos Farm we recognise that the people who represent our company and clients are our most important brand ambassadors. We will always focus on providing them with the right skills, training, support, and technology to help to unleash their power and potential to grow with us in a workplace where people thrive, excel, and contribute to our ongoing growth and prosperity

**Purpose**

The Passenger Services Team Member role plays an integral part to the passenger journey at Heathrow Airport. From the very start of the passenger journey, our dedicated Heathrow Helpers can truly make a difference by providing key messaging and information to all passengers to ensure adherence to security regulations, wayfinding information and guidance around the terminals and assistance during critical parts of the passenger journey (security, immigration, check in). Heathrow Helpers play a vital role in ensuring the flow and congestion of passengers is always maintained to adhere to Health and Safety regulations.

**Principal Accountabilities**
- Managing the efficient flow and congestion of passengers travelling through Heathrow terminals
- Providing key compliance security messaging to all passengers
- Liaising with Heathrow Security, Airlines, Ground Handlers, and UK Border Force
- Interacting and engaging with passengers
- Supporting passengers with wayfinding and guidance

**Key Contacts and Relationships**

**Knowledge, Experience and Skills**
- Excellent customer service skills
- Experience of working in a fast-paced environment
- Clear communication and language skills
- Some knowledge of operations is desired but not necessary
- Exceptional interpersonal skills with an ability to engage customers warmly and proactively
- Demonstrates enthusiasm in approaching customers to create a welcoming atmosphere A genuine ‘people person’ who thrives on building positive connections

**The Ethos Difference**

At Ethos Farm, we take pride in the fact that we are continuously making a difference. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience. We understand that every person we come into contact with, both internally and externally, is looking for more than just a service, supplier, or colleague, they are also looking for personalised and meaningful interactions with us as individuals. That is why we always make sure to listen, provide helpful guidance and offer genuine care and kindness in our approach to whatever we do. We believe that small gestures can make a big impact and we aim to ensure everyone we have contact with experiences a level of interaction that will make a positive difference to their day. It is a key responsibility of all members of the Ethos Farm team to not only meet, but exceed the expectations of others, by providing that extra ‘special something’ that truly sets us apart.

**Our People Statement**

At Ethos Farm, our colleagues are the driving force behind our success. That is why we place great emphasis on creating a people-focused environment where our people feel as valued and important as our customers. We are committed to investing heavily in the employee experience, making the employee journey as valuable and rewarding as the customer journey. Our approach is simple and begins at the very heart of our business. We strongly believe that every interaction our people have with their colleagues internally should be meaningful. We foster an environment where people are encouraged to treat their colleagues as they would a customer, respecting, supporting, and helping them to succeed. We believe that treating each other with the same care and attention as we would our customers and prioritising meaningful interactions, is critical to creating a positive and inclusive workplace culture of collaboration, empowerment, and excellence, that benefits everyone. We know that happy, engaged, and motivated colleagues are the key to delivering exceptional customer experiences. We place a high priority on providing a supportive and inclusive workplace culture, where e