Customer Ambassador

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,

• 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.


Essential Candidate requirements

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.


• Customer service: 1 year (required)
  
  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 2033 - 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.

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


• On-site parking


Schedule:

• Day shift


• Monday to Friday


• Night shift


• Overtime


• Weekend availability


Supplemental pay types:

• Performance bonus