Customer Service Ambassador

Date: 23 Feb 2024

Location: East Midlands Airport, GB

Company: MAG



  • Customer Service Ambassador
  • Based at East Midlands Airport
  • Permanent contracts
  • £10.90 hourly rate
  • Full Time (40 hours) 12hr day (0430-1630) & night shifts (1630-0430) 4 on 4 off pattern

Why MAG?

Every year, East Midlands Airport connects over 4 million passengers with more than 80 destinations across Europe and is also the UK’s number one provider of pure freight services. Part of the largest UK owned airport operator group, MAG, East Midlands Airport supports over 6,000 jobs and generates around £300m each year for the region.


At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive. You’ll also have access to some great benefits including:

Free on-site parking whilst on duty

24hour Employee Assistance Programme

Pension scheme which doubles your contribution


The role

To provide exceptional and inclusive customer service to all customers within the airport. As key members of our dedicated team, our Customer Services Ambassadors play a crucial role in ensuring an effortless travel experience for all our customers.


  • Provide a personalised touch to all customer journeys, ensuring the airport experience is an effortless and enjoyable part of customers’ holidays.
  • Effectively communicate and coordinate with other airport departments to facilitate a seamless travel experience for all customers.
  • Assist and respond effectively to customers by offering wayfinding, security preparation advice, answering queries, and assisting use of the immigration e-gates while demonstrating excellent problem- solving and communications skills.
  • Perform regular audits on key customer touchpoints within the terminal to ensure the airport is meeting expected standards.

What will make you successful in the role?

  • Previous Customer Service Experience: Experience in a customer service role, especially in the aviation or hospitality industry, is preferred.
  • Strong communication and teamwork skills
  • Problem-Solving - the ability to address unexpected challenges and provide solutions promptly is essential, as the airport environment can be unpredictable.
  • Attention to Detail: Ensuring that passengers' specific requests and preferences are met with precision is critical for delivering an exceptional service.
  • Knowledge of Airport Operations: Familiarity with airport operations, security procedures, and airline protocols is beneficial.

Equal Opportunities & Reasonable Adjustments


At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.


We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.


As a Disability Confident employer we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.


You can contact the team by emailing


Our Colleague Resource Groups include: Women’s Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity