Customer Experience Ambassador

Summary

Customer Experience Ambassador (CEA)

• London Stansted Airport
• 2 x permanent full time positions
• Full time 40 hrs – 4 on 4 off pattern Days/Nights 06:00/18:15 and 18:00/0615.
• Band 8 role. Salary 28,826.49 rising to £ 31,925.39 p.a. after 3 months’ successful probationary period.
• 17.5% additional shift allowance

Why MAG?

About us: 

Every year, London Stansted Airport connects almost 30 million passengers with more than 190 destinations across the globe. Part of the largest UK owned airport operator group, MAG, London Stansted Airport supports over 11,600 jobs onsite and generates around £7.75bn each year for the region. 

Sustainability is one of our core values, and it shapes everything we do. We're committed to protecting the environment and supporting our local communities.  Our programmes include airport and airline decarbonisation, comprehensive education, skills and employment support and community engagement initiatives including volunteering opportunities. 

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: 

• Flexible and generous company pension plan with various company contribution options (up to 8%) that you can change to suit your personal needs 
• 24 days holiday plus bank holidays 
• Free parking 
• Subsidised public transport 
• Huge range of company discounts 
• 2 volunteering days per year 
• Free Virtual GP service
• Care Concierge service  

The role

Reporting into the Customer Experience Manager, you will be the face of London Stansted Airport assisting our customers travelling through the airport. You will be responsible for interacting with customers at the key touch points of their journey, providing world class customer service along the way. In addition, you will be responsible for key inspections, patrols, and emergency response.

Accountabilities:

• Meet and greet customers at key touch points throughout their journey.
• Respond to customer needs to advise, support, direct, and resolve issues, providing empathy and assurance to customer problems.
• Overseeing the hosting of E-gates in the immigration area, assisting arriving passengers through the immigration process, working alongside UK Border Force.
• To operate access control posts across the airport, allowing access to those authorised.
• To complete compliance and security patrols around the airport, completing security, health and safety and basic asset availability checks.
• To operate information desks, providing information and assistance to customers.
• Queue & crowd control at various touchpoints across the airport, including Check-in, pre-security, Immigration and Baggage Reclaim
• To complete other regulatory checks.
• To support the implementation and provide guidance during contingencies, e.g. Fire alarm, TTS failure.
• Under instruction from the Customer Experience Manager/Airport Duty Manager, to support the deployment of emergency incident response and contingency plans.
• Providing initial first aid response and liaison with emergency services
• To be fully up to date regarding policy, procedure, process, and company updates.
• Take pride in the Airport and resolve or report any issues to the relevant parties as required.
• Interact with 3rd parties to ensure customer issues are seen through to the point of completion.

What will make you successful in the role?

We are looking for someone who has/is:

• Proven customer service experience
• Passion for working in a customer facing environment
• Strong, clear communicator
• Experience and confidence in dealing with first aid
• Experience in implementing operational contingencies
• Can-do and proactive mindset
• Multi-lingual or second language desirable
• Ability to assess situations and deal appropriately to improve or diffuse; accordingly, conflict management skills and willingness to challenge
• A high level of personal resilience
• Ability to work in a team or alone, and unsupervised
• Excellent time keeping
• Ability to work in a dynamic environment