Customer Experience Ambassador

Summary

• Customer Experience Ambassador
• Based at Manchester Airport
• Temporary & Permanent Contracts 
• Full time 40 hours & Part time 20 hours 
• £14.02 per hour including 17.5% shift allowance 

Why MAG?

Every year, Manchester Airport connects over 28 million passengers with more than 200 destinations across the globe. As the fourth largest airport in the UK, Manchester is also in the top 20 airports in Europe. Part of the largest UK owned airport operator group, MAG, Manchester Airport supports over 19,000 jobs onsite and generates around £7.75bn 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:

• 6% company contribution pension
• Free parking
• Subsidised public transport
• Huge range of company discounts

The role

As a Customer Experience Ambassador, it will be your job to see that all our guests receive a best in class, safe and efficient customer service experience as they move through our Terminals.

You will provide professional, timely and accurate information to see guests have a great start to their journey. With full time (40hrs), you will work a 5 days on 3 days off pattern. Full time shifts vary between 8 and 10 hours, Contracts include shifts to support the operation over a 24 hour period, so include early shifts (starting at 03:00), late shifts (finishing at 00:00) and night shifts (finishing at 06:00). With part time shifts (20hrs), you will work a 5 days in, 3 days off shift pattern with shifts varying between 4-6 hours in length. You will support the operational activity to meet customer demands and needs where your accountabilities will include:

• To ensure service levels are achieved and maintained for all aspects of guest experience, including check-in, security, immigration.
• Provide information to all terminal/airport users via various channels including, face to face, radio, e-mail, tannoy or telephone.
• Proactively respond to customer feedback and problem situations.
• Answer enquiries and utilise flight information via Airport Systems.
• Monitor the standards of the terminal appearance and cleanliness.
• Assist in emergency situations including evacuations and re-entry.
• Deal with complaints face to face.
• Attend any accidents occurring within the Terminals and accurately report, investigate, take photos and make any recommendations.

What will make you successful in the role?

Passionate about providing the best customer experience possible, you will thrive in a fast paced and busy environment. You will enjoy every day being different in this varied role, facing challenges and will possess the following attributes:

• Proven experience in a similar customer service operational role.
• Demonstratable experience of working in a face-to-face customer service environment.
• Good influencing skills and the ability to persuade, organise and direct people in a friendly informative manner.
• Strong teamworking skills, and a reliable ability to always remain punctual.
• Able to effectively handle complaints and conflict to reach the most positive resolution.
• Excellent communication skills both written and verbally.
• A positive ‘can-do’ attitude.
• Resilient with the ability to confidently handle change and challenges outside of your control.
• Proficient user of Microsoft packages, including outlook, word and excel.
• Must be able to work rostered shift patterns that operate on a 24 hour roster that includes a mix of days and nights.

Ready to elevate the passenger experience and build your career with MAG? Apply today and join a team that connects people to the world while helping you achieve your goals!

Be the face of Manchester Airport. Be the difference.