Customer Experience Ambassador

Location: Manchester Airport 

Contract: Permanent positions

Hours: 40 hours (Full Time) & 20 hours (Part Time) per week, 5 on 3 off

Salary: £25,771.16 per annum for full time, which includes 17.5% shift allowance

           £12,885 per annum for part time, which includes 17.5% shift allowance

• We are proud to be a diverse employer, and we welcome candidates from all backgrounds
• Work for an iconic Northwest business supporting Manchester Airport’s Operations
• Competitive salary + Pension, free-parking and generous benefits
   

About MAG

Manchester Airports Group Plc (MAG) is the UK’s largest UK-owned airport operator. We own and operate Manchester, London Stansted, East Midlands, and our MAG USA business based out of Chicago.  Our airports aren’t just popular, they’re multi-award winning. We’re active and engaged in our local communities, with a positive approach to corporate responsibility.

Our Customer Experience Team

At the heart of our airport is a Customer Experience team who deliver the best possible experience for each and every one of our guests. Here the team strive to provide a great service at every touch point, whether it’s helping a guest find their check-in desk, assisting them through the terminals, or organising a lengthy queue during a peak time.

About 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) and part time (20hrs) contracts available, you will work a 5 days on 3 days off pattern. Full time shifts vary between 8 and 10 hours, whilst part time are between 4 and 6 hours long. Both 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). 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.
   

About you:

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:

• Highly Desirable
• 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.
   

What we offer

At MAG we value and celebrate difference; colleagues feel like they belong and are valued in a collaborative, supportive, and inclusive environment with fair access to opportunities. Our benefits include:

• Competitive salary + pension
• Free parking and subsidised public transport
• Discounts on company products e.g. holiday parking
• Salary sacrifice options on lifestyle/ finance/ health products
• 24 days Holiday entitlement + bank holidays 
• Internal progression and development opportunities
   

How do I apply?

Please submit your up-to date CV and a covering letter detailing how you meet the role criteria.

Please note that counter terrorism clearance is required for this role and in order to obtain this, you must have been a UK resident for the last 3 years.

For current MAG employees applying for this role, applications will only be accepted through Colleague Self Service (CSS) - please follow this link: www.manchesterairport.co.uk/Careers

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 welcome applications from candidates from all diverse backgrounds.

MAG is a Disability confident employer and therefore 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 HR.Recruitment@MAGAirports.com