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Customer Service Ambassador

Date: 29-May-2022

Location: Manchester Airport, GB

Company: MAG

Role: Customer Service Ambassador

Location: Manchester Airport Operations

Contract: Permanent


Full time:

  • 40 hours per week, 5 on 3 off
  • £25,771.13 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. Manchester Airport has won prestigious industry recognition for customer service and holds the title of 'Best UK Airport'. We’re active and engaged in our local communities, with a positive approach to corporate responsibility.



Our Customer Services Team


At the heart of our airport is a Customer Services 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 or assisting them through the terminals.



Role Profile


As Customer Service 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. Working a rostered shift pattern (inlcuding 3am starts and a rotation of 24hr night and day shift work) , 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 input 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 and make any recommendations.





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, 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.
  • 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 + CC 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:


Advert will close once sufficient applications are received





Equal Opportunities


MAG are a values led organisation and we are committed to providing equal opportunities in all areas of work and business.  We want people to achieve their best, which will in turn positively impact on our customers and the communities in which we live and work.  At MAG we empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.



Reasonable Adjustments


As an inclusive employer, MAG wants to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore encourage you to get in touch with our Recruitment Team to inform us of any reasonable adjustments you might need to enable this to happen. You can contact the team by emailing

For more information on our equal opportunities and diversity policy please view our Equal Opportunities page on our careers site.