Job Opportunities API

LOCATION: Heathrow Airport SHIFT PATTERN: 4 on 4 off, 40 hours per week (Maternity Cover) PAY RATE: £15.44 per hour If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at  [email protected]. We're here to help! As a Customer Service Host at Heathrow Airport, you are the welcoming face and central facilitator for passengers requiring special assistance. Operating from the host desk either landside or airside, your core mission is to deliver excellent customer service from the moment a passenger arrives. You play a crucial role in ensuring every customer receives a positive, safe and enhancing experience by carefully assessing their requirements and setting the stage for a seamless journey.  Working collaboratively with the management team, your primary focus is on actively managing and facilitating the daily operational flow. Rather than directly managing people, you will monitor the environment to ensure that the highest standards of service are maintained and that operational, quality and safety guidelines are consistently followed by the Customer Service Agents. Ultimately, you act as a key brand ambassador, embodying ABM’s core values to ensure every passenger feels valued and supported.  Main Duties & Responsibilities  Deliver First-Class Customer Experiences: Act as the primary ambassador at the host desk (landside or airside), greeting every passenger warmly, assessing their needs and ensuring they receive excellent service from the moment they arrive.  Manage & Facilitate the Passenger Experience: Proactively ensure all passengers are booked into the tracking system and expedite smooth transfers throughout the terminals to support on-time departures and flight connections throughout the terminals. During delays or disruptions, you will act as the key communication link, liaising directly with handling agents to keep passengers fully informed.   Ensure Standards & Escalate Quickly: Facilitate a seamless operation by monitoring the environment and ensuring Customer Service Agents (CSAs) are properly equipped, follow correct protocols and maintain high standards. You will stay vigilant by identifying potential SLA failures and escalating issues immediately to the Service Delivery Manager or Allocators to ensure agents are deployed quickly and effectively.  Requirements Person Specification  Passionate Service Professional: You have a genuine passion for people and a strong background in customer care or special assistance. Previous airline or airport experience is a bonus, but your empathetic nature and dedication to delivering excellent service are what matter most.  Resilient & Professional: You set a highly professional example at all times, champion equality, inclusion and diversity, and remain incredibly calm and confident when navigating pressurised situations and public demands.  Excellent Communicator: You possess superb communication skills and are highly reliable, punctual and comfortable using IT systems to communicate and manage operational flow effectively.  Essential Requirements: You must have valid right-to-work documentation, a 5-year checkable history and the ability to pass a basic DBS check (and overseas check, if applicable). You must also be able to obtain an airside security pass and offer the flexibility to work weekends, shifts and very early mornings outside of normal public transport hours.  HEALTH & SAFETY RESPONSIBILITIES  Follow Group and company policies and