Summary

• Customer Experience Ambassador
• Based at Stansted Airport
• 40 hours per week.  2 days, 2 nights, 4 off shift pattern (12 hour shifts)
• £26,654 rising to £29,519 pa (after a 3 month qualifying period) plus 17.5% shift pay

Why STN?

Every year, London Stansted Airport connects over 28 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.

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. 

Benefits can include: 

• 6% company contribution pension
• 24 days holiday plus bank holidays
• Free parking
• Subsidised public transport
• Huge range of company discounts via company portal

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.  Contracts include shifts to support the operation over a 24 hour period. 

You will support the operational activity to meet customer demands and needs where your accountabilities will include:

• 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.
• First aid assistance (training provided).
• Security responsibilities.
• 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.

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 we welcome applications from candidates from all backgrounds.

We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.

As a Disability Confident employer we 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

Our Colleague Resource Groups include: Women’s Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity