Customer Experience Host

LOCATION: Heathrow Airport

SHIFT PATTERN: 4 on 2 off

WORKING HOURS: 40 HOURS PER WEEK

PAY RATE: £14.71 per hour

• To greet all passengers at the host desk ensuring that high standards of service are maintained. The Host should ensure that they provide all passengers with legendary service, assess requirements of the passenger and allocate Customer Service Agent (CSA).
• Working as a member of the Host team, you will also be responsible for assisting with leading the operation on a day-to-day basis in collaboration with the management team. Ensuring team members assigned to the shift follow operational, quality, legislative and Company guidelines. You will also be responsible to ensure customers receive a positive, safe and enhancing experience whilst at Heathrow Airport.
• To man the host desk (either landside or airside) meeting and greeting the passengers from point of notification upon arrival.
• Ensure that all passengers are booked into the tracking and allocation system.
• Ensure all jobs are allocated to the CSA's mobile device (PDA)
• Ensure full customer service is provided to all passengers at each hosting point.
• Ensure you fully adhere to the SLA times for all passengers both landside and airside.
• Expedite a smooth transfer throughout the terminals.
• Allocate the CSAs to provide service, when required.
• Manage the operation proactively to ensure that flights depart on time (offloads and loading) and that customer service standards are met.
• Ensure all passengers are in the system and closed with comments where needed.
• Ensure all CSAs communicate with you immediately after arriving at the Host Desk.
• Immediately report any equipment faults and record job report numbers to the Service Deliver Manager.
• Immediately report and record any injuries or accidents to yourself or customers to the Service Delivery Manager.
• Identify potential SLA failures and highlight to a Service Delivery Manager.
• Ensure passengers are greeted respectfully.
• Ensure the CSAs follow the correct protocol for use of all equipment.
• Ensure the CSAs introduce themselves, ask passengers what assistance is required, explain the process and prepare the passenger for the security part of the journey.
• Complete an incident/accident report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).
• During delays or disruption liaise with the Allocator and handling agent to ensure that passengers are kept up to date.
• Call Al locators to inform them of all additional passengers.
• Communicate effectively with management and other teams on company, operational and training issues.
• Ensure all agents are properly equipped with uniform and operational equipment daily, escalating issues to Service Deliver Manager as appropriate.
• Ensure that every member of the team maintains the highest standards of personal hygiene and appearance in line with company standards.
• Perform any other duties which may be reasonably required by your line manager or the company.
• To escalate any adverse situations arising or developing on a shift to the Service Delivery Manager as appropriate.

• Effectively manage, coach and mentor team to meet service level agreements.
• Maintain a professional image at all times.
• Ability to deal calmly and reasonably in pressurised situations.
• The ideal candidate will have a background of working within the customer service/ customer care industry and have knowledge of working with those who require special assistance.
• We are seeking candidates who have a real passion for people, delivering excellent customer service on a daily basis.
• Set a good example at all times.
• Previous Airline &/or Airport experience is desired although not essential as full training will be provided.
• Competent IT skills, the position holder will need to use ABM systems and communicate effectively via email.
• Excellent communication skills with an empathic nature.
• You must be competent at English language skills including speaking, reading and writing.
• Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance.
• Ability to deal calmly and confidently with all demands from the public.
• Champion principles of equality, inclusion and diversity.

• Valid Right to work documentation.
• 5-year checkable employment/education history, ideally with a maximum of 5 references for vetting purposes.
• Must pass a basic DBS check.
• Overseas Criminal Record Check (if applicable).
• Available for very early morning shifts, outside of normal public transport times.
• Able to obtain an airside pass that allows you access to security restricted areas.
• Must be willing to work weekend and shifts.

• 24/7 GP:
  Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where…