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Customer Experience Ambassador

Employer MAG (Manchester Airports Group)
Sector Aviation
Contract Full Time
Hours Full-time position at 40 hours per week
Wages £26,294 per annum (inclusive of 17.5% shift allowance).
Employer Job Reference
Closing Date 30 Apr 2019

Job Description

Customer Service is at the forefront of everything we do. We are the UK’s largest Airport Operator and we currently serve 60 million passengers a year across our three UK Airports. We need the very best people who are committed to giving our customers a first class experience.

Do you fancy being part of our award winning team? Are you proactive and able to go that extra mile to resolve customer issues, before they become problems? Are you friendly and empathetic with the ability to adapt to an ever-changing environment?

We are seeking customer service professionals who know all about delivering great service. If this sounds like you, a place in one of our Airport Customer Services teams could be waiting for you.

  • Customer Experience Ambassador – Stansted Airport
  • Fulltime Permanent – shift work
  • Salary circa £26,294 per annum including shift allowance

Our vision is to become the premier airport management service, and we are on a journey to get there. As part of our vision, we want people who have a passion and flair for providing world class customer service to join us.

Joining MAG will mean you become part of a dynamic and supportive business that focuses on the future – both yours and ours. We encourage applications from customer service professionals who are committed to delivering the best customer experience to our guests and providing an unforgettable and personalised experience for every guest they meet.

What do Customer Experience Ambassadors do?

  • Meet and greet customers at key touch points throughout their journey.
  • Anticipate and respond to customer needs to advise, support, direct, and resolve issues.
  • Provide empathy and assurance to customer problems.
  • Support the implementation of contingences as required.
  • First line response to customer complaints.
  • Welfare support to the customer providing initial first aid response and liaison with emergency services.
  • To be fully up to date regarding policy, procedure, process and company updates.
  • To support and provide guidance during emergencies, e.g. Fire alarm, TTS failure.
  • Hosting of E-gates, to ensure maximum utilisation.
  • Patrol the airport and ensure the information desk is staffed.
  • Take pride in the Airport and resolve or report any issues to the relevant parties as required.
  • Interact with 3rd parties to ensure customer issues are seen through to the point of completion.

What does the ideal candidate look like?

Guest experience is of key importance to us therefore, it must be important to you. You will demonstrate this through your extensive customer service experience in a fast-paced setting.

You will be a strong, clear communicator with the ability to multitask and prioritise numerous projects in a pressured environment. We would also love to hear from candidates who are bilingual or can speak a second language (this enables us to provide customer service excellence for guests all over the world).

As Customer Experience Ambassadors your appearance standards need to be sky high. You will act as the face of MAG so it’s vital you have a can-do attitude and consistently strive to enhance our customers journey.

The salary for this role is £26,294 per annum (inclusive of 17.5% shift allowance). Please note - this will be paid and shown on payslips as an annual salary.

The is a full-time position at 40 hours per week. As the airport is a 24/7 operation we expect all candidates to be flexible and able to commit to shift work. 

All applicants will need to submit an up to date CV and Cover Letter – failure to do so will result in automatic withdrawal.

Advert will close once sufficient applications have been received. Unsuccessful applicants who applied within the last 6 months need not apply. 

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/sf