Airport Customer Experience Agent (Fixed-Term)

British Airways; Hounslow; On-site; GBP 21,000 - 25,000; Full time

Job summary

British Airways is seeking dedicated Customer Experience Representatives for a 9-month fixed-term contract at London Heathrow. You will welcome customers at various touchpoints, assist with check-in, boarding and arrivals, and help during disruptions, delivering memorable service to our global travellers.

You’ll work across Terminal 5 and Terminal 3, providing a personalised experience to premium customers while upholding the highest standards of safety and customer care in a fast-paced

Qualifications

• Customer-focused with a passion for service.
• Strong communication and interpersonal skills.
• Calm, resilient and professional in a fast-paced environment.
• Strong problem-solving and decision-making abilities.
• Flexible to work shifts in a 24/7 operation.
• Professional appearance with high standards.
• Comfort with technology and digital systems.
• Ability to work independently and in a team.

Responsibilities

• Deliver outstanding customer service at every stage of the airport journey.
• Support customers through check-in, security, boarding, arrivals and connections.
• Assist customers during disruption with clear communication and practical solutions.
• Provide personalised experiences for premium customers.
• Ensure safe, secure and punctual departures through procedures.
• Identify opportunities to enhance customer experience and support commercial objectives via ancillary sales.
• Collaborate with colleagues across airport operations to deliver outcomes.
• Adapt to changing requirements with a calm, positive approach.
• Represent British Airways with pride and professionalism.

Skills

Customer service

Communication skills

Resilience

Problem solving

Flexibility

Professional appearance

Tech skills

Teamwork

Job description

British Airways is seeking dedicated Customer Experience Representatives for a 9-month fixed-term contract at London Heathrow. You will welcome customers at various touchpoints, assist with check-in, boarding and arrivals, and help during disruptions, delivering memorable service to our global travellers.

You’ll work across Terminal 5 and Terminal 3, providing a personalised experience to premium customers while upholding the highest standards of safety and customer care in a fast-paced