Airport Customer Experience Specialist - 9-Month FTC

British Airways; Greater London; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Staff travel benefits

Discounted standby tickets

Job summary

British Airways is recruiting at Heathrow for a Customer Experience Representative on a 9-month fixed-term contract. You will be at the heart of the passenger journey across Terminal 5 and Terminal 3, delivering outstanding service.

Join a fast-paced team where every interaction matters, supporting check-in, boarding, disruptions, and premium customers, while upholding BA's values and safety standards.

Qualifications

• Previous experience in a customer-facing, hospitality, retail, travel or service environment is desirable.
• Strong spoken and written English; additional languages advantageous.
• Must be 18+ and have the unrestricted right to live and work in the UK.
• Able to obtain and maintain an airside security pass.
• Commitment to the full duration of the fixed-term contract.
• Willingness to work shifts across a 24/7 operation.

Responsibilities

• Deliver outstanding customer service at all stages of the airport journey.
• Support check-in, security prep, boarding, arrivals, and flight connections.
• Assist during disruptions with clear communication and solutions.
• Provide personalized experiences for premium customers.
• Support operational procedures to ensure on-time departures.
• Collaborate with colleagues across the airport to achieve great outcomes.

Skills

Customer service

Communication

Problem solving

Resilience

Flexibility

Job description

British Airways is recruiting at Heathrow for a Customer Experience Representative on a 9-month fixed-term contract. You will be at the heart of the passenger journey across Terminal 5 and Terminal 3, delivering outstanding service.

Join a fast-paced team where every interaction matters, supporting check-in, boarding, disruptions, and premium customers, while upholding BA's values and safety standards.