Airport Customer Service Host – Passenger Experience

ABM UK; Bentfield; On-site; GBP 5,500 - 8,300; Full time

Benefits offered by this job

24/7 GP access

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Perks at Work access

Job summary

ABM UK is hiring a Customer Service Host at Stansted Airport to greet passengers, manage check-in desks, and ensure smooth transfers across terminals. You will work 4 on 4 off, totaling 35 hours per week, delivering excellent service and accurate data entry in the ABM Airport Inform system.

You will follow passenger handling protocols, report incidents, assist with delays, and maintain a clean, welcoming area. Strong communication and IT skills are essential for success in this role.

Qualifications

• Excellent customer service skills.
• Strong written and spoken communication skills.
• Polite and professional approach.
• Ability to solve problems.
• Ability to deal tactfully with upset or angry passengers.
• IT skills.

Responsibilities

• Operate the check-in desk (landside, airside or pre-immigration) meeting and greeting passengers from first contact.
• Assign tasks to team members.
• Ensure passengers are booked into the ABM Airport Inform system.
• Provide amazing customer service to all assisted passengers at each point.
• Adhere to SLA times for all passengers in all areas.
• Liaise with operations coordinators to keep assisted passengers updated.
• Report equipment faults and injuries to the Duty Manager.
• Identify potential SLA failures and highlight to the Duty Manager.
• Ensure passengers are greeted respectfully and that correct protocol is followed.
• Complete incident/accident reports for issues and near misses.

Skills

Customer service

Communication

Problem solving

Dealing with upset passengers

IT skills

Job description

ABM UK is hiring a Customer Service Host at Stansted Airport to greet passengers, manage check-in desks, and ensure smooth transfers across terminals. You will work 4 on 4 off, totaling 35 hours per week, delivering excellent service and accurate data entry in the ABM Airport Inform system.

You will follow passenger handling protocols, report incidents, assist with delays, and maintain a clean, welcoming area. Strong communication and IT skills are essential for success in this role.