Customer Communications Agent

Birmingham Airport; Birmingham; On-site; GBP 25,000 - 30,000; Full time

Job summary

An international airport in Birmingham is seeking a Customer Communications Agent to enhance customer interactions across social media and Live Chat. This role involves responding to queries, creating content, and working with teams to improve customer experience. Ideal candidates should have customer service experience and skills in social media engagement. The position is fixed-term for 12 months, with potential for permanence.

Qualifications

• Experience in customer service environment required.
• Ability to manage multiple platforms.
• Flexible and creative mindset needed.

Responsibilities

• Provide accurate responses to customer queries.
• Create engaging content for social media.
• Collaborate with teams for real-time insights.
• Analyse data trends for improvement.
• Flag potential issues proactively.
• Support out-of-hours communication.

Skills

Experience using Live Chat and written communication

Proven ability to post and respond on social media

Familiarity with CRM systems

Skilled in identifying trends

Experience in creating digital content

Flexibility and creativity

Tools

CRM systems

Analytics tools

Job description

Social network you want to login/join with:

Customer Communications Agent, Birmingham

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Client:

Birmingham Airport

Location:

Birmingham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

5041ad8f0bfb

Job Views:

5

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

Exciting Job Opportunity: Customer Care Agent at Birmingham Airport
Contract: Fixed Term – 12 Months
(This role is currently fixed term; however, due to airport growth, it may become permanent.)

In this dynamic role, you’ll be at the forefront of customer interaction across social media, CRM, and Live Chat, helping shape the voice of Birmingham Airport while sharing timely, helpful, and engaging content. You’ll play a vital role in enhancing customer experience, protecting our brand, and supporting operational response when things don’t go to plan.

This is a shift based role - working both early and late shifts, which are subject to change, to meet operational demand. Current shift patterns are as follows:

• Early 0600-1400
• Late 1300-2100

Key Responsibilities:

• Provide timely and accurate responses to customer queries via social media, Live Chat, and CRM
• Create engaging content for social media and internal channels that reflects the BHX brand and tone
• Collaborate with Terminal Operations and Customer Strategy teams to share real-time insights
• Analyse data trends from customer interactions to identify areas for improvement
• Proactively flag potential issues that could escalate into media or political risks
• Support out-of-hours communication and help manage live issues and incidents on site

Experience Required:

• Experience using Live Chat and written communication in a customer service environment
• Proven ability to post and respond on social media in a corporate or brand setting
• Familiarity with CRM systems and analytics tools to interpret customer data
• Skilled in identifying trends and using insights to improve customer experience
• Experience in creating, filming, and editing digital content
• Flexible, creative, and able to manage multiple platforms in a fast-paced environment

Join us and contribute to making Birmingham Airport Proud of Every Journey.
Be part of a team that brings the airport to life every day, connects with thousands of customers, and plays a vital role in how the world sees BHX and the West Midlands.