CUSTOMER EXPERIENCE & TICKETING LEAD

Emirates; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading global airline in Birmingham is seeking a Customer Service & Ticketing Lead to supervise kiosk operations and deliver outstanding customer service. The ideal candidate will have a minimum of two years in fares and ticketing, as well as experience in an airport. Competitive salary and benefits, including bonuses and travel discounts, are offered.

Benefits

Private medical insurance

Health cash plan

Employee assistance programmes

Generous annual leave

Travel discounts

Qualifications

• Minimum two years experience in fares & ticketing.
• At least two years experience in an airport environment.
• Completed advanced ticketing courses.

Responsibilities

• Supervise airport kiosk operations and customer service.
• Maximize revenue through ticketing and other services.
• Handle operational disruptions proactively.
• Monitor sales activities and reconcile cash payments.

Skills

Outstanding service delivery

Ticketing expertise

Airport experience

Revenue generation

Language skills

Job description

Job Purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always Fly Better. As one of the most recognised and admired brands globally, we’re driven by innovation, ambition, and excellence. Join a dynamic, fast‑paced team where your ideas and relationship‑building skills will directly shape employee experience across our global workforce.

In a nutshell

Responsible for supervising the operations of the airport kiosk or ticketing desk, with the primary focus on providing exceptional customer service, troubleshooting and effective resolution of all customer inquiries. Maximize revenue through ancillary sales, including commercial products, ticketing and reservations, and Skywards program. Additionally, provide pro‑active support for daily operations as required.

• Ticketing and Reservation – Responsible for understanding the specific travel requirements of individual customers and delivering a smooth and tailored customer service experience. Provide customer with clear options, and accurately handle the system reservations whilst adhering to the policies, calculating fares, and ensuring completion of all documentation. Inform customers on the necessary legal requirements for their journey, including passport, visa, and health requirements.
• Ancillary sales – Increase revenue from ancillary sales by promoting airport upgrades, additional legroom options, and excess baggage services.
• Commercial Emirates Products – Responsible for ensuring comprehensive knowledge of all Commercial products and services available to customers and enhancing their travel experience by promoting offerings under Emirates Commercial products.
• Skywards – Responsible for understanding and effectively communicating the Skywards programme, including its benefits, promotions, scheme rules, and relevance to addressing customer enquiries and encouraging participation. As the local subject matter experts of the Skywards programme conduct regular briefings to various stakeholders to maximise awareness and participation of the programme.
• Sales Administration – Accountable for monitoring and documenting all sales activities on a daily/weekly/monthly/annual basis. Responsibility for ensuring that all money received from cash/point of sales card payments is accurately reconciled. Maintain responsibility for handling and depositing cash in compliance with local regulations, following EK procedures and collaborating with local Finance and Administration Manager.
• Passenger Acceptance – Responsible for monitoring the reservation system, communicating with other departments to ensure smooth handling of special cases (unaccompanied minor, medical etc) and coordinating with wider EKAS team for seamless passenger acceptance, and addressing any issues that may arise in the queue management process.
• Operational disruption – Pro‑actively supporting with all operational disruptions, (rebook customers, OAL, assist with coordinating and issuing hotel booking, collaborate with the EKAS team to ensure optimal outcome and customer satisfaction. Manage the denied boarding process, and provider various alternatives solutions as per EK process, including the options scheme as per EK policy and procedures to retain customer confidence and loyalty.
• Airport Operations – Required to support with EKAS operational requirements as and when required, from check in, boarding, lounge, ramp activities as and when required by the Airport Services Manage to maintain service level for customers.

Qualifications

Who you are

• A natural connector and persuader who enjoys the airport environment and delivering outstanding service.
• Have at least two years experience in fares & ticketing with evidence of completing advanced ticketing courses.
• Have at least two years airport experience.

You’ll have an edge if

• You can demonstrate ways in which you have driven revenue in an airport environment.
• Can speak additional languages.
• Have qualifications in customer service environments.

Things to consider before you apply

• You need to have the unrestricted right to live and work in the UK. Please upload evidence of this to your application.
• This role will require an airport ID, which means you will need to be able to provide us with a 5 year history and pass a DBS check.
• This role is shift based, working 3 on 3 off on a roster pattern.

Salary & benefits

Competitive salary. At Emirates, we believe in recognizing the people who help us remain one of the largest and most successful airlines in the world.

As our next Customer Service & Ticketing Lead, you'll enjoy a competitive base salary along with a range of allowances, including shift pay, transport, and meal allowances.

• Every November, you’ll receive a guaranteed bonus.
• Every May, you’ll be eligible for our non-contractual profit share scheme.

We also reward your commitment and contribution

• Every November, you’ll receive a guaranteed bonus.
• Every May, you’ll be eligible for our non-contractual profit share scheme.

Your health & well-being matters to us, you’ll have access to:

• Private medical insurance
• A health cash plan
• Employee assistance programmes
• Generous annual leave

And of course, travel is at the heart of what we do. You'll be able to explore the world during your time off with exclusive discounts on flights and hotels worldwide.

Join us—and let your journey take off.