Customer Service Host

ABM; Stanwell; On-site; GBP 27,298 - 36,933; Full time

Benefits offered by this job

GP access 24/7

Mental health support

Get fit programme

Financial and legal support

Cycle to work scheme

Perks at Work access

Job summary

ABM is seeking a Customer Service Host at Heathrow Airport to greet passengers requiring special assistance, delivering exceptional service from arrival. You will operate from the host desk landside or airside, guiding passengers and coordinating with teams to ensure safe, positive journeys.

The role emphasizes maintaining high standards, understanding passenger needs, and acting as a brand ambassador for ABM.

Qualifications

• Experience in customer service or special assistance.
• Empathetic, calm and professional under pressure.
• Excellent communication and reliability.
• Able to pass background checks and DBS as required.

Responsibilities

• Welcome passengers at the host desk and assess needs to deliver First-Class service.
• Coordinate with CSAs and handling agents to keep passengers informed and transfers smooth.
• Monitor operations and escalate SLA issues to managers to ensure compliant service delivery.

Skills

Customer service

Communication skills

IT systems literacy

Adaptability

Job description

LOCATION: Heathrow Airport

SHIFT PATTERN: 4 on 4 off, 40 hours per week (Maternity Cover)

PAY RATE: £15.44 per hour

We’re here to help! If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [e-mail].

As a Customer Service Host at Heathrow Airport, you are the welcoming face and central facilitator for passengers requiring special assistance. Operating from the host desk either landside or airside, your core mission is to deliver excellent customer service from the moment a passenger arrives. You play a crucial role in ensuring every customer receives a positive, safe and enhancing experience by carefully assessing their requirements and setting the stage for a seamless journey.

Working collaboratively with the management team, your primary focus is on actively managing and facilitating the daily operational flow. Rather than directly managing people, you will monitor the environment to ensure that the highest standards of service are maintained and that operational, quality and safety guidelines are consistently followed by the Customer Service Agents. Ultimately, you act as a key brand ambassador, embodying ABM’s core values to ensure every passenger feels valued and supported.

Main Duties & Responsibilities

• Deliver First-Class Customer Experiences: Act as the primary ambassador at the host desk (landside or airside), greeting every passenger warmly, assessing their needs and ensuring they receive excellent service from the moment they arrive.
• Manage & Facilitate the Passenger Experience: Proactively ensure all passengers are booked into the tracking system and expedite smooth transfers throughout the terminals to support on-time departures and flight connections throughout the terminals. During delays or disruptions, you will act as the key communication link, liaising directly with handling agents to keep passengers fully informed.
• Ensure Standards & Escalate Quickly: Facilitate seamless operation by monitoring the environment and ensuring Customer Service Agents (CSAs) are properly equipped, follow correct protocols and maintain high standards. You will stay vigilant by identifying potential SLA failures and escalating issues immediately to the Service Delivery Manager or Allocators to ensure agents are deployed quickly and effectively.

Person Specification

• Passionate Service Professional: You have a genuine passion for people and a strong background in customer care or special assistance. Previous airline or airport experience is a bonus, but your empathetic nature and dedication to delivering excellent service are what matter most.
• Resilient & Professional: You set a highly professional example at all times, champion equality, inclusion and diversity, and remain incredibly calm and confident when navigating pressure‑situated circumstances and public demands.
• Excellent Communicator: You possess superb communication skills and are highly reliable, punctual and comfortable using IT systems to communicate and manage operational flow effectively.
• Essential Requirements: Valid right‑to‑work documentation, a 5‑year checkable history, and the ability to pass a basic DBS check (and overseas check, if applicable). Ability to obtain an airside security pass and offer flexibility to work weekends, shifts and very early mornings outside of normal public transport hours.

Health & Safety Responsibilities

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.

Benefits

• 24/7 GP: Both you and your immediate family can speak to a UK‑based GP from the comfort of your own home.
• Mental Health support and Life Event Counseling.
• Get Fit Programme.
• Financial and legal support.
• Cycle to work scheme.
• Access Perks at Work, our innovative employee app where you can find: • Perks: discounts, gift cards, cashback, and exclusive offers • Life: Search for resources and tools on topics ranging from family and life to health, money and work • Support: Online chat or telephone service for urgent support in a crisis.

About ABM

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue‑chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.