Member Services Professional

American Express; Hounslow; On-site; GBP 25,000 - 35,000; Full time

Job summary

American Express seeks a Member Service Professional for the Centurion Lounge at London Heathrow. This role focuses on delivering exceptional customer service, tailored recommendations, and creating positive experiences for Card Members, all while working in a dynamic team environment.

Benefits

Competitive base salaries

Bonus incentives

Comprehensive medical, dental, vision benefits

Flexible working model

Generous paid parental leave policies

Free access to wellness centers

Career development and training opportunities

Qualifications

• A minimum of 1 year experience serving premium customers.
• Airline, lounge, or travel industry experience required.
• Exceptional communication skills required.

Responsibilities

• Welcome and provide access to Card Members.
• Resolve customer issues to build brand loyalty.
• Provide concierge and lifestyle recommendations.

Skills

Customer Service

Communication

Problem Solving

Job description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in London Heathrow Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer-facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge, and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepen their relationship with American Express.

Role and responsibilities:

It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day. MSPs do this by:

• Welcoming and providing access to our Card Members upon arrival at reception
• Being accountable and taking ownership of the customer’s experience from beginning to end
• Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiasts out of the customers. Employing the Customer First philosophy in meeting customers’ needs and expectations
• Providing concierge and lifestyle recommendations
• Providing travel consultation and minimal reservation assistance
• Accommodating needs of our Card Members by partnering with our food and beverage lounge partners

Minimum qualifications:

A successful candidate will possess the following qualifications:

• Minimum of 1 year recent experience servicing premium customers
• Airline, lounge, or travel industry experience required, including reservation experience
• Passion for servicing customers with proactive solutions
• Exceptional communication skills, delighting the customer with every single interaction
• The ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received
• Must exhibit the utmost professionalism and maintain a positive attitude in all interactions
• The ability to rely on and collaborate with colleagues is essential, as the lounge is a very active, fast-paced, team environment
• Ability to make decisions quickly and effectively when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do
• Must be resourceful and capable of using the Internet effectively to research
• Adapt to an ever-changing environment and be resilient
• Ability to work flexible shifts including nights, weekends, additional hours when needed, and holidays
• Light to moderate lifting may be required for certain job tasks

Lounge hours of operation are from 05:30 am – 10:00 pm, Monday through Sunday. Hours are subject to change due to business needs.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This includes caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.