At a Glance
- Tasks: Greet passengers and ensure legendary service at Heathrow Airport.
- Company: Join a dynamic team at one of the world's busiest airports.
- Benefits: Earn £14.71 per hour with flexible shifts and a supportive work environment.
- Other info: Full training provided; previous airport experience is a plus!
- Why this job: Make a real difference in passengers' travel experiences every day.
- Qualifications: Passion for customer service and ability to handle pressure.
The predicted salary is between 12 - 16 £ per hour.
LOCATION: Heathrow Airport
SHIFT PATTERN: 4 on 2 off
WORKING HOURS: 40 HOURS PER WEEK
PAY RATE: £14.71 per hour
Main Duties & Responsibilities:
- To greet all passengers at the host desk ensuring that high standards of service are maintained.
- The Host should ensure that they provide all passengers with legendary service, assess requirements of the passenger and allocate Customer Service Agent (CSA).
- Working as a member of the Host team, you will also be responsible for assisting with leading the operation on a day-to-day basis in collaboration with the management team.
- Ensuring team members assigned to the shift follow operational, quality, legislative and Company guidelines.
- You will also be responsible to ensure customers receive a positive, safe and enhancing experience whilst at Heathrow Airport.
- To man the host desk (either landside or airside) meeting and greeting the passengers from point of notification upon arrival.
- Ensure that all passengers are booked into the tracking and allocation system.
- Ensure all jobs are allocated to the CSA’s mobile device (PDA).
- Ensure full customer service is provided to all passengers at each hosting point.
- Ensure you fully adhere to the SLA times for all passengers both landside and airside.
- Expedite a smooth transfer throughout the terminals.
- Allocate the CSAs to provide service, when required.
- Manage the operation proactively to ensure that flights depart on time (offloads and loading) and that customer service standards are met.
- Ensure all passengers are in the system and closed with comments where needed.
- Ensure all CSAs communicate with you immediately after arriving at the Host Desk.
- Immediately report any equipment faults and record job report numbers to the Service Delivery Manager.
- Immediately report and record any injuries or accidents to yourself or customers to the Service Delivery Manager.
- Identify potential SLA failures and highlight to a Service Delivery Manager.
- Ensure passengers are greeted respectfully.
- Ensure the CSAs follows the correct protocol for use of all equipment.
- Ensure the CSAs introduces themselves, asks passengers what assistance is required, explain the process and prepare the passenger for the security part of the journey.
- Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers).
- During delays or disruption liaise with the Allocator and handling agent to ensure that passengers are kept up to date.
- Call Allocators to inform them of all additional passengers.
- Communicate effectively with management and other teams on company, operational and training issues.
- Ensure all agents are properly equipped with uniform and operational equipment daily, escalating issues to Service Delivery Manager as appropriate.
- Ensure that every member of the team maintain the highest standards of personal hygiene and appearance in line with company standards.
- Perform any other duties which may be reasonably required by your line manager or the company.
- To escalate any adverse situations arising or developing on a shift to the Service Delivery Manager as appropriate.
Person Specification:
- Effectively manage, coach and mentor team to meet service level agreements.
- Maintain a professional image at all times.
- Ability to deal calmly and reasonably in pressurised situations.
- The ideal candidate will have a background of working within the customer service/customer care industry and have knowledge of working with those who require special assistance.
- We are seeking candidates who have a real passion for people, delivering excellent customer service on a daily basis.
- Set a good example at all times.
- Previous Airline and/or Airport experience is desired although not essential as full training will be provided.
- Competent IT skills, the position holder will need to use ABM systems and communicate effectively via email.
- Excellent communication skills with an empathic nature.
- You must be competent at English language skills including speaking, reading and writing.
- Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance.
- Ability to deal calmly and confidently with all demands from the public.
- Champion principles of equality, inclusion and diversity.
Customer Experience Host (Hiring Immediately) in Hounslow employer: ABM UK
At our Heathrow Airport location, we pride ourselves on fostering a vibrant work culture that prioritises exceptional customer service and teamwork. As a Customer Experience Host, you will benefit from competitive pay, comprehensive training, and opportunities for personal growth within a dynamic environment that values diversity and inclusion. Join us to be part of a dedicated team that ensures every passenger has a memorable experience while enjoying the unique atmosphere of one of the world's busiest airports.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Host (Hiring Immediately) in Hounslow
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like ABM UK and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at ABM UK and let us see your personality shine through!
We think you need these skills to ace Customer Experience Host (Hiring Immediately) in Hounslow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and ABM UK.
Get Familiar with Our Brand:Before applying, take some time to learn about ABM UK and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at ABM UK
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress ABM UK.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which ABM UK will surely appreciate.
