Passenger Ambassador - Heathrow (Job Description)
- Salary: £30,784
- Location: Heathrow
- Category: Field Based
- Contract Type: Permanent Full Time
- Closing Date: 12 June 2026
Join our team and help create exceptional passenger experiences at one of the world's busiest airports.
We're looking for enthusiastic, customer‑focused individuals to become Passenger Ambassadors at Heathrow. In this role, you'll support passengers with their shopping needs, highlight offers and promotions across the terminal, and help create a welcoming, memorable airport experience.
The Passenger Ambassadors role is both customer‑service focused and a target‑driven sales position.
What You’ll Do
- Build strong working relationships with all retail stores in the terminal
- Stay up to date with brand information, current promotions, and key sales messages
- Proactively engage passengers after security to maximise sales opportunities
- Assist travellers with shopping queries, directing or escorting them to retailers
- Ensure promotional materials and point‑of‑sale displays are visible and up to date
- Report sales successes, key interactions, and insights to your line manager
- Attend team meetings and contribute ideas for improving performance
- Complete shift reports accurately and on time via Global Connect
- Monitor your performance against daily and weekly KPIs
Who We’re Looking For
- Excellent verbal and written communication skills (English)
- Confident interacting with passengers and influencing buying decisions
- Strong organisational skills and attention to detail
- IT‑literate (PowerPoint, Word, Excel)
- Commercial awareness and a proactive mindset
- Ability to problem‑solve and make decisions in real time
- Professional, positive, and customer‑centric
- Languages: French, Arabic, Mandarin/Cantonese, or German (preferred)
Additional Requirements
- Ability to comply with Heathrow Airport airside pass rules and security protocols
Benefits
- £2.50 daily contribution towards lunch at the staff canteen
- 10% staff discount at airport restaurants
- 10% staff discount at selected retail stores
- Comprehensive Healthcare – Access to Medicare plus life insurance and Employee Assistance Program
- Generous Pension Plan – Growing contributions as your service increases to plan for the future
- Paid Time Off – 20 days holiday plus bank holidays, plus an additional day off on your birthday
- Paid Volunteering Day – Make a difference in your community
- Career Development – access to Acosta University and internal promotion programs
- Company Tools – State‑of‑the‑art technology to ensure you are set up for success
- Inclusive Culture – supportive, diverse, and values‑driven environment
- Employee Engagement – social events, recognition programs, and wellness initiatives
This role is for people who want more than “just a job”. It's for those seeking momentum, progression, and recognition.
At Acosta Europe, we believe diversity and inclusion are the foundation of innovation and success. We welcome people from all backgrounds and experiences, creating a culture where everyone feels valued and empowered to thrive. If you’re looking for a role where you can make a visible impact and build a future—this is your moment.
