Customer Experience Officer (Annualised Hours) in Leeds

At Leeds Bradford Airport, our Customer Experience Officers are the face of the airport and often the first people our passengers meet. In this essential frontline role, you’ll support passengers who need extra assistance, guide people confidently through the airport, and make a real difference to how their journey begins.

You’ll be joining one of the UK’s fastest-growing regional airports, committed to employing high-quality people who share our ambition and dedication to excellent customer service. Living our values to Be the Best, Work as One Team, and Do the Right Thing, you’ll help deliver positive, welcoming experiences as we continue to grow and prepare for the next phase of our terminal regeneration.

What Your Day-to-Day Will Feel Like

This is an active, frontline role where you’ll spend much of your shift on the move and at the heart of the airport experience. Your main focus will be assisted travel, helping passengers who need extra support to move through the airport safely, comfortably and with confidence. You’ll guide people through the terminal, support them to and from the aircraft, and respond to a wide range of situations and individual needs. No two days are the same.

Alongside assisting passengers, you’ll support meet and greet services, help manage passenger flows across the site and take shared responsibility for keeping the airport clean, safe, and welcoming under our One Team approach. You’ll be part of a supportive, close-knit team who look out for one another and take pride in delivering a positive experience for every customer.

Shift Patterns

Our new intake of Customer Experience Officers will work one of the following patterns (shift pattern will be confirmed at assessment centre):

• 5 Days On / 3 Days Off / 5 Days On / 2 Days Off
• 6 Days On / 3 Days Off

LBA operates 24/7. Shifts will include a mix of early/late, day/night across a full 24‑hr operational period (these times will vary depending on demand). Flexibility is essential, including weekends and unsociable hours.

What Does Annualised Hours Mean?

This flexible contract means:

• Longer shifts in peak summer
• Shorter shifts in quieter winter months
• A consistent monthly salary, paid evenly regardless of hours worked that week
• Draft shifts issued 6 weeks in advance, finalised 2 weeks before

What’s in it for You

Salary: £13 per hour / £25,079.34 per year (Based on an average of 37 hours per week, paid in equal monthly instalments)

Hours: Full Time, Average 37 Hours per week across the year.

Career Progression: Opportunities to grow within customer operations and the wider airport.

Training: Opportunities to get trained up in the utility of a range of airport vehicles and gadgets – including but not limited to Buses, Ambulifts, Snow Brooms and Plows.

Mandatory Requirements for this Role

• Fluent in English, both written and spoken; additional languages desirable but not essential
• Ability to pass Criminal Record Check, Counter Terrorism Check, and vetting requirements.
• Must be able to provide a continuous five-year checkable work/education history and explain any gaps in that history over 28 days.
• Due to insurance limitations, candidates must be over 21 years of age.
• Candidates must hold a Full, UK Driving Licence, held for a minimum of 3 years.
• The drivers licence held must be clean for driving duties.

Your Application Journey

Apply online via this portal and complete the application form. Successful applicants will be invited to attend an assessment centre on Monday 9th March 2026. Highest scorers will be offered an offer of employment (conditional to satisfactory referencing and vetting). Must be able to start training on 30th March 2026.