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Customer service representative

Posted on: Friday 25 October
Posting no: 4989206229

Several exciting roles within Heathrow Customer Service, where a passion for customer service and commitment to resolve issues are critical.

The position is PT for 21.8 hours. Each shift will last for 5 hours on a variable shift pattern

Job Description

Job Purpose
To host all our customers throughout the ground customer journey
To deliver a world-class customer experience on the ground, exceeding all our customersexpectations
To ensure any problems are resolved efficiently and with minimal inconvenience
To build, strengthen and reinforce the relationship we have with all our customers, including Executive cardholders, those travelling in Premium cabins and other commercially important customers
To identify, exploit and maximise revenue opportunities and collect payment for ancillary revenue

Principal Accountabilities

To host our customers and to exercise flexibility to deliver a personalised service
Understands and acts on the different requirements of British Airwayscustomers to ensure that they are delighted with the service they receive
Build relationships with our customers, anticipating their requirements and proactively meeting them and exceeding expectations
Assisting customers to drop luggage including those customers who require full service check-in
Delivering exceptional service to our customers in the lounge, including hosting, resolving issues, exploiting ancillary revenue opportunities and taking payment
Accountable for ensuring punctual embarking & disembarking activities for departing and arriving aircraft (including presentation to HM Immigration)
Deal with difficult conversations tactfully and efficiently with offloaded, stand-by & other disrupted customers, helping to arrange hotel accommodation etc
Where necessary, provide escort to unaccompanied minors and those customers requiring further assistance
Follow all customer security processes, (visas, passports, ESTA etc)
Commit to being multi-functional in all duties required to serve our customers and to exercise flexibility as operationally demanded
Work in a variety of areas around the airport both airside and landside to facilitate the end-to-end customer ground journey
To ensure compliance with all aspects of safety and security according to airport authority regulations
To build effective working relationships with colleagues

The Individual


Excellent customer focus
Understands what drives customer satisfaction and behaviour
Strong verbal and written communication skills
Good numeracy skills
Positive and team focussed attitude with the ability to challenge constructively
Able to follow procedures and understand the importance of safety and compliance within the aviation industry
Maintains a high standard of personal appearance; will comply with British Airways uniform standards at all times
Ability to embrace and utilise new forms of technology and processes i.e. mobile payment, iPad etc
Must be able to hold an airside pass

Proven excellence in a customer facing role
Proven ability to deliver above and beyond for all our customers
Demonstrated resilience in the face of difficulty, disruption and able to think constructively to find appropriate solutions
Ability to adapt to changing environment and working practices
Experience working in a dynamic and challenging environment to tight timescales
Essential Qualifications

GCSE Mathematics and English (or equivalent)
Preferred Qualifications

UK driving licence

Application Process

All applicants are required to submit their CV and answer the following questions. Please prepare your answers in advance:

Please tell us why you are attracted to this role and outline the skills and capabilities that you would bring with you. (Max 250 words)
Please describe a time when you have delivered outstanding customer service to resolve a customer issue. Please include the situation, what you did and the outcome? (Max 250 words)

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