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Contract: Permanent

Salary: £26,648.69 per annum

Hours: 35 hours per week

Shifts: A rolling roster covering early, late and night shifts.

There's no better way to get from Heathrow to central London than using public transport. Small wonder, then, that over 20,000 passengers a day make use of our rail stations.

We are looking for customer-oriented Customer Hosts to join our Heathrow Rail Station teams to help us drive more passengers to use our stations by providing first- class customer service, sharing travel information and giving assistance.

The recruitment process consists of a review of your application, followed by an in-person safety awareness test in July. If successful through each of these initial stages, you will be invited to an Assessment Centre in July with an estimated start date in September 2023.

• As our brand ambassadors, you will offer everyone a warm welcome to London by offering your knowledge and guidance, whether it’s helping them find the right train, terminal or giving directions to London landmarks.
• Complying with Heathrow Rail’s procedures, rules and regulations which could involve knowing what to do if spot an unattended bag, see someone acting strangely or are involved in an emergency evacuation.
• Addressing customer concerns and resolve any issues or complaints in a professional and timely manner.
• Collaboration with other rail staff and departments to coordinate services and ensure smooth operations.
• Staying up-to-date with relevant policies, procedures, and safety regulations to ensure compliance and customer well-being.

• Passionate for delivering excellent customer service and creating positive experience for our passengers.
• Observation and communication skills are important – our medical will involve a hearing and sight test.
• Ability to remain calm and professional in challenging situations, demonstrating strong problem-solving skills.
• A good level of fitness as you will spend your shift out and about, interacting with our passengers.

Heathrow brings the world closer together. Our airport facilitates the global travel and trade that keeps the economy moving. It’s a place like no other – a city within a city – where colleagues connect around a common goal, giving our passengers the best airport service in the world.

There is a world of opportunity at Heathrow. You’ll reach your full potential within our inclusive and supportive culture, whilst helping us to deliver our ambitious plans. Not only are we growing to welcome millions more passengers each year, we’re also transforming our industry. Sustainability is at the heart of Heathrow and we’re leading global efforts on decarbonisation, so that aviation continues to be a force for good in our world.

Taking the journey with us means living our values. Doing the right thing. Keeping everyone safe. Working together. Treating everyone with respect. Giving excellent service. Improving every day. Our ever-changing airport runs on teamwork and creativity. A career at Heathrow is welcoming, diverse, challenging, exciting, and rewarding.

Join Heathrow and grow your career in an airport that matters to millions.

Our rewards

We offer competitive salaries and excellent benefits, along with performance-based annual bonuses, our longer-term Share in Success Bonus plans, generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And we’ll provide learning and development opportunities to help you reach your full potential.

Working location

This is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.

Sustainable Travel to work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With four diversity networks, we champion inclusivity and celebrate individuality.