Manchester Airports Group

Customer Service Ambassador

Manchester Airports Group - Posted 2 months ago
£13k/year  + Equity


Manchester, ENG

Customer Service Representative
Career Level
Mid-Level, Senior
Company size
12k employees

Airport:  Manchester Intl

Customer Service Representative Job description

At the heart of our airport is a Customer Services team who delivers the best possible experience for each and every one of our guests. Here the team strives to provide great service at every touch point, whether it’s helping a guest find their check-in desk or assisting them through the terminals.

Role Profile

As Customer Service Ambassador, it will be your job to see that all our guests receive a best-in-class, safe and efficient customer service experience as they move through our Terminals. You will provide professional, timely, and accurate information to see guests have a great start to their journey. Working a rostered shift pattern (including 3am starts and a rotation of 24hr night and day shift work), you will support the operational activity to meet customer demands and needs where your accountabilities will include:

  • To ensure service levels are achieved and maintained for all aspects of the guest experience, including check-in, security, and immigration.
  • Provide information to all terminal/airport users via various channels, face to face, radio, e-mail, tannoy or telephone.
  • Proactively respond to customer feedback and problem situations.
  • Answer inquiries and input flight information via Airport Systems.
  • Monitor the standards of the Terminal appearance and cleanliness.
  • Assist in emergency situations including evacuations and re-entry.
  • Deal with complaints face to face
  • Attend any accidents occurring within the Terminals and accurately report, investigate and make any recommendations.


Passionate about providing the best customer experience possible you will thrive in a fast-paced and busy environment. You will enjoy every day being different, facing challenges and will possess the following attributes:

Highly Desirable

  • Proven experience in a similar customer service operational role.
  • Demonstratable experience working in a face-to-face customer service environment.
  • Good influencing skills and the ability to persuade, organize and direct people in a friendly informative manner.
  • Able to effectively handle complaints and conflict to reach the most positive resolution.
  • Excellent communication skills both written and verbal.
  • A positive ‘can-do’ attitude.
  • Resilient with the ability to confidently handle change and challenges outside of your control.
  • Proficient user of Microsoft packages, including outlook, word and excel.
  • Must be able to work rostered shift patterns that operate on a 24-hour roster that includes a mix of days and nights

What we offer

At MAG we value and celebrate difference; colleagues feel like they belong and are valued in a collaborative, supportive, and inclusive environment with fair access to opportunities. Our benefits include:

  • Competitive salary + pension
  • Free parking and subsidized public transport
  • Discounts on company products e.g. holiday parking
  • Salary sacrifice options on lifestyle/ finance/ health products
  • 24 days Holiday entitlement + bank holidays 
  • Internal progression and development opportunities

How do I apply?

Please submit your up-to-date CV and a cover letter detailing how you meet the role criteria.

Please note that counter-terrorism clearance is required for this role and in order to obtain this, you must have been a UK resident for the last 3 years.

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