Job Summary
The Passenger Services Team Member role plays an integral part to the passenger journey at Heathrow Airport.

From the very start of the passenger journey, our dedicated Heathrow Helpers can truly make a difference by providing key messaging and information to all passengers to ensure adherence to security regulations, way finding information and guidance around the terminals and assistance during critical parts of the passenger journey (security, immigration, check in). Heathrow Helpers play a vital role in ensuring the flow and congestion of passengers is always maintained to adhere to Health and Safety regulations.

As a Heathrow Helper, you will thrive on connecting with people, enjoy communication and have a sincere drive to brighten someone’s day through kindness and compassion in every interaction. Within our team we engage with people with a sense of genuine appreciation, recognising their uniqueness and value. Our main goal is to ensure their journey through the airport is not just enjoyable but also supported to the fullest extent possible. We pride ourselves of being producers of smiles!

Principal Accountabilities:

Managing the efficient flow and congestion of passengers travelling through Heathrow terminals

Providing key compliance security messaging to all passengers

Liaising with Heathrow Security, Airlines, Ground Handlers, and UK Border Force

Interacting and engaging with passengers

Supporting passengers with way finding and guidance

Physically being able to meet the demands of the role (standing for duration of the shift)

Knowledge, Experience and Skills:

Clear communication and language skills

Exceptional interpersonal skills with an ability to engage customers warmly and proactively

Demonstrates enthusiasm in approaching customers to create a welcoming atmosphere

A genuine ‘people person’ who thrives on building positive connections

This apprenticeship offers an excellent opportunity for personal growth while contributing to meaningful projects within our organisation. If you are eager to learn and ready to take on new challenges, we encourage you to apply. Successful candidates will be enrolled with West Thames College on the Level 2 Customer Service Standard.

About Ethos Farm:

Founded in 2016, with a desire to help organisations cultivate and grow the right company ethos through their people, Ethos Farm is an award-winning customer and employee experience consultancy with offices based in London, New York, and Singapore.

Now at year 6 of trading and over 700 people working across 9 countries, Ethos Farm has been recognised as one of the Top 100 large employers at The Great Place to Work UK Awards and has broken into the Top 50 of the Sunday Times Fastest Growing UK Businesses.

Offering expertise in customer experience (CX) design, immersive CX learning innovations such as virtual reality training, CX staffing solutions and end-to-end customer & employee solutions, the ethos of Ethos Farm is that ‘truly elevated Customer Experience (CX) is only achievable through a well-designed and crafted Employee Experience (EX)’.

At Ethos Farm we recognise that the people who represent our company and clients are our most important brand ambassadors. We will always focus on providing them with the right skills, training, support, and technology to help to unleash their power and potential to grow with us in a workplace where people thrive, excel, and contribute to our ongoing growth and prosperity.

Job Type: Apprenticeship

Pay: £13.15 per hour

Schedule:

Day shift
Night shift
Weekend availability

Experience:

Customer service: 1 year (preferred)

Location:

Hounslow TW6 2SB (preferred)

Work Location: In person

Reference ID: Ethos Farm - CS

Ethos Farm

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