Customer Experience

Customer Experience Ambassador

Our Ambassadors are the foundation of the Customer Experience Team. They are the first person our customers will come in to contact with should they need support on their journey. They are the face of London Stansted Airport and play a crucial part within the operation. Their duties range from: meeting customers at various touch points, providing first-aid, supporting in emergencies and acting as first-line response for customer issues. This requires anticipating the customers’ needs and liaising with airlines or service providers to ensure all issues are seen through to completion.

In the terminal you will find our Ambassadors located at various point throughout your journey, whether that be at the information desks, hosting the e-gates or supporting in the immigration hall. Our Ambassadors main role is to deliver the best customer experience and strive to provide an unforgettable and personalised experience for every customer.

Find out about a day in the life of a Customer Experience Ambassador.

Customer Experience Team Leader

When we first introduced the Customer Experience team the Team Leader position didn’t exist. We introduced this role as it’s essential to the success of London Stansted Airport in delivering outstanding customer service. The role is dynamic, customer centric and focussed on providing exceptional service to all customers. Our Team Leaders set the precedence to all employees and third parties operating at Stansted Airport, championing the customer and demonstrating how service should be delivered.

Our Team Leaders need to be able to adapt and prioritise their response to demands and incidents in the moment. High visibility across all key customer touchpoints in the airport is critical to ensure that all customers concerns are resolved in a timely, calm approach. The Customer Experience Team Leaders drive the performance of the Ambassadors; motivating and inspiring them to deliver the best service possible. Other Team Leader duties include: attending to unattended items, crowd control and queue management, faulting assets, Departure Lounge guidance and Immigration hosting including E-Gates.

Find out about a day in the life of a Customer Experience Team Leader

Customer Experience Manager

Reporting into the Head of Customer Service, our Customer Experience Managers are responsible for managing the Apprentices, Ambassadors and Team Leaders. They are driven to inspire them to deliver a great service to customers whilst remaining compliant when carrying out procedures. Our managers review feedback from guests and continually seek to improve procedures/processes to enhance the customers journey. They respond to all operational incidents providing direction and guidance to the team and strategically maximise efficiencies within daily operations. Their focus is on controlling Check-In and Departure peaks, Immigration hosting (including E-Gates) and ensuring up to date information is provided on the Information Desks.

Head of Customer Services

Our Head of Customer Services is responsible for supporting the entire Customer Experience team at London Stansted Airport – 85 team members to be exact. The team are responsible for supporting our customers through their airport journey, offering service, information and assistance during incidents. As well as operational management, the Head of Customer Services focuses on long-term strategy, operating models and the journey to our vision. They are responsible for the strategic planning and customer performance factors such as our Net Promoter Scores (NPS).