The Customer Experience Team at London Stansted are at the heart of the customer experience journey, working towards our vision of delivering excellent customer service for all. With over 27 million guests travelling through our airport per year, it’s a non-stop operation and our Customer Experience team fully embrace it. The team strive consistently to provide a world-class service to every customer from pavement to plane.
Whether you are working as a Customer Experience Ambassador or a Customer Experience Manager you need to be calm, approachable and dedicated to providing 5-star guest excellence. In all roles, there will be periods of lone working as well as working as whole team to ensure every customers journey gets off to a flying start. Full training will be provided for all roles to ensure you have the right tools to excel.
Customer experience is at the heart of the team and what we look for in our new recruits. You need to have a genuine passion for delivering customer service excellence as well as an empathetic and compassionate approach.
This position provides our apprentices with direct access to a thriving airport operation to experience and learn first-hand how to develop and deliver exceptional customer service. They will work alongside our Ambassadors (but will not have sole responsibility) in ensuring our customers have a seamless journey. Our Apprentices need to be self-motivated and driven with a passion for providing customers with the best experience when travelling with us. Our Apprentices need to be clear, confident communicators as the role involves working with multiple areas of the operation including: Security, Border Force, Airlines and Handling Agents.
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.
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.
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.
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).