Customer Support Ambassador- Annualised

Summary

Based – East Midlands Airport

Part-time Permanent - Annualised

21 hours per week average –covering a 24/7 operation 

Why MAG?

Are you a people person with a passion for delivering great service? Do you have a flexible approach to working hours? Do you seek to fly high in a rewarding role at the Airport?   

Taking on one of the most fulfilling roles in the airport, you will ensure that all passengers have a safe and enjoyable journey. 

Join the Customer service department with the biggest Airport Operator in the UK and enjoy a wealth of benefits and development opportunities. 

• Free staff parking 
• Huge range of company discounts 
• Free Virtual GP service, available 24 hours a day, 7 days a week 
• Care Concierge service 
• Two volunteering days per year 
  
  

The role

To provide exceptional inclusive customer service to customers, including disabled customers. Working as part of a team of up to 30 colleagues, to aid over 120,000 customers every year. 

The main duties of the role include: 

Providing personalised assistance to disabled customers and customers with reduced mobility, ensuring their airport experience is an effortless and enjoyable part of their holiday. 

Effectively communicate and coordinate with other airport departments to facilitate a seamless travel experience for assisted customers. 

Assist cust

omers with check-in and immigration procedures, ensuring all required documents and assistance requests are accommodated. 

Respond promptly and effectively to all customer inquiries, concerns, and requests, demonstrating excellent problem-solving and communication skills. 

Maintain up-to-date knowledge of airport facilities, services, and relevant regulations to provide accurate information to customers.  Proactively identify and address any potential issues or obstacles that may impact the travel experience of assisted customers. 

What will make you successful in the role?

The ability to provide compassionate and attentive service to a diverse range of customers showing strong communication and interpersonal skills. 

The capacity to work collaboratively within a team of colleagues and other airport departments to ensure a seamless travel experience.

Be able to address unexpected challenges and provide solutions promptly

Demonstrate attention to detail to make certain standards are maintained. 

Be flexible to changing situations, including flight delays or equipment issues, is crucial for providing uninterrupted assistance. 

Be able to perform manual tasks (ranging from pushing wheelchairs, to lifting luggage, and physical lifting and handling of people as part of a team) for long periods of time on a varying shift pattern. 

 

We offer a permanent annualised hours contract which means you are paid for 21 hours a week. However, at peak times you may be required to work additional hours or at quieter times you may be required to work less than 21 hours a week - This does not affect your salary which is paid consistently at 21 hours per week despite the hours you may work.

Equal Opportunities & Reasonable Adjustments

We’re building something brilliant at MAG: a diverse team of Journey Makers who share our values and want to make a difference. We’re on a mission to be number one in our industry, and that takes talent in all its forms. With so many exciting roles across our airports and businesses, there’s space for your unique strengths to shine.

Whether this is your first role or your next big step, we want to hear from you – even if you don’t think you tick every box. What matters most is what you bring.

We’re proud to be a Disability Confident employer. If you need any adjustments to support your application or interview, just let us know. We’re committed to helping you perform at your best.

At MAG, every journey matters. Our Colleague Communities play a big part in that: Women’s Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and the CAVU Global ID&E Affinity Group.