Customer Service

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Customer Service

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Our story

Our Customer Relations and Service department is the face of our organisation. By working in our customer service team, you’ll help us to make every journey better. We keep things flowing smoothly and instinctively understand what makes different people tick. Life in this team means being friendly, focused and helpful. We are the kind of people who step in before we’re even asked. And because we want everyone to feel engaged and happy, we give our colleagues all the training and support they need to be at their best and grow their skills.

What we are looking for

Working in the Customer Relations and Service department means having our passengers at the forefront of your mind. We look for all kinds of experience, from customer service to leadership and the ability to build relationship with our partners. Don’t worry if you’ve never worked in an airport before, we’ll provide the training you need to perform any role at your best.

Career opportunities

Some of the vital roles in the customer service department are:

Passenger Services Officer: the colleagues who make sure that trolleys are in the right location at the right time, to ease our passengers’ journey through the airport.

Passenger Experience Manager: making a significant difference to the experience of our passengers every day.

Passenger Service Manager: the main leadership role in the team, who works alongside colleagues from all departments and external partners to deliver extraordinary passenger experience.

Fun facts

Explore Heathrow, a city within a city.

With defibrillators everywhere and customer service colleagues fully trained in managing first aid and medical emergencies, Heathrow is one of the safest places in the UK in which to have a heart attack, with a survival rate of well over 80%.

Nearly 262,000 passengers travelled through Heathrow on the busiest day ever recorded.