Summary
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.
Wage
£20,514 a year
Training course
Customer service practitioner (level 2)
Hours
Shifts work (working hours and days to be advised at interview stage).
30 hours a week
Possible start date
Tuesday 1 April
Duration
1 year 3 months
Positions available
10
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
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 on 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
Where you’ll work
Ethos Farm
c/o Heathrow Airport
Hounslow
TW6 1NG
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
WEST THAMES COLLEGE
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
As an Apprentice, you will undertake:
* Level 2 Customer Service Standard
* Level 1 Functional Skills in English and Maths (if required)
Requirements
Desirable qualifications
GCSE in:
* English (grade 4)
* Maths (grade 4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* Attention to detail
* Organisation skills
* Customer care skills
* Administrative skills
* Analytical skills
* Team working
* Initiative
* Non judgemental
* Patience