Customer Service Ambassador – East Midlands Airport

16 September 2022
£21,286 / year

Job Description

About the company:

Here at East Midlands Airport, we are proud of what we do, connecting people across the world and creating wonderful memories for our customers – as the world opens, we’re refuelling for growth and if you’re made of the same stuff as us, we’d love to hear from you. 

We are a 24-hour airport, operating 365 days of the year. We are people who care passionately about safety and offering our customers an amazing experience every time they travel through our airport. Working for us is fast paced but you will be surrounded by an incredible team that will bring out the best in you, so if you’re ready, make the journey…

About the role:

  • Customer Service Ambassador
  • Based at East Midlands Airport
  • Permanent contracts
  • £21,286.80 per annum (based on full time hours) 
  • Full Time (42 hours) 12hr day (0430-1630) & night shifts (1630-0430) 4 on 4 off pattern
  • Part Time (21 hours) variety of early and late shifts (0430 earliest start; 2359 latest finish)

In this role you be the face of East Midlands and help our customers across the airport customer journey. You will be responsible for interacting with customers at every point of their journey, conducting airport patrols and supporting in the deployment of emergency response when required.

Duties will include but are not limited to:

  • ​Preparing customers for security with liquids and gels and lane preparation ahead of the card readers and airport security journey
  • Hosting the flow points within the security central search areas, preparing and flowing customers to the security lanes
  • To prepare tray loading ahead of the x-rays, ensuring customer items are presented correctly for x-ray screening 
  • To deal with queue management in and around the security search areas and where appropriate, prioritise any passengers whose flights may be departing within a short period of time
  • To support the Assisted Travel team in customer service duties where applicable to ensure a seamless transition through the airport 
  • Supporting the signposting of passengers through the customer journey as required
  • Be the face of East Midlands Airport for returning customers supporting the eGates process and queue management ensuring a timely journey through the inbound customer experience
  • Support our car parks teams as required during busy periods with customer service duties

We encourage applications from customer service professionals who are committed to delivering the best customer experience to our guests and providing an unforgettable and personalised experience for every guest they meet. In addition, you will have:

  • Excellent dress code and personal presentation
  • Confidence – the ability to assess a situation and deal appropriately to improve or diffuse accordingly
  • Excellent time keeping and work ethic required
  • Ability to work unsupervised
  • To undertake any other reasonable duties as deemed appropriate
  • Maintain the area and report any Health & Safety issues/requirements in a timely manner to ensure compliance is adhered to and our colleagues and customers are safe
  • Report any hazards or irregularities through the means provide


As a MAG employee you will have access to some great benefits including: 

✈Free on-site parking whilst on duty

✈Access to “Benefits me – My MAG rewards” portal with discounts and savings

✈24hour Employee Assistance Programme

✈MAG Pension scheme which doubles your contribution

✈Discounts on public transport to work

✈Discounts on MAG products such as Escape Lounges and holiday parking at our Airports

✈Fantastic career development

How do I apply? 

Please submit your up to date CV and a covering letter detailing you how you meet the role criteria.

Advert will close once we receive sufficient applications so apply now to avoid disappointment