Opportunity to work in a dynamic and iconic environment at Heathrow Airport, one of the world's busiest and most famous airports.
Engage with diverse cultures and people from around the globe, enriching personal and professional experiences.
Be part of a team dedicated to enhancing passenger journeys and creating a positive impact in the travel experience.
Access to comprehensive training and development programs that support skill growth and career advancement.
Enjoy a competitive salary package along with performance-based bonuses, generous leave allowances, and a strong pension scheme.
Flexible hybrid working arrangements that promote work-life balance, allowing for a mix of office and remote work.
The Customer Care Support role at Heathrow is essential for managing executive-level customer complaints and providing administrative support to the Customer Engagement team. This position involves navigating complaints to appropriate stakeholders, investigating recurring issues, and ensuring effective communication with both internal and external teams to maintain operational excellence. The ideal candidate should have experience in complaints management, strong administrative skills, and proficiency in Microsoft Office, alongside a passion for enhancing customer experiences.
Heathrow offers a dynamic workplace filled with diverse opportunities and rewards, including competitive salaries, performance-based bonuses, generous leave, and extensive learning and development options. The role supports a hybrid working model, allowing flexibility while meeting operational needs. As an equal opportunity employer, Heathrow promotes diversity and inclusivity, striving to create a supportive and accessible work environment for all employees.
Heathrow offers a dynamic workplace filled with diverse opportunities and rewards, including competitive salaries, performance-based bonuses, generous leave, and extensive learning and development options. The role supports a hybrid working model, allowing flexibility while meeting operational needs. As an equal opportunity employer, Heathrow promotes diversity and inclusivity, striving to create a supportive and accessible work environment for all employees.
Introduction
At Heathrow our purpose is to make every journey better and the Services team play a crucial role in this. We’re the ones who keep things moving for the millions of passengers who travel with us every year.
Together, we create a seamless experience across the whole passenger journey, from Heathrow’s road and rail network, to our award-winning terminals and VIP offering. First and foremost, it’s about delivering excellent operational performance, every day. For those in Engagement and Solutions Delivery, it’s also looking for new ways to drive improvement and push the boundaries of the service Heathrow can deliver.
You’ll join a team that instinctively knows how to keep things flowing and what makes people tick. It’s about being friendly, focused and helpful – stepping in before you’re even asked. You’ll be working in a rewarding environment, with training and support so you can always be at your best and grow your skills. Most importantly, you’ll be given real accountability and a chance to take ownership. This is an opportunity to make your mark on the experiences of countless passengers.
Job Description
We are looking to recruit a Customer Care Support to work with the Customer Engagement team at Heathrow. This role is essential in supporting our Customer Care Managers (CCMs). The key aspect of this role is effectively managing executive level customer complaints. Candidates will navigate the complaints to key stakeholders and in some instances be investigating and following up complaints with similar themes through to conclusion.
You will play a pivotal role in managing executive-level customer complaints, ensuring communication with stakeholders, and collaborating with internal and external teams to maintain operational excellence. Additionally, you will manage data, prepare reports, and provide administrative support to ensure our high standards of service remain uncompromised.
The ideal candidate should have some experience in managing complaints and have proven administrative skills.
Click below for the JD:
Customer Care Support.docx
Your role will involve
There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.
Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.
It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.
Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.
Our rewards
We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.
Working Location
Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow . Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.
Sustainable Travel to work
Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.
Equal Opportunities
As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With four diversity networks, we champion inclusivity and celebrate individuality.
At Heathrow our purpose is to make every journey better and the Services team play a crucial role in this. We’re the ones who keep things moving for the millions of passengers who travel with us every year.
Together, we create a seamless experience across the whole passenger journey, from Heathrow’s road and rail network, to our award-winning terminals and VIP offering. First and foremost, it’s about delivering excellent operational performance, every day. For those in Engagement and Solutions Delivery, it’s also looking for new ways to drive improvement and push the boundaries of the service Heathrow can deliver.
You’ll join a team that instinctively knows how to keep things flowing and what makes people tick. It’s about being friendly, focused and helpful – stepping in before you’re even asked. You’ll be working in a rewarding environment, with training and support so you can always be at your best and grow your skills. Most importantly, you’ll be given real accountability and a chance to take ownership. This is an opportunity to make your mark on the experiences of countless passengers.
Job Description
We are looking to recruit a Customer Care Support to work with the Customer Engagement team at Heathrow. This role is essential in supporting our Customer Care Managers (CCMs). The key aspect of this role is effectively managing executive level customer complaints. Candidates will navigate the complaints to key stakeholders and in some instances be investigating and following up complaints with similar themes through to conclusion.
You will play a pivotal role in managing executive-level customer complaints, ensuring communication with stakeholders, and collaborating with internal and external teams to maintain operational excellence. Additionally, you will manage data, prepare reports, and provide administrative support to ensure our high standards of service remain uncompromised.
The ideal candidate should have some experience in managing complaints and have proven administrative skills.
Click below for the JD:
Customer Care Support.docx
Your role will involve
- Skillfully navigate and resolve high-level customer complaints, ensuring they are directed to the appropriate stakeholders.
- Dive deep into recurring issues, investigate thoroughly, and follow up to ensure satisfactory resolutions.
- Maintain clear and effective communication with both internal and external stakeholders to uphold our operational excellence.
- Handle data meticulously, prepare insightful reports, and provide essential administrative support to maintain our high service standards.
- Respond to complaints clearly and professionally, ensuring all concerns are addressed
- Work with colleagues to ensure efficient complaint handling and adherence to procedures
- Take a prominent role in resolv ing high-level customer complaints, ensuring they are directed to the appropriate stakeholders
- Previous proven experience in managing complaints
- Ability to use Microsoft Office to support our team effectively
- Passion for helping customers and improving their experience
- Comfortable with using data
There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.
Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.
It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.
Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.
Our rewards
We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.
Working Location
Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow . Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.
Sustainable Travel to work
Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.
Equal Opportunities
As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With four diversity networks, we champion inclusivity and celebrate individuality.
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