Customer Host

There's no better way to get from Heathrow to central London than using public transport. Small wonder, then, that over 20,000 passengers a day make use of our rail stations. 

Heathrow is looking for customer-oriented Customer Hosts to join the Heathrow Rail Station teams to help drive more passengers to use the stations by providing first-class customer service, sharing travel information, and offering assistance.

The recruitment process consists of a review of your application, followed by a video application process, an in-person safety awareness test and If successful through each of these initial stages, you will be invited to an Assessment Centre in late November with a view of starting mid January 2025.

• As a brand ambassadors, you will offer everyone a warm welcome to London by offering your knowledge and guidance, whether it’s helping them find the right train, terminal or giving directions to London landmarks. 
• Complying with Heathrow Rail’s procedures, rules and regulations which could involve knowing what to do if spot an unattended bag, see someone acting strangely or are involved in an emergency evacuation.
• Addressing customer concerns and resolve any issues or complaints in a professional and timely manner.
• Collaboration with other rail staff and departments to coordinate services and ensure smooth operations.
• Staying up-to-date with relevant policies, procedures, and safety regulations to ensure compliance and customer well-being.

• Passionate for delivering excellent customer service and creating positive experience for the passengers.
• Observation and communication skills are important.
• Ability to remain calm and professional in challenging situations, demonstrating strong problem-solving skills.
• A good level of fitness as you will spend your shift out and about, interacting with our passengers.

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 come home 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.  

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

This is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.
 
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, and through our diversity networks, we champion inclusivity and celebrate individuality.