Customer Experience Ambassador

Join Our Customer Experience Team and Help Shape Unforgettable Journeys

If you’re passionate about people and thrive in a dynamic environment, this is your chance to play a key role in creating smooth, safe, and enjoyable airport experiences for millions of passengers. As part of our Customer Experience Team, you’ll be the friendly face of the terminal—supporting operations, solving problems on the go, and representing our brand with pride.

Every day brings something new. You’ll work closely with passengers, partners, and colleagues across the airport, responding to real-time situations, supporting safety and emergency procedures, and helping keep our terminal running around the clock. You’ll be joining a team that truly values health, safety, equality, and inclusion, and works together to deliver excellence 24/7.

If successful, you will be invited to attend an assessment day.

What You’ll Be Doing

• Delivering outstanding customer service with confidence and warmth

• Supporting key terminal operations, including check‑in, security, and immigration

• Monitoring facilities and ensuring high housekeeping standards

• Responding quickly and calmly to safety or emergency incidents

• Working flexibly as part of a 24/7 operation

• Championing a culture of safety, equality, and inclusion

What You’ll Bring

• Experience in customer service, ideally in a fast‑paced environment

• Confidence handling challenging situations and resolving issues proactively

• A collaborative mindset and strong team‑working skills

• Awareness of health and safety practices, including first aid knowledge

• Excellent communication and interpersonal abilities

• Experience working within structured operational procedures—airport or transport experience is a bonus

Birmingham Airport is the UK’s seventh‑largest, with 30 airlines connecting passengers to over 120 direct destinations and more than 400 worldwide. We are on a strong growth trajectory, with forecasts indicating we will serve over 18 million customers annually by 2033. By then, HS2 will link us to central London in just 37 minutes, and we are committed to achieving our ambition of becoming a net zero carbon airport.

Our purpose is: Proud of Every Journey. That means everyone at the airport and the 100 organisations operating on the airport site, taking pride in getting customers safely, punctually, and comfortably from A to B.

By creating a kind, values-driven environment where everyone feels empowered to bring their best to work, we will retain and develop our people – and deliver on our purpose. Our seven pillars, Growth, Customer, Neighbour, Efficiency, People, Safety & Security and Carbon, support the strategic output of the company.

Our values – Curious, Dedicated, Inclusive, Respectful & Supportive guide how our colleagues treat each other as we serve customers with safety and security as our top priority.