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The Customer Service Apprentice is a member of the Customer Services team at London Heathrow. You will support our team in delivering a safe and first-class airport experience to our customers. You are expected to understand all areas of Customer Services and work flexibly across all functions. This position will involve a significant amount of standing, walking, and greeting customers in a variety of roles within Customer Services, while reporting into and taking instructions from Team Leaders.

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Perform a range of airport related duties and be prepared to support the daily operation in any capacity required in the following areas: Check-in, Gates, Transfer, Arrival, Baggage Services, and ticketing.
• Conduct relevant administrative duties e.g., ticketing, pre-flight and post flight departure.
• Represent American Airlines by adhering to the uniform standards and by adopting a customer focused approach at all times.
• Carry out other reasonable duties consistent with the post including essential functions of the job.
• Greeting customers when they enter the airport or arrive in the ticket area
• Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures
• Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)
• Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)
• Troubleshooting kiosk technology issues to identify the source of issues or errors and escalating when necessary
• Verifying that customers carry-on baggage complies with FAA/American Airlines polices (e.g., size, quantity)
• Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)
• Assisting customers with checked baggage processing (e.g., completing credit card transaction, self­ tagging, verifying weight)
• Queuing lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time)
• Accepting and activating customers self-tagged baggage at the activation station
• Assisting with the moving of baggage throughout the ticket counter area (e.g., checked baggage to belt, oversized bags to designated oversized baggage location)
• Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)
• Refer customers to Team Leaders / Managers when appropriate
• Performing clearance and verification of documents at kiosks
• Assisting unaccompanied minors with boarding, deplaning, or other transportation
• Providing customers with gate information and directions
• Possibly performing additional related duties as deemed operationally necessary by management including assisting with disruptive flight and distressed customers
• Reporting to position on time, as scheduled, and at your assigned station or location, varying shifts, weekends, and bank holidays
• Complete job-relevant trainings
• Adhere to company policies, procedures, and performance standards, including but not limited to government regulations (e.g., DOT, FAA, TSA)
• Provide quality customer service in a professional manner in accordance with Americans guidelines
• Use multiple internal resources/systems, including during customer interactions

The apprentice program has been developed in partnership with Inspiro and the program will consist of developing skills and knowledge on the job. As an apprentice you will also attend off the job training with Inspiro. The training delivered will consist of a blended approach, E-learning and workshops. You will receive on the job mentoring and coaching from either American Airlines directly or from Inspiro assessor.

The apprenticeship will consist of the following elements:

NVQ – assessed on the job by the assessor.

Technical Certificate – training will be delivered through on and off the job, e-learning to provide the underpinning knowledge to support the NVQ and programme designed.

Functional Skills – This requires apprentices to obtain a minimum skills level in Mathematics, English and ICT through guidance and examination. Some apprentices with GCSEs A-C in these subjects may be exempt.

ERR Booklet – Employer Rights and Responsibilities booklet which apprentices are required to complete.

Enhancements – these elements have been determined by American Airlines and Inspiro as part of the programme design and consists of additional units, short courses, e-learning.

Essential

• 5 GCSEs grade 9-4 (A*-C) or equivalent including Maths & English.
• Possess excellent interpersonal skills.
• Possess a solution orientated approach.
• Be reliable and punctual.
• Genuinely enjoy customer interactions and you are passionate about delivering customer service.
• Show respect and understanding for different cultures and backgrounds and you treat everyone as individuals.
• Have a clear desire to work within the airline industry demonstrating a willingness to learn, take advantage of new opportunities and develop new skills
• Appreciate why the safety and security of our customers is so important for American Airlines.
• Understand the importance of punctuality in an operational environment.
• Demonstrate pride and knowledge of the American Airlines brand and understanding of the business strategy.
• Be able to build relationships easily and effectively.
• Be an effective communicator, with good interpersonal and communication skills (written, oral and non-verbal) and be able to deliver difficult messages with confidence.
• Understand the need to follow rules however you are able to be flexible depending on the situational needs.
• Proactively seek solutions and take personal responsibility for resolving problems.
• Be able to learn new information easily and quickly apply it correctly.
• Have the ability to handle stress effectively and work with minimum supervision.
• Possess a strong customer focus and enjoy face to face contact with customers.
• Be a representative of the Company at all times.
• Have a well-groomed appearance & adhere to the uniform standards at all times
• Have the ability and willingness to work in a shift environment (including weekends, bank, and public holidays)
• Be compliant with all American Airlines policies and procedures.
• Have the ability to communicate both written and verbally to a high standard.
• Be in possession of a valid BAA airside/landside pass.
• Be GSAT trained.
• Have the willingness and ability to successfully complete all relevant training.
• Have the willingness and ability to train and hold a valid BAA jet bridge permit as and when required.

Desirable

• Computer knowledge including Microsoft Word, Excel and email.

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.