Heathrow Helper Apprentice

Summary

As a Heathrow Helper, you will thrive on connecting with people, enjoy communication and have a sincere drive to brighten someone’s day through kindness and compassion in every interaction.

Wage: £20,514 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Shifts work (working hours and days to be advised at interview stage).
30 hours a week
Possible start date: Tuesday 1 April
Duration: 1 year 3 months
Positions available: 10

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Within our team, we engage with people with a sense of genuine appreciation, recognising their uniqueness and value. Our main goal is to ensure their journey through the airport is not just enjoyable but also supported to the fullest extent possible. We pride ourselves on being producers of smiles!

Principal Accountabilities:

Managing the efficient flow and congestion of passengers travelling through Heathrow terminals
Providing key compliance security messaging to all passengers
Liaising with Heathrow Security, Airlines, Ground Handlers, and UK Border Force
Interacting and engaging with passengers
Supporting passengers with way finding and guidance
Physically being able to meet the demands of the role (standing for duration of the shift)

Knowledge, Experience and Skills:

Clear communication and language skills
Exceptional interpersonal skills with an ability to engage customers warmly and proactively
Demonstrates enthusiasm in approaching customers to create a welcoming atmosphere
A genuine ‘people person’ who thrives on building positive connections

Where you’ll work

Ethos Farm

c/o Heathrow Airport

Hounslow

TW6 1NG

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

WEST THAMES COLLEGE

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

As an Apprentice, you will undertake:

Level 2 Customer Service Standard
Level 1 Functional Skills in English and Maths (if required)

Requirements

Desirable qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Analytical skills
Team working
Initiative
Non judgemental
Patience

About this company

Founded in 2016, with a desire to help organisations cultivate and grow the right company ethos through their people, Ethos Farm is an award-winning customer and employee experience consultancy with offices based in London, New York, and Singapore. Now at year 6 of trading and over 700 people working across 9 countries, Ethos Farm has been recognised as one of the Top 100 large employers at The Great Place to Work UK Awards and has broken into the Top 50 of the Sunday Times Fastest Growing UK Businesses. Offering expertise in customer experience (CX) design, immersive CX learning innovations such as virtual reality training, CX staffing solutions and end-to-end customer & employee solutions, the ethos of Ethos Farm is that ‘truly elevated Customer Experience (CX) is only achievable through a well-designed and crafted Employee Experience (EX)’. At Ethos Farm we recognise that the people who represent our company and clients are our most important brand ambassadors. We will always focus on providing them with the right skills, training, support, and technology to help to unleash their power and potential to grow with us in a workplace where people thrive, excel, and contribute to our ongoing growth and prosperity.

After this apprenticeship

There is a potential opportunity to progress into a full-time role at the end of the Apprenticeship.

Ask a question

The contact for this apprenticeship is:

WEST THAMES COLLEGE

Jasmine Matthias

jasmine.matthias@west-thames.ac.uk

The reference code for this apprenticeship is VAC1000304665.

Apply now

Closes on Monday 31 March 2025

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