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Customer Concierge
Various locations
Contract type
Closing date


Heathrow Express is a luxury train service that provides the highest quality of customer service to the 18,000 people who travel with us between Paddington and Heathrow each day. 


We’re looking for Customer Concierges to continue to provide outstanding service, both on our trains and on the platforms at Paddington and Heathrow station. To work for Heathrow Express, you will need customer service or retail experience, a warm smile and friendly advice to offer no matter the hour. You must be calm under pressure, think on your feet and able to act quickly in challenging situations. 


We will supply a uniform and, as the face of Heathrow Express, you will be expected to maintain a smart appearance at all times.


You will be allocated your roster of shift work a year in advance, with the opportunity to apply to swop shifts with your colleagues. There may also be an opportunity to work additional shifts as overtime. Your shift can begin at Paddington or Heathrow, with shifts starting from as early as 04.40am for an early shift, and finishing as late as 00:20am for late shift (car parking spaces are available). 


Learn and develop with us and you can keep climbing the career ladder to Supervisor or Duty Manager, whilst enjoying the other exciting opportunities Heathrow Express offer.


Your role will involve:

  • Checking and selling tickets, on the train and on the platform
  • Offering advice on how to get to customers’ end destinations
  • Offering tips and guidance about Heathrow airport and London
  • Engaging with customers ensuring that they feel comfortable
  • Dealing calmly with incidents


These skills are essential:

  • Excellent standard of customer service, with a passion for giving customers the best possible experience
  • Experience of high-pressure situations 
  • Strong interpersonal skills and the ability to work well as part of a high performing team


Our rewards: 

Our staff are the only reason we can provide our outstanding service, so we like to give each and every employee the benefits they deserve. This includes free Heathrow Express travel all year round. You’ll also receive an ATOC pass, giving you 75% off railcards and specified tickets for your leisure travel. You’ll be earning an hourly wage of £12.41, as well as being automatically enrolled onto our excellent pension scheme and earning an annual leave entitlement. We will help nurture your skills so you can achieve your full potential.


So, if you’re happy on your feet in a lively, people-facing environment, this could be the role for you. Join us and be part of an organisation with unlimited opportunities. 


As an equal opportunities employer, we encourage applications from a diverse range of individuals. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. At Heathrow Express we’re an accessible place to work, driven by inclusivity and celebrating individuality.


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