Ethos Farm
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 600 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.
Ethos Farm成立于2016年，是一家总部位于伦敦，并在纽约和新加坡设有分公司的咨询公司。在过去的6年中，Ethos Farm在全球9个国家拥有超过600名员工，被评选为英国《Great Place to Work》100家最佳大型雇主之一，并成功入选《星期日泰晤士报》最佳雇主榜单的前50名。公司的主要业务包括客户与员工体验咨询、员工培训、人力资源管理，以及端到端的客户和员工解决方案。我们始终坚持以人为本，通过提升员工的技能和能力，激发他们的潜在价值，以改善企业文化和服务质量，实现业务的持续稳定增长。
Purpose
The Passenger Services Team Member role plays an integral part to the passenger journey at Heathrow Airport.
From the very start of the passenger journey, our dedicated Heathrow Helpers can truly make a difference by providing key messaging and information to all passengers to ensure adherence to security regulations, wayfinding information and guidance around the terminals and assistance during critical parts of the passenger journey (security, immigration, check in). Heathrow Helpers play a vital role in ensuring the flow and congestion of passengers is always maintained to adhere to Health and Safety regulations.
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. 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 of being producers of smiles!
在希思罗机场，地勤人员在旅客的整个旅程中都起着承上启下的重要作用。从旅客在离境安检前的登机牌查验处，到安检、海关，再到抵达登机口，以及入境后的引导，过海关和领取行李的过程，都需要希思罗的地勤团队协调与配合，确保旅客遵守机场的安全规则，并能够在高峰时段顺利通行。
作为未来我们希思罗团队的一员，我们希望正在寻找的你具备良好的社交能力，乐于与他人沟通，并且富有同理心，能够带给旅客美好的出行体验。在我们现阶段的团队，你也会遇到与你一样志同道合的同事们。
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 wayfinding and guidance

工作内容：

• 疏通希思罗机场航站楼内的人流量，确保高峰时期旅客能够高效流通
• 根据机场要求，向旅客提供关键的所需的相关信息
• 与希思罗安全部门、航空公司、地勤人员和英国边境部门联系
• 为旅客提供路线指引和指导

Knowledge, Experience and Skills

• Excellent customer service skills
• Experience of working in a fast-paced environment
• Clear communication and language skills, with proficiency in both Mandarin and English
• Some knowledge of operations is desired but not necessary
• Exceptional interpersonal skills with an ability to engage passengers warmly and proactively
• Demonstrates enthusiasm in approaching visitors to create a welcoming atmosphere

岗位要求：

• 出色的客户服务技能
• 适应在快节奏的工作环境下工作
• 较好的中英文语言表达能力
• 有一定的机场运营知识，但不是必须条件
• 较好的人际交往能力，能够主动且友好地与旅客互动

Other requirements:

• At least 1-year of customer service experience (Optional) / Strong interests in customer service
• Ability to commute/relocate in London Heathrow Airport: reliably commute to all terminals for both shift timings below or plan to relocate before starting work (required)

其他技能要求：

• 至少一年的客户服务工作经历 或 对客户服务工作有兴趣
• 能够保证在希斯罗的各个航站楼之间根据工作需求通勤并按时到岗

The Ethos Difference
At Ethos Farm, we take pride in the fact that we are continuously making a difference. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience. We understand that every person we come into contact with, both internally and externally, is looking for more than just a service, supplier, or colleague, they are also looking for personalised and meaningful interactions with us as individuals. That is why we always make sure to listen, provide helpful guidance and offer genuine care and kindness in our approach to whatever we do. We believe that small gestures can make a big impact and we aim to ensure everyone we have contact with experiences a level of interaction that will make a positive difference to their day.
It is a key responsibility of all members of the Ethos Farm team to not only meet, but exceed the expectations of others, by providing that extra ‘special something’ that truly sets us apart.
Our People Statement
At Ethos Farm, our colleagues are the driving force behind our success. That is why we place great emphasis on creating a people-focused environment where our people feel as valued and important as our customers. We are committed to investing heavily in the employee experience, making the employee journey as valuable and rewarding as the customer journey.
Our approach is simple and begins at the very heart of our business. We strongly believe that every interaction our people have with their colleagues internally should be meaningful. We foster an environment where people are encouraged to treat their colleagues as they would a customer, respecting, supporting, and helping them to succeed. We believe that treating each other with the same care and attention as we would our customers and prioritising meaningful interactions, is critical to creating a positive and inclusive workplace culture of collaboration, empowerment, and excellence, that benefits everyone.
We know that happy, engaged, and motivated colleagues are the key to delivering exceptional customer experiences. We place a high priority on providing a supportive and inclusive workplace culture, where everyone feels valued, respected, and appreciated.
We invest heavily in personal development, providing ongoing training, mentorship, and opportunities for career progression. We also encourage a healthy work-life balance, providing flexible working arrangements and offer a range of benefits and perks designed to enhance our colleague’s overall wellbeing, including a comprehensive health and wellness program, employee assistance program and regular team-building and social events.
Our people-focused approach is what sets us apart, and we are committed to building an environment where everyone can thrive. We are proud of our culture of people empowerment and are always looking for new and innovative ways to enhance the employee experience.
Job Type: Full-time
Pay: £13.15 per hour
Benefits:

• Employee discount

Work authorisation:

• United Kingdom (required)

Work Location: In person