What progression opportunities could be available if I wanted to become a Heathrow customer service representative?

Thanks for your question. The Customer Experience Representative role (CER) offers a diverse and interesting way into the operation at Heathrow. The role covers all parts of the customer experience on the ground, from working landside helping our customers start their journey, at gates departing flights, in arrivals repatriating bags to our customers and in connections helping customers with a connecting journey on their way smoothly. Within the CER role there are opportunities such as specialising in a particular area or at times offline opportunities such as being part of the bag chain team, the Airport Upgrade Team, the Concorde Team or being offlined to work on projects within the office. In terms of then progressing within Heathrow Customer the next role would be the Customer Experience Lead (CEL) role which is a Team Leader type role where they are responsible for a particular zone of the operation such as a landside zone, domestic connections or a flight departure. There is a 6 month Aspire pathway that is set up to coach and develop CERs into the role of a CEL. The next step would then be Customer Operations Manager (COM) where you would manage a team of CERs and CELs and the on the day operation which would be the Landside Concourse or Arrivals as examples. Hope this helps. Thanks, Abi