Job Description

Exciting Job Opportunity: Customer Care Agent at Birmingham Airport

Contract: Fixed Term - 12 Months

(This role is currently fixed term; however, due to airport growth, it may become permanent.)

In this dynamic role, you'll be at the forefront of customer interaction across social media, CRM, and Live Chat, helping shape the voice of Birmingham Airport while sharing timely, helpful, and engaging content. You'll play a vital role in enhancing customer experience, protecting our brand, and supporting operational response when things don't go to plan.

This is a shift based role - working both early and late shifts, which are subject to change, to meet operational demand. Current shift patterns are as follows:

Early 0600-1400 Late 1300-2100

Key Responsibilities:

Provide timely and accurate responses to customer queries via social media, Live Chat, and CRM Create engaging content for social media and internal channels that reflects the BHX brand and tone Collaborate with Terminal Operations and Customer Strategy teams to share real-time insights Analyse data trends from customer interactions to identify areas for improvement Proactively flag potential issues that could escalate into media or political risks Support out-of-hours communication and help manage live issues and incidents on site

Experience Required:

Experience using Live Chat and written communication in a customer service environment Proven ability to post and respond on social media in a corporate or brand setting Familiarity with CRM systems and analytics tools to interpret customer data Skilled in identifying trends and using insights to improve customer experience Experience in creating, filming, and editing digital content Flexible, creative, and able to manage multiple platforms in a fast-paced environment

Join us and contribute to making Birmingham Airport Proud of Every Journey.

Be part of a team that brings the airport to life every day, connects with thousands of customers, and plays a vital role in how the world sees BHX and the West Midlands.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: 33,944.00 per year

Benefits:

Company events Cycle to work scheme Discounted or free food Employee discount Free or subsidised travel Free parking On-site parking Referral programme Store discount
Work Location: Hybrid remote in Birmingham B26

Application deadline: 14/08/2025