Job Description

Exciting Job Opportunity: Customer Care Agent at Birmingham Airport

Contract:

Permanent

Our Story

Birmingham Airport is the UK's seventh largest, connecting millions of passengers to over 120 destinations worldwide. We're on an exciting journey -- growing to over 18 million customers by 2033, becoming a net zero carbon airport, and soon linking to London in just 37 minutes via HS2. Guided by our values - Curious, Dedicated, Inclusive, Respectful, and Supportive - we're proud of every journey we make possible.

About the Role

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

As a Customer Communications Agent, you'll be the voice of Birmingham Airport across digital channels -- keeping customers informed, supported, and connected 24/7.

Respond promptly and warmly to customers via social media, CRM, and Live Chat. Create engaging, informative content across platforms including Facebook, X, Instagram, LinkedIn, and TikTok. Monitor and analyse customer feedback and social trends to drive service improvements. Collaborate with terminal and operations teams to share real-time updates. Identify and flag potential PR or political risks. Support crisis communications and on-call activity as part of a 24-hour operation.

What We're Looking For

We're seeking a digitally savvy communicator who thrives in a fast-paced, customer-focused environment.

Proven experience in online customer service and Live Chat. Confident managing and creating content across multiple social media platforms. Skilled in analysing digital performance and reporting insights. Able to produce creative, visual, and engaging digital content. Excellent written communication with attention to tone and brand voice. Flexible and proactive, comfortable working out-of-hours when required.

Why Join Us

Be part of a friendly, forward-thinking Communications Team telling BHX's story to the world. Work in a dynamic, inclusive culture that values growth and creativity. Help shape the airport's digital personality and customer experience. Opportunities for professional development and skill growth. Play a key role in connecting Birmingham and the West Midlands to the world.
Job Types: Full-time, Permanent

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