Emirates – Customer Experience & Ticketing Lead
Job Purpose
At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always fly better. As one of the most recognised and admired brands globally, we’re driven by innovation, ambition, and excellence. Join a dynamic, fast‑paced team where your ideas and relationship‑building skills will directly shape employee experience across our global workforce.
In a nutshell
Responsible for supervising the operations of the airport kiosk or ticketing desk, with the primary focus on providing exceptional customer service, troubleshooting and effective resolution of all customer inquiries. Maximise revenue through ancillary sales, including commercial products, ticketing and reservations, and Skywards programme. Additionally, provide proactive support for daily operations as required.
Responsibilities
* Ticketing and Reservation: Understand individual customers’ travel requirements, provide smooth and tailored service, handle system reservations, calculate fares, ensure documentation, and inform customers of legal requirements.
* Ancillary Sales: Increase revenue by promoting airport upgrades, additional legroom, and excess baggage services.
* Commercial Emirates Products: Ensure comprehensive knowledge of all commercial products, enhancing travel experience.
* Skywards: Communicate programme benefits and promotions, conduct briefings, and maximise participation.
* Sales Administration: Monitor and document sales activities, reconcile cash and P.O.S. card payments, and deposit cash per local regulations.
* Passenger Acceptance: Monitor reservation system, coordinate with departments for special cases, and manage queue process.
* Operational Disruption: Support rebooking, hotel bookings, deny–boarding procedures, and ensure customer satisfaction.
* Airport Operations: Assist with EKAS operational tasks (check‑in, boarding, lounge, ramp) as required to maintain service levels.
Qualifications
Minimum:
* At least two years experience in fares & ticketing with completion of advanced ticketing courses.
* At least two years airport experience.
* Proficiency in promoting revenue and customer service excellence.
Who You Are
* A natural connector and persuader who enjoys the airport environment and delivering outstanding service.
* Possess strong interpersonal and communication skills.
* Team‑player with a customer‑centric attitude.
You’ll have an edge if
* You can demonstrate revenue‑driving experience in an airport.
* You speak additional languages.
* You hold qualifications in customer‑service environments.
Things to consider before you apply
* Unrestricted right to live and work in the UK and provide evidence.
* Role requires an airport ID, five‑year history, and DBS check.
* Shift‑based schedule: 3 on / 3 off roster.
Salary & benefits
Competitive base salary plus allowances such as shift pay, transport, and meal allowances.
* Guaranteed bonus every November.
* Eligibility for non‑contractual profit share scheme every May.
* Private medical insurance.
* Health cash plan.
* Employee assistance programme.
* Generous annual leave.
* Exclusive travel discounts on flights and hotels worldwide.
Seniority level
Entry level
Employment type
Full‑time
Job function
Sales and Business Development
Industries
Airlines and Aviation
#J-18808-Ljbffr