About The Role
You will be the dynamic face of Heathrow Express, moving across all Heathrow terminals, Paddington Station, and onboard our trains. Your primary mission is to deliver world-class customer experience while driving revenue through proactive, face-to-face sales. You’ll engage a diverse range of international passengers, providing essential travel advice, resolving issues on the spot and expertly upselling upgrades. This is a fast-paced, people-first role that demands initiative, excellent communication, and a passion for both service and sales.
What you’ll do
1. Proactively sell Heathrow Express tickets, upgrades, and partner products at various locations (podiums, TVMs, onboard), consistently meeting weekly/monthly team sales targets
2. Greet passengers with enthusiasm, provide accurate onward journey advice for London and the UK, and resolve customer queries or issues with autonomy and a "surprise and delight" approach
3. Work flexibly across all Heathrow terminals and Paddington Station, including onboard trains, adapting your location based on real-time passenger demand
4. Operate handheld sales devices, perform basic maintenance on sales equipment, and adhere strictly to cash handling, safety, and reporting procedures
5. Work closely with supervisors and colleagues, ensuring seamless service delivery and sales opportunities are maximised across the network
About You
You are a highly motivated individual with a genuine passion for connecting with people and achieving sales goals. You thrive in dynamic, customer-facing environments and possess:
6. Proven experience in face-to-face sales, with a track record of converting enquiries into sales, confidently handling objections, and successfully upselling/cross-selling
7. A natural ability to build rapport quickly with diverse passengers, deliver empathetic service, and make sound judgments for on-the-spot service recovery
8. Comfortable with 10-hour shifts, standing for long periods, and periods of lone working
9. You are reliable, punctual, and able to adapt quickly to changing operational demands and locations
10. Excellent spoken English is essential for clear and concise interactions; additional languages are a significant advantage
11. While often working autonomously, you understand the importance of collaborating with your team and leadership to achieve shared objectives
12. Meticulous with cash handling, safety protocols, and maintaining a clean, functional work environment
Nice to have
13. Previous experience in airport, rail, hospitality, or high-volume sales environments
14. Knowledge of London transport, tourist attractions, and the wider UK rail network
15. Multilingual capabilities