I worked at Heathrow Express full-time (More than 5 years)
Hi level of customer service, High level of training, strong union. highest paid customer service job in airport, front line staff know job better than most line managers.
Very early and late shifts, team managers not good at managing most are yes men/women.
Advice to Management
if it wasn't broke why did you try to fix it. interviews for promotion middle management positions lacking in choosing the right people with decent people skills or experience. in the industry
I applied online. The process took 1 day. I interviewed at Heathrow Express (Heathrow, England) in November 2015.
Once the online application was complete (which was very simple I may add), you get invited to an assessment/interview day. Now the one I attended was carried out in one whole day. It started at about 0830 and I had my tests/interview etc completed by 3pm. I know for a fact that other recruitment days were done in 2 parts at least. Other people from my group had a 2-day process.
The first part of the day (usually 10 minutes late, as I heard others also experienced) involves a disjointed and slightly rushed introduction in which 2 videos are then played. Including some Heathrow Expansion propaganda.
First they crowd the room with people and get you to complete a numeracy test. They then cull a few people. They will then get you to complete the RAAT test which is also straight forward. They even send you a practice copy to have a go at before your assessment day. They then culled a LOT of people. Then they prepare you for a role play in which you are given a few materials and a scenario and you get about 15 minutes to prepare. It usually involves a member of staff such as an actual host pretending to be a disgruntled passenger, complaining that the wi-fi on their journey was disabled. It is then down to you to "calm them down" and give them a refund or whatever you feel appropriate, given the manner etc.
Once the role play is over, you go and sit back in the room and wait for your interview which is conducted in front of a panel of 3. That is how mine was conducted anyway. The panel was made up of 2 PDM's and a customer host who just seems to sit in on it and is there if you have questions at the end.
It took me nearly 2 weeks to hear back however I know that it takes some a bit longer than that.
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