Role Overview
This role is dedicated to the delivery of high-quality Front of House (FOH) training, ensuring all passenger-facing staff are competent, compliant, and delivering exceptional customer service in line with company, airline, and airport standards.
The Front of House Trainer will be responsible for delivering both classroom and practical training across all FOH activities, supporting customer experience excellence within a fast-paced airport environment.
Key Responsibilities
- Deliver training in line with the published training plan across all Front of House activities.
- Conduct classroom-based and practical training sessions, including competency assessments and on-the-job coaching.
- Ensure all training is delivered in accordance with company, airline, airport, and regulatory standards.
- Promote and maintain high standards of customer service, safety, compliance, and operational procedures.
- Monitor trainee progress and provide constructive feedback, coaching, and development support.
- Complete and maintain accurate training records and documentation.
- Evaluate training effectiveness and recommend improvements where required.
- Adapt training delivery in line with operational and business requirements.
- Support recurrent, refresher, and compliance training programmes.
- Act as a subject matter expert on passenger handling, check-in, boarding, arrivals, baggage services, and customer experience procedures.
Essential Experience & Competencies
- Minimum 5 years' aviation experience in passenger services or Front of House operations.
- Strong knowledge of airline passenger handling procedures and customer service standards.
- Proven ability to train, coach, and develop staff effectively.
- Highly organised with strong attention to detail.
- Confident delivering training in both classroom and operational environments.
- Proficient in Microsoft Office 365.
- Strong communication and interpersonal skills.
- Ability to work in a high-pressure, fast-paced operational environment.
- Flexible, proactive, and adaptable approach to training delivery.
- Strong understanding of IATA, airline, airport, and customer service requirements.
Technical Requirements
Fully competent and current in:
- Check-in procedures and Departure Control Systems (DCS).
- Boarding gate operations.
- Passenger assistance and special assistance procedures.
- Baggage services and disruption management.
- Arrival and transfer passenger processes.
- Customer service recovery and complaint handling.
- Aviation security and compliance procedures.
Qualifications & Licences
- Recognised training qualification (e.g., AET, PTLLS, Level 3 Award in Education and Training, or equivalent).
- Full, valid UK Driving Licence (preferred).
Shift & Flexibility Requirements
Due to the operational nature of this role, full flexibility is required. You must be available to work across all shift patterns, including:
- Day and night shifts
- Weekends
- Bank holidays and religious festivals
Operations run 24/7, 365 days per year, and shift patterns will vary in line with business needs.
Additional Information
- This is a training-focused operational role
- Hours: Full-time, 37.5 hours per week
- Job Type: Full-time
Job Type: Full-time
Pay: £38,000.00-£40,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Licence/Certification:
- training qualification (e.g. AET, PTLLS- Level 3) (required)
Work Location: In person
