Guest Experience Apprenticeship

LONDON LUTON AIRPORT OPERATIONS LIMITED

Luton (LU2 9LY)

Closes in 13 days (Wednesday 20 August 2025)

Posted on 6 August 2025

Print

Contents

Summary

Join London Luton Airport as a Guest Experience Apprentice and earn a Level 2 Customer Service qualification. Help deliver outstanding passenger service, support guest enquiries, improve customer satisfaction, and gain hands-on experience in a dynamic airport environment. Open to LU1–LU4 residents.

Wage

£27,518 a year

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Typical shift working hours rotating between 05:00 - 17:00 and 14:00 - 02:00 - 17:30, with occasional shifts during peak travel times, exact working days and hours TBC

42 hours a week

Start date

Wednesday 1 October 2025

Duration

1 year

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

  • Supporting the delivery of day-to-day guest services across the airport terminal
  • Assisting passengers with enquiries, directions, and special assistance needs
  • Supporting the health, safety, and well-being of all passengers by adhering to safety procedures, identifying potential hazards, and assisting in creating a welcoming and secure environment.
  • Helping to monitor customer feedback and identify areas for service improvement
  • Engaging with passengers to gather real-time insights about their airport experience
  • Supporting communication efforts to keep guests informed during disruptions or delays

Where you'll work

Navigation House
Airport Way, London Luton Airport
Luton
LU2 9LY

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

WEST HERTS COLLEGE

Training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

Training schedule

Customer Service Practitioner Level 2.

Requirements

Essential qualifications

GCSE in:

  • English (grade C/4 or above)
  • Maths (grade C/4 or above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • Organisation skills
  • Customer care skills
  • Team working
  • Positive attitude

Other requirements

All apprenticeships are subject to passing enhanced background checks in aviation, including a Disclosure and Barring Service.

About this employer

London Luton Airport (LLA) is one of the UK’s busiest airports, carrying over 16.7 million passengers in 2024. The airport is operated by a consortium, of which the majority shareholder is AENA, the world’s largest airport operator, and InfraBridge, a leading infrastructure investment manager. Airlines include Jet2, easyJet, Wizz Air, Ryanair, Tui, FlyOne, Sun Express and El Al. The airport is owned for community benefit by Luton Rising, a company wholly-owned by Luton Council, which has invested more than £500m in front-line, voluntary and charitable services since 1998. LLA continues to be major employer and a key economic driver in Bedfordshire — supporting 28,000 jobs and contributing £830 million per year to the local economy. To learn about the progress London Luton Airport is making across its sustainability programme please click here. Further information on London Luton Airport can be found here: https://www.london-luton.co.uk/

After this apprenticeship

This is a good pathway to entry level roles within guest experience team.

Ask a question

The contact for this apprenticeship is:

WEST HERTS COLLEGE

early.careers@ltn.aero

The reference code for this apprenticeship is VAC1000335865.

Apply now

Closes in 13 days (Wednesday 20 August 2025)

Sign in with your GOV.UK One Login to apply.

After signing in, you’ll apply for this apprenticeship on the company's website.