Guest Experience Apprenticeship

About us

Salary: £24,242

Hours: 42 hours per week (Including one study day)

• Typical shift working hours rotating between 05:00-17:00 and 14:00-02:00 – 17:30, with occasional shifts during peak travel times.

Contract type: Apprenticeship

We’re excited to announce a fantastic opportunity as part of our London Luton Airport Apprenticeship Programme! In line with our partnership commitments with Luton Borough Council, we’re providing local opportunities for local residents from LU1 to LU4 postcodes to join our Guest Experience team — while earning a Level 2 Customer Service Practitioner qualification.

This is your chance to be at the heart of our mission to deliver an outstanding experience for every passenger at London Luton Airport, supporting projects that make a real difference to guest satisfaction and our airport’s reputation.

About the job

About the Apprenticeship:

Delivered through a nationally recognised programme, the Level 2 Customer Service Practitioner Apprenticeship will give you the skills and knowledge to deliver exceptional service and enhance the customer journey in a large, dynamic organisation like ours. You'll learn how to handle customer enquiries, manage service improvements, and gain valuable hands-on experience right here at the airport.

About you

Your Role at London Luton Airport will include:

• 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

Training & Qualification:

• You will be enrolled in the Level 2 Customer Service Practitioner Apprenticeship, where you'll gain specialist knowledge in customer care, communication, conflict resolution, and service delivery in a regulated environment.

• Duration: 15 months (12 months apprenticeship, 3-month gateway period to prepare for EPA)

The successful apprentice will cover topics such as:

• Knowing your Customers

• Understanding the Organisation

• Meeting Regulations and Legislation

• Systems and Resources

• Your Role and Responsibility

• Customer Experience

• Product and Service Knowledge

Who we're looking for:

• A passion for delivering outstanding customer service and making a positive impact

• Strong communication skills, both written and verbal

• A team player who enjoys collaborating with different departments and people

• Friendly, approachable, and confident engaging with passengers from diverse backgrounds

• A proactive attitude and willingness to go the extra mile to enhance the guest experience.

• Organised, with great attention to detail and an ability to manage multiple tasks

• Eager to learn and willing to represent LLA at guest experience events and forums

• Confident using Microsoft Office and interested in learning customer feedback systems

• Committed to our mission to build a welcoming, inclusive, and customer-focused airport

Qualifications required/desirable Minimum requirements:

• English and Maths at GCSE Grade 4 (C) or above, or Functional Skills Level 2

Desired requirements:

• Previous experience or volunteering in customer service, hospitality, events, or community engagement is a plus

• Confidence using digital tools and social media platforms

Eligibility

To apply, you must be:

• Living in England for the past 3 years and have the right to work in the UK

• 5-year checkable work/education history

• Not currently enrolled on any other courses

• Aged 18 or over

• Living in Luton (LU1-LU4)

Application process

Assessment Centre date: Week commencing 1st September 2025

Final Stage Interview date: Week commencing 8th September 2025

Start date: October 2025

Additional information

Assessment Centre date: Week commencing 1st September 2025

Final Stage Interview date: Week commencing 8th September 2025

Start date: October 2025

How to apply

This is a listing only, please do not apply on this site. Please go to https://www.london-luton.co.uk/guest-experience-apprenticeship to complete your application.

To apply:

Please email your CV and covering letter to early.careers@ltn.aero using reference [Apprenticeship Role Name] in the subject line.

Within your covering letter, please make sure to answer the following questions:

• Do you have the right to work in the UK?

• Do you live within LU1-LU4 (as part of our eligibility criteria)

• Why are you interested in this apprenticeship and what do you hope to gain from it?

• What skills, experiences or personal qualities do you have that make you a good fit for this role?

• What excites you most about starting a career in this field and what do you hope to achieve by the end of this apprenticeship?