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

Proactively sell Heathrow Express tickets, upgrades, and partner products at various locations (podiums, TVMs, onboard), consistently meeting weekly/monthly team sales targets
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
Work flexibly across all Heathrow terminals and Paddington Station, including onboard trains, adapting your location based on real-time passenger demand
Operate handheld sales devices, perform basic maintenance on sales equipment, and adhere strictly to cash handling, safety, and reporting procedures
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:

Proven experience in face-to-face sales, with a track record of converting enquiries into sales, confidently handling objections, and successfully upselling/cross-selling
A natural ability to build rapport quickly with diverse passengers, deliver empathetic service, and make sound judgments for on-the-spot service recovery
Comfortable with 10-hour shifts, standing for long periods, and periods of lone working
You are reliable, punctual, and able to adapt quickly to changing operational demands and locations
Excellent spoken English is essential for clear and concise interactions; additional languages are a significant advantage
While often working autonomously, you understand the importance of collaborating with your team and leadership to achieve shared objectives
Meticulous with cash handling, safety protocols, and maintaining a clean, functional work environment

Nice to have

Previous experience in airport, rail, hospitality, or high-volume sales environments
Knowledge of London transport, tourist attractions, and the wider UK rail network
Multilingual capabilities

About The Company

Heathrow Express is London’s premium non-stop rail service, connecting the UK’s busiest airport with central London. We pride ourselves on speed, reliability, and delivering a world-class experience to millions of passengers annually. Joining us means becoming a vital part of a team that values customer satisfaction and commercial success. You’ll represent a premium brand, enjoy significant autonomy in your role, and contribute directly to our growth, with team commission reflecting both your sales drive and service excellence.

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