Guest Experience Apprenticeship
Role Profile
Join our Guest Experience team as an Apprentice - London Luton Airport Apprenticeship Programme.
Assessment Centre date: Week commencing 1st September 2025
Final Stage Interview date: Week commencing 8th September 2025
Start date: October 2025
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 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.
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
Typical work pattern
- 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
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)
All apprenticeships are subject to passing enhanced background checks in aviation. This job description is intended to give an appreciation of the role and the range of duties and responsibilities to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed on an on-going basis. The apprentice will be required at all times to perform any other reasonable tasks, as requested by the Line Manager, in order to meet the operational needs of the business.
For any further information, please contact the Human Resources department [email protected] London Luton Airport Operations Ltd collects your personal information when you submit your application. For more details about the personal information LLA collects, how we collect it, why we need it, what we do with it, how long we keep it and what your rights are, please see our privacy notice at www.london-luton.co.uk/privacy-notice.
LLA is committed to fostering, promoting and preserving a culture of diversity, equality and inclusion, as we carry out our mission. We will always be respectful and seek to learn from those different from ourselves. We strive to be an equal opportunities employer and we are determined to ensure that no applicant or employee has a negative experience for being who they are. We welcome all applications!
To apply:
Please email your CV and covering letter to [email protected] 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?