Looking for an exciting career? Work at an airport!
People who are unfamiliar with an airport environment In 2009, over 2000 people were employed at London
often under-estimate the employment opportunities that City Airport, either by the airport operator or one of the
exist there. Many people think the only jobs at airports many other employers operating onsite. This publication
are those for pilots or cabin crew. This is far from the will profile a number of the roles available with these
truth. You can be sure that there is a career for everyone employers. As the airport grows, over 4000 jobs could
at an airport. be located at London City Airport. Now has never been a
better time to think about a career in the Aviation Industry.
Many different employers operate at an airport,
including the airport operator, airlines, retail, catering, This publication has been developed to inform potential
air traffic control, immigration, handling agents, police, employees of the career opportunities available at an
transport providers and many more. Airport. It should be used as a guide – an information
source which helps you make a decision about your
From entry level positions to senior management, shift future. You may be reading this as you are leaving
work to ‘9–5.30’, positions based in an office or outdoors School or University, or because you would like a change
– an airport is an exciting place where people work of career. Whatever your reason, this publication will
together to ensure a safe and enjoyable travel experience describe a variety of jobs, and the qualifications, skills
for passengers. and experience required to secure these opportunities.
For some roles, there are entry requirements and these
London City Airport is an exciting and growing will be explained further.
business, which provides a unique travel experience
for its passengers. Serving predominantly business All roles at London City Airport require you to hold
travellers, the airport differentiates itself by offering some the right to live and work in the United Kingdom; have
of the fastest processing times in Europe, ensuring the a strong grasp of written and oral English, and the ability
travel experience is efficient and seamless. With 64% to deliver a high level of service to all customers. Every
of passengers travelling on business, expectations for a role is different, where some require specific skills and
high level of customer service must be exceeded. experiences, others do not. For all roles, comprehensive
training is provided once you start and for most roles,
Located in the East End of London, London City Airport additional training is provided so you can continue to
opened its doors in 1987 developed by a construction develop.
company called Mowlem as part of the regeneration
of London Docklands. In its first full year of operation, London City Airport is looking for special people with
over 8000 passengers passed through the Airport. This a positive attitude, who work well in a team and are
number grew to 2.9 million passengers in 2010, with committed to their role. London City Airport is a wonderful
10 airlines serving over 30 destinations across the UK, place to work with opportunities to develop a successful
Europe and USA. career.
Here is a selection of
the career opportunities
Air Traffic Controller 6
that exist at London City
Airfield Operations & Safety Assistant 8
Aviation Security Officer 10
Business Centre Co-ordinator 12
Cabin Crew 14
Car Hire Agent 16
Catering Assistant 17
Cleaning Assistant 18
Company Director 20
Corporate Roles 22
- Community Relations
- Human Resources and Legal
- Information Technology (IT)
- Marketing and Communications
- Media Sales
- Planning and Project Development
Customer Services Agent 24
Passenger Handling Agent 27
Ramp Services Agent 30
Retail Assistant 32
Trainee Aviation Fire Fighter 34
Transport – DLR, Bus Driver
and Licensed Taxi Drivers 36
UK Border Force Officer 38
Air Traffic Controller
Air Traffic Controllers are responsible for
Introducing Nina Hayward,
Air Traffic Controller at
What are the worst parts?
Starting work at 6 o’clock!
What training did you do to get your job?
I spent six months at an ATC college in Bournemouth where
maintaining the safe and orderly movement London City Airport I got my basic aerodrome rating and then spent six months
validating my rating on the job, here at London City.
of aircraft along major air routes and around
airports. They give pilots instructions and Tell me about a typical day at work for you? If I wish to transfer to another unit, I will then have to carry out
advice as to height, speed and course. Every day is different, so it makes it hard to describe a a period of on the job training again at that specific unit, or if I
“typical” day. There are many different factors that could have wanted to do Radar Controlling I would need to return to the
Controllers have a number of aircraft under college and acquire my radar rating.
an impact on how the shift unfolds, including the weather,
their control at any one time. With more the number of planes wanting to use the airport, the airport
than 6,000 aircraft in UK airspace every facilities (i.e. serviceability of check in system/baggage belt), What hours do you work?
day. Ensuring that aircraft take-off and land the people you are working with and of course Volcanic Ash! We work a variety of shifts at London City due to the nightly
safely is the key responsibility of Air Traffic This is what makes the job so exciting. and weekend closure periods here. The earliest shift starts
Controllers. The majority of controllers work at 6am and finishes at 12pm. We change over watch at
Every day the shift is broken into chunks of different tasks,
at control centres as Area Controllers with 2pm. At other ATC units, however, most work a roster of 6
mainly Air Control (where you are in charge of what happens
a relatively small percentage working at anywhere on the maneuvering area and in the air close
days on and 4 days off.
airports. At large airports, controllers may
have a number of different roles. They
to London City Airport), Ground Control (where you issue What kind of person do you need to be to do
aircraft on the ground with airways clearance, latest airport
may be responsible for approach work or information and weather information) and Support (dealing this job?
aerodrome control duties. At London City with the administration tasks, such as stand planning, and You have to be able to work easily in a team. It is important
Airport, controllers are employed by NATS. assisting the person carrying out Air Control). to be able to make decisions quickly, however be flexible if
your idea is not working. When an unusual situation arises
What are the best parts of your job? it is important to remain calm, so you need to be someone
It is a great feeling when the morning has been very busy and who does not get too easily stressed.
as a team we have moved the traffic as safely and efficiently
as possible. No day is ever the same and our office has a What advice would you give to someone
great view, often made even better by an awesome sunrise thinking of a career in ATC?
or sunset. Just go for it and put in an application. Try to find out as much
I am also an “On the Job Training Instructor”, which means as you can about the job, but you will be sent an information
I monitor trainees whilst they do the actual controlling to pack with everything you need. The psychometric tests that
RESPONSIBILITIES EDUCATION AND EXPERIENCE ensure that they make no mistakes and give them advice on you are given at the assessment aren’t something that you
ways to solve problems that arise. It is very rewarding when can practice – basically, you can either do them or not!
- Keep radio and/or radar contact with aircraft. - Minimum requirement is 5 GCSEs (A-C)
a trainee validates and I have helped them get there. I love
- Direct the movement of aircraft at an airport including English and Mathematics.
shift work as it means you can do all the things you need to Describe your job in 3 words?
or en-route. - A degree in the area of physical/mathematical/
when no-one else is doing them! Exciting, Essential and Awesome!
- Instruct aircraft to climb or descend and applied science or engineering is an advantage.
allocate final cruising level.
- Provide information to aircraft about weather OTHER REQUIREMENTS
- The minimum age for applicants is 18 years
- Ensure minimum distances are maintained
and eight months.
- The maximum age for the NATS scheme is
- Handle unexpected events, emergencies
30 years, unless you have recent aviation
and unscheduled traffic.
- Deal with instrument landing systems that
- Ability to complete psychometric tests to a
allow some planes to make automatic landings.
- Ensure planes are placed in holding patterns
- A good standard of fitness, eyesight, colour
when airports are busy.
vision, hearing and clear diction.
PERSONAL QUALITIES SALARY AND JOB PROMOTION
- Ability to work unsocial hours.
A typical starting annual salary is around £20,000. This
- Able to work sitting in a fixed position all the time.
can increase dramatically at senior level/with experience
- Flexibility to work where needed in the UK.
(e.g., after 10-15 years in role) to £50,000 – £75,000.
- Able to deal with an extremely pressured
environment and a highly responsible job.
NATS are committed to providing further training for their Think About!
staff and, once in post, there are good opportunities for
- A high level of concentration and the ability to
technical development at their training centres. They also
Most people enter via the NATS student air traffic control scheme. Entry is very competitive and the
concentrate and think logically over long
have structured systems in place, such as internal and selection process includes several stages of practical tests and interviews. The annual intake by
periods of time. NATS is usually about 120. The number of applications in any given year can exceed 5,000.
external secondments and management training courses.
- Confidence using technology.
- Good spatial awareness. See www.nats.co.uk for further information and how to apply.
RESPONSIBILITIES What are the best things about your job?
- Collect and interpret information from Air Traffic Introducing Joseph Hatch, The team I work with are like a second family to me and
this is important being a small department with such big
Control, Handling Agents and Airlines.
Control of bird and wildlife habitat on the airfield. Airfield Operations and responsibilities. It is a good thing that we can pull together
when we need to or if anyone needs help. The AOSU always
- Maintenance and updating of the Flight Briefing
Unit (FBU) with weather charts, warnings, and Safety Assistant has something to keep you busy with throughout the shift
with the varied roles we represent: The BCU (Bird Control
other information required by air crews.
Unit), Ramp Patrol Unit and Operations Control.
- Maintaining a statistical database for recording Describe a typical day in the Airfield Operations
activity and identifying trends. The role I like best is the BCU shift as I can observe what
- Recording information relating to defective & Safety Unit (AOSU) is going on from an outside view and speak to the Air
equipment or problems on the airfield. Every day can vary significantly. We are a team of 19 staff: Traffic Control Tower on regular occasions. We also have to
- Ensuring that a safe and efficient operation is One Safety Director, one Manager, six Duty Controllers, maintain wildlife control at the aerodrome, including birds.
maintained on the aircraft manoeuvring area. nine Assistants, one Administrator and an Airside Safety Moving the birds from the airfield is rewarding knowing that
- Snow clearance – ensuring all requests for the Coordinator, and we all are responsible for maintaining a crew and passengers are safe for flight movements. We are
removal of snow/ice within the airport grounds safe operational airfield. responsible for a number of sites close to the airport and
are carried out. We start our day at 05:00, we inspect the runway and airfield also monitor bird numbers and movements.
ground lighting where we have to check over 1000 lights
EDUCATION AND EXPERIENCE and make sure that the airfield is a safe working environment ..and what are the downsides..
- 5 GCSE passes including English and for all users. During the winter period we also check the When winter sets in and it snows at the airport! When the
Mathematics at grade C or above. winter equipment, which we use for clearing snow and ice airport is forced to close due to the weather, we have to
- Experience of dealing with people over the telephone. off of the airfield. work quickly as a team to open again with the snow clearing
- Experience of working in a high pressure environment. equipment we have here. The main objective is to get the
- Experience of working in an operational environment My day starts at 05:00 where today I am on Ramp Patrol runway and taxiway open, and work on the aircraft stands
and working shifts is an advantage. which is a shift on foot. Firstly I make sure all bins on-site when needed.
have been emptied over night ready for the operational day
PERSONAL QUALITIES ahead. After this I then have to check the winter equipment What training were you given for the role?
with the Duty Controller. Once completed, I have a collection
- Reliable and punctual. The training was very professional. I learnt a lot, from how
of audits to follow and check across the apron which includes
- Excellent communication skills. to open an airport and maintain it throughout the day, right
everywhere that airside users work. I check all airside users
- Able to think and assess situations quickly and through to closing the airfield at night. It was all in-house
and their general safety procedures such as Ramp services,
act on own initiative. training here at LCY with an experienced Airfield Operations
Airside caterers, Cleaners, Engineers and also pilots and
- Attention to detail. Controller. There is a lot to learn without a doubt, I learned
cabin crew, this includes spot checks for Personal Protective
- Able to work under pressure in a noisy and the basics which took 3 months. I’ve now been in the
Equipment (PPE), driving permits and airside passes.
potentially stressful environment. department just over a year and I am still learning.
- Exhibit a common sense approach to work. In the event of an emergency I will assist the Duty Controller
- Able to work shift including weekends and public and work closely with the emergency services. The Duty What type of person do you need to be?
holidays. Controller will play a role of Airport Silver who is the sole You need to be able to pick up a huge amount of knowledge
person in charge of the airfield getting back to normal quickly, and be self motivated to resolve problems you see
SALARY AND JOB PROMOTION operation as soon as possible. I would take the role of Airport as there is always a lot to do around here. If you can work
A new Operations and Safety Assistant’s starting annual salary Bronze, who take notes on their behalf and also liaises with to tight deadlines, know how to balance your workload, be
is approximately £19,000. For those who work part time, this other parties. able to multi task and work in all weathers then you should
amount is pro-rata. Sometimes extra is earned by working be fine!
overtime. There are opportunities for promotion to other
departments within the airport, or to an Operations & Safety
Controller position, with an annual salary of approximately
and Safety Assistant
The Airfield Operations and Safety Department manages and regulates the airfield, ensuring that it is Think About!
safe. An Airfield Operations and Safety Assistant is employed by London City Airport Limited, the airport
operator, and works both indoors and out. The role is demanding, and requires individuals to think Operations and Safety Assistants work in shifts, outside in all weather – If you don’t like getting up
quickly and make decisions. early or working in the rain, this is not the job for you!
Why do we need Security Officers at the
Introducing William Pihama, airport?
It is important to ensure that the airport environment is safe
Aviation Security Officer at and secure for our passengers and staff. Unfortunately, an
airport can be seen as a target for terrorism and as such,
London City Airport
we must ensure the department is constantly looking out for
anything out of place or suspicious. The department also
Describe a typical shift… makes sure that passengers, staff or visitors do not bring
The early shift starts at 0500 and the first thing to do is switch anything through to airside that they are not allowed.
on all equipment. The team then ‘sweeps’ the airport which What are the most important skills you need as
involves searching all areas looking for anything suspicious a Security Officer?
or out of place. We are then issued with duties and allocated
You need to have great customer service skills, be very fit as
to an area of the airport and ensure everything is in working
shifts can sometimes be long, reliable and most of all, tactful.
order before the passengers arrive. Throughout the day I
Excellent team working skills is also important for the role, as
am responsible for screening passengers and staff passing
well as initiative.
through security, searching bags as well as responding to
any security issues within the airport. How did you get the job?
Aviation Security Officers are responsible for
How important is team work in your role? I live close to the airport and have a good understanding
ensuring passengers and staff are safe when at of security issues, being an ex-soldier, so I went onto the
the Airport. Officers are employed by London City Team work is vital. I usually work with approximately 30 staff
London City Airport website and applied for an advert for
at any one time ensuring the fast and efficient screening of
Airport Limited, the airport operator, and carry out security. I completed an application form via Reed, came for
passengers. Good communication amongst the team is
a variety of tasks, including checking passenger really important to ensure we are all working together and
an interview and was lucky enough to get the position.
boarding passes, baggage screening and body that any problems which arise are dealt with quickly. As male What do you most enjoy about the job?
searching, airport patrols, control of airport access passengers can only be searched by male officers, and Belonging to an organisation, being part of a team and being
points and vehicle and aircraft searching. female passengers by female officers, it is really important responsible for providing safe travel to a wide variety of
that we all work together so that no passenger is left waiting passengers.
for too long.
What do you least enjoy?
What training do you receive? Sometime passengers can get a little upset at being searched
I was given training in aviation security when I first joined which is difficult, and delayed flights are also tough!
the airport and receive training when procedures change or
RESPONSIBILITIES PERSONAL QUALITIES processes are updated to ensure my knowledge is current.
- Provide excellent customer service. - Able to work shifts including weekends
- Passenger screening – search departing and public holidays.
passengers and their hand luggage. - Smart appearance, no visible tattoos.
- Controlling airport access points. - Team player.
- Monitoring of Closed Circuit Television (CCTV). - Strong interpersonal skills.
- Issue security passes. - Able to work under pressure and unsupervised.
- Patrolling restricted and public areas. - Confident in dealing with difficult customers.
- Screening unattended or suspicious items. - Tactful.
- Assisting with terminal evacuations. - Able to act on own initiative.
- Enthusiastic and friendly manner.
MEDICAL REQUIREMENTS - Exhibit a professional approach.
- Reliable and punctual.
- Physically fit with good sight (normal colour
vision) and hearing.
SALARY AND JOB PROMOTION
EDUCATION AND EXPERIENCE A new Aviation Security Officer’s starting annual salary is
approximately £19,000. For those who work part time, this
- Good general education, GCSE (or equivalent)
amount is pro-rata. Sometimes extra is earned by working
in English and Mathematics is desirable.
overtime. If you excel, there may be opportunities for
- Full, clean driving licence, held for minimum
promotion to a Team Leader position, with an annual salary
of six months.
- Previous security experience is not necessary
as training is provided.
- Customer service experience is desirable.
You need to be confident in dealing with difficult people, not all passengers are polite!
London City Airport Limited, the airport operator, employs several people to work in its Business
Centre. The Business Centre is based at City Aviation House and provides conference and
meeting facilities. These rooms are used by airport staff, airlines and other companies based
on-site to hold meetings and training sessions. The rooms vary in size, holding between 2
and 140 people, depending on the function. Business Centre Co-ordinators are employed to
ensure the Centre runs smoothly.
- General reception duties
- Take phone calls As the ‘face of the airport’ you are required to
- Take room bookings always look your best. Personal grooming is
- Organise and prepare rooms
- Organise catering
- Frank outgoing post
EDUCATION AND EXPERIENCE
- Must have a very good standard of verbal
And what about the worst?
and written English Introducing Jan Mackay, I enjoy all aspects of my job; however, I suppose the worst
part is the early mornings.
- Experience in customer service would be
Confident in using a computer booking system
Business Centre Team What kind of person do you need to be to do
Leader your job?
You need to be enthusiastic and self-motivated, with excellent
communication and interpersonal skills. You also need to be
- Able to get on with a team of people Tell me about a typical day at work for you? organised and able to multi-task, as the Business Centre
- Must work on own initiative
I work 8.5 hours a day 5 days a week and have two different can often get very busy.
- Smart and friendly appearance
shift patterns which alternate on a daily basis, the two shift
- Good timekeeping
patterns are either 0730-1600 (the early shift) or 1000-1830 Can you do any training in your job?
(the late shift). I am the Team Leader at the Business Centre, There are lots of training opportunities at London City Airport.
SALARY AND JOB PROMOTION so am in charge of the day to day running of the department. I have attended many training courses during my time here,
Salaries range from £16,000 for a trainee role, through First thing in the morning, the meeting rooms are opened the most relevant ones to my current role include; Effective
to £18,000 for a fully trained co-ordinator. It takes up and prepared for the meetings booked in that day. Each Written Communication, Computer Skills and First Aid
approximately six months for a trainee to complete room is checked between each meeting and reset, ready Training, however there are many more training courses
their programme. There are opportunities to progress for the next. available to Business Centre staff.
both within this team and also within other areas of the
Throughout the day I take bookings for rooms and order
catering as required. I am based at reception during the Describe your job in 3 words
course of the day, so I advise my colleagues when their Dynamic, challenging and enjoyable.
guests arrive for their meetings. I also frank outbound mail
and deal with any inbound post and deliveries that come Do you have any advice for someone thinking
into the building. of going into this career?
What are the best bits about your job? Any previous customer focused or reception based
experience will be useful, however a professional working
Each day can be different depending on what meetings approach and a can-do attitude will be helpful in obtaining a
are booked in, so I enjoy the variety each day brings. I also career within the Business Centre at London City Airport.
enjoy interacting with visitors and clients as the role is very
departure. I check in for my duty and spend 10 minutes
briefing my fellow crew on the day ahead, we also discuss
Introducing Nikki Day, a safety and emergency, first aid and security questions. We
then clear security like all of our passengers, and proceed to
Cabin Crew based at London City Airport are Cabin Crew member for the aircraft where all of the aircraft emergency equipment is
checked and the cabin is completely searched for security
EDUCATION AND EXPERIENCE
employed by an airline and mainly work on short
haul flights. The only exception is the British Entry requirements vary among airlines, but the majority
British Airways CityFlyer purposes. We check all the catering has been correctly
loaded and enough meals are available for the passengers.
seek the following: Once everything is complete, we board our passengers and
Airways service to New York.
- Minimum of between 3 and 5 A-C GCSE’s Why did you decide to apply for Cabin Crew? complete a safety brief, checking the cabin is secure for take
Whichever aircraft or service you are working on, off and once airborne, start the service for the passengers,
including English. I decided to apply for the position as cabin crew, as when
passenger safety always comes first; your job is flying as a passenger, just after I finished school, I really
and make sure the flight crew are comfortable.
- A foreign language is an advantage.
performed while thousands of feet in the sky and - Valid First Aid Certificate is desirable. enjoyed the service and I love meeting new people from Once we arrive at our destination, we usually have 30 to
customers are your main priority – with no day - Must have a valid passport. different places. I saw an advert in the in-flight magazine for 45 minutes to turn the aircraft around for our next flight, this
ever being the same. the position of cabin crew and I realised it would be a nice involves the cleaners coming onto the aircraft. Once all
way to meet people from all over the world, see some of the the ground staff are off of the aircraft we complete another
Airlines you could work with at London City Airport PERSON SPECIFICATION security search of the cabin. Then we welcome our next set
new places, and to be paid for the experience.
include British Airways CityFlyer, CityJet, Lufthansa - Usually, aged 19 years or above. of passengers.
and Swiss. - Usually height and weight restrictions, minimum
of 5ft 2in (1.58m) in height with weight in
So what is the job really like? Some days you will be asked to complete a standby duty.
The job is very hard work, long and unsociable hours, and This is used for when a crewmember is needed at short
proportion to height.
you have to keep on smiling even though you may be hungry notice and if you are at home you have 90 minutes to make
RESPONSIBILITIES - Required to pass a medical examination and
your way to the airport.
be physically fit. or tired. You have to be flexible, as working as cabin crew
- To ensure the comfort and safety of passengers. covers many different roles; fire fighter, nurse, social worker,
- Well presented, no visible tattoos or piercings
- Pre-flight briefings.
and willing to conform to strict uniform standards. carer, chef, security guard and bartender. What sort of training did you do?
- Security/equipment checks on aircraft. My training lasted for approximately four weeks, which
- Check the aircraft is cleaned to high standard. It can be very rewarding when passengers thank you for your
hard work, and when you finish up for the day somewhere involved learning everything about the aircraft that we fly and
- Welcoming passengers onboard. PERSONAL QUALITIES how to operate the emergency equipment onboard. We also
- Emergency demonstrations. sunny, or take in the sights of somewhere new, you realise
- Friendly and caring personality. completed a very comprehensive first aid course, customer
- Provision of in-flight bar and meal service. life is not so bad.
- Confident in responding to pressured situations. service course and a basic food hygiene certificate.
- Respond to incidents that may occur onboard. - Prepared to work unsociable hours. The role does not suit everybody, if you want your weekends
- Attend regular training programmes and pass and evenings off, then it’s not for you. It does develop into a We visited a fire station to complete hands on fire training,
relevant examinations. SALARY AND JOB PROMOTION way of life; so you either love it or hate it. and visited a swimming pool to ensure we had a thorough
knowledge of wet drills. There was an exam involved with
Starting salaries for crew vary from airline to airline: most Are there any disadvantages to your job? every aspect of the course and with a very high pass mark for
new starters, with little or no cabin crew experience every exam, you had to work hard to ensure you completed
Sometimes you may have plans when you finish work, and
start on £16,000 per year. There are opportunities for the course.
you end up delayed, but that comes with the job.
promotion into senior crew positions, Cabin Manager
and Cabin Crew Trainer. The course was be no means easy, and once you where
What sort of people make good cabin crew? finished for the day, you had lots of homework and studying
Lots of different personalities make good cabin crew. You to complete. But it is worth it in the end once the course is
need to be hardworking, flexible, be able to stay calm in completed and you can commence your new role.
stressful situations, you must be able to work as part of
Think About! a team, and be able to keep smiling. Previous customer Is there anything I should think about before
Competition is fierce. Build up your skills
service experience would be a bonus as well as first aid and applying for a role as Cabin Crew?
by gaining full time work experience and life Obviously the role is not for everyone, but there are a few
points to consider, You have to be a good timekeeper; if
skills before applying. Experience in high What was the job interview like? you are late you will be delaying your flight. You must also
level customer service would help your job My job interview involved a series of team exercises and ensure that any commitments in your home life are covered,
application. Contact individual airlines that you games, followed by a one to one interview. as some days will be finishing later than expected.
are interested in working for either by writing
to them or looking at their websites. The best
Can you tell me what a typical day is like?
A typical day for me is for example, to wake up at 4am to arrive
time to apply is around October. at work for 6am. We always report for duty an hour before
The Next Step
Enrol yourself on a first aid course. Visit the
airline’s individual websites to check on their
entry requirements and if they are recruiting.
Car Hire Agent Catering Assistant
All airports will have car hire companies on-site, London City Airport has There are many catering jobs to be found
several; Avis, Europcar and Hertz, for use by passengers and the local at airports. Passengers and staff all
community alike. These companies employ Customer Service Agents to need to eat! At London City Airport, SSP
serve passengers who wish to hire a car. UK manages the restaurants and bars
along with all catering requests within the
City Net Catering supplies the airlines
with in-flight catering for their passengers.
They employ people in production
(preparing the food and working in the
kitchen) and loading (delivering the food to
the aircraft). There are also opportunities
with other catering companies onsite such
as Pret-a-Manger and Caffé Nero.
- Preparing and/or serving food and drinks.
- Providing customer service in most job
- Using the cash register to serve
customers in some job roles.
- Cleaning tables and setting them up for
the next customer.
EDUCATION AND EXPERIENCE
- A good standard of English is needed for
jobs serving customers.
RESPONSIBILITIES EDUCATION AND EXPERIENCE - A good standard of both English and
- Provide the highest level of customer service. - Some (but not all) companies may require a Mathematics is needed for loading jobs
- Complete all rentals using the internal computer minimum number of GCSEs. with City Net Catering in order to complete
system. - Work experience in a customer facing the required paperwork.
- Handle telephone enquiries. environment is beneficial. - A Basic Food Hygiene Certificate is
- Complete all rentals, re-rents, reservations and needed for all jobs that involve working
quotations in accordance with procedures and SALARY AND PROMOTION with food. If you have this already it is a big
Starting salaries vary between companies but you could
- Undertake daily administrative tasks.
start on about £15,000. There are opportunities for
internal promotion to supervisor or management positions, PERSONAL QUALITIES Think About!
PERSONAL QUALITIES with salaries ranging from £18,000 to £40,000. - Punctuality and reliability.
- Excellent organisational and time management Ever thought of undertaking training to be a Barista?
- Ability to communicate with customers if
skills. serving food. There is lots of money to be made in making a good
- Good communication skills, both written and oral. Think About! - Able to work shifts. cup of coffee. Many colleges offer full or part time
- Ability to work well as a team. - Ability to get on with the rest of your team. catering courses.
- An enthusiastic, flexible and positive attitude Many car hire bookings are taken by
towards selling. telephone; a positive and polite telephone SALARY AND JOB PROMOTION The more work experience/training you have, the
- Minimum age requirement is 23 for insurance manner is appreciated by the caller. Salaries in the catering industry can vary
better – and remember your work experience doesn’t
purposes. necessarily have to be paid. Employers also view
Visit the websites of reputable car hire depending on the job role. A new starter working
companies for employment vacancies. Gain as a waiter/waitress can earn around £7.85 per voluntary work as valuable.
hour, plus tips. There are opportunities to progress
some customer service experience and to a supervisor (in larger companies) or manager,
For further information about vacancies with SSP UK,
keep a watch for vacancies in newspapers. earning a much higher salary. please refer to their website at www.ssp-careers.com
Keeping an airport spic and span
is a very important task. There are
two contract cleaning companies
who carry out different cleaning
roles at London City Airport. Carlisle
Cleaning employ staff to keep the
airport terminal and offices clean
and tidy and they currently employ
38 cleaners. Derichebourg is
responsible for cleaning the inside
of the aircraft in the time between
a flight landing at the airport and it
taking off again.
- To keep the airport terminal or the
planes clean to a high standard.
- To use a two-way radio to respond to
- To report any broken/unserviceable
EDUCATION AND EXPERIENCE
- No specific qualifications are required.
- Experience is not necessary as in-
house training is provided.
- Keen and willing to work.
Punctual and reliable.
Why not send your Curriculum Vitae (CV) to one of the site managers at London City Airport? When
SALARY AND PROMOTION sending a CV, always address it to the appropriate named individual. Never address it to ‘The
Salaries start at approximately £7.00 per Manager’. A simple telephone call will often allow you to find the appropriate person’s name.
hour. There is always the possibility of being
promoted to supervisor or site manager. Vacancies are advertised through local newspapers and through direct contact with the site manager.
Strong leadership from experienced and talented never stop learning. They must keep up to date
people is important to the success of any with industry changes and manage a changing
company. An airport is no exception. At London workforce. The ten Directors at London City Airport
City Airport, the team of ten Directors, led by a are:
Chief Executive has a combined experience of • Chief Operating Officer
over 300 years. This level of experience arises • Chief Finance Officer
when individuals are enthusiastic and dedicated to • Chief Commercial Officer
their career, and choose to work hard and seize all • Director of Terminal Services
opportunities. • Director of Safety and Airfield Operations
• Director of Sales
Each of the Directors at London City Airport is • Director of Operations, Policy and Planning
responsible for an area of the business, and • Director of Ramp Services
the employees who work in these departments. • Director of IT
Becoming a Director indicates the individual has • Director of Marketing
got to the top of their field of expertise and has
a wealth of experience behind them, but they and they report to the Chief Executive.
Department. One year later I took on the role of General
Introducing Sharon Manager of Security. After two years I became Head of
Operations and Security, the role slightly changed to Head
Preston, Director of Airfield Ops which incorporated the airport Fire Service
instead of Security. From there I went to my current role
of Director of Safety & Airfield Operations where I gained
of Safety & Airfield additional responsibilities such as Emergency Planning,
Aviation Fuel, Airside Safety Management and insurance
It sounds like a very varied job! What do you
What does a typical day at work involve for you?
I carry out a variety of tasks during an average day. Phone
like about your job?
calls dealing with issues ranging from the implementation of a All of it!
new staff uniform, to dealing with legislative matters. Writing
and responding to emails, monitoring all aspects of Airport What are the downsides?
Fire Service, Airfield Operations and Safety Team and the My biggest frustration is the amount of time I spend chasing
Airfield, taking into account current policies and procedures, people for things; if I didn’t have to do this I would gain
considering whether change is required. I am also involved considerable time during the course of a week.
in Emergency and Contingency Planning, looking at how
we move forward in developing our contingency plans, What type of person do you need to be to do
how we co-ordinate and interact with all other agencies. I your job?
deal with aspects of the operation that affect our customers Flexible, have the ability to multi-task, hardworking, dedicated
i.e. airlines, ensuring that the services provided airside are and not forgetting the must have…a sense of humour!
efficient and safe. There is too much to mention!
What advice would you give to somebody who
How did you get your job?
It was through hard work, patience and continued learning!
is ambitious and would like to one day become
I began life at London City Airport as a part-time Terminal a Director?
Control Centre Assistant for five years (now called a If you are prepared to work hard, work long hours, go beyond
Customer Services Agent). I was promoted to full time, what is expected of you, work outside of your job description
followed by a Customer Service Supervisor for two years. and show commitment there should be no reason why you
Further promotion and a change of role to Airfield Operations could not achieve your goal.
Officer for two years followed (there was only one of me; I
dealt with ramp safety, scheduling and slots, new operators, Describe your job in three words
safeguarding etc). I was promoted to Operations Manager Hard work, varied and great!
and had the task of setting up the airport’s Airfield Operations
absence issues. They also act as an advice ‘centre’ for
Commercial staff to discuss any issues they may have to do with their role
such as pay, sickness absence or personal home matters.
The Commercial Team looks after all commercial outlets at
the airport including the retail and refreshment outlets. Their
role is to ensure the smooth running of each concession
onsite and deal with any problems that may arise during the Information Technology (IT)
day to day running of the airport. It is also the responsibility The IT Team provides technical support for the whole of the
The Corporate Team at London City airport site including support of company software packages
of the Commercial Team to ensure communication between
Airport is responsible for maintaining the airport operator and other companies is constant and including Microsoft Word, Excel, PowerPoint, Access &
and developing the business and effective. Outlook and support of Operating Systems. The Team
includes the following functions: oversees the set-up of new hardware such as RAM, Hard
----------------------------------------------------------- Disks, Printers, Modems, Scanners and new PC’s, and is
- Commercial Community Relations responsible for training users on such systems. Currently at
London City Airport, the IT contract is outsourced to SCC.
- Community Relations The development of a community relations strategy, engaging
- Environment in open dialogue with neighbours, and the delivery of
Human Resources and Legal
community programmes are essential for ensuring the airport
maintains a positive relationship with its neighbours. A role in Marketing and
Information Technology (IT)
Marketing and Communications
this area requires individuals with an understanding of the local
area, as well as high levels of creativity, strong written skills Communications
and confidence to network and address large audiences. The Marketing and Communications Team is responsible
- Media Sales High levels of enthusiasm and the genuine desire to work with for the creation and delivery of activities aimed to increase
- Planning and Project Development local people of all ages and backgrounds is essential. potential passengers’ awareness of the services that London
City Airport delivers. The objective is to increase the number of
Within these departments, there are entry passengers using the airport. The Team is also responsible for
level roles, designed for school leavers Environment creating and delivering corporate literature/print, advertising,
database management, corporate hospitality, and general
through to roles for highly experienced The Environment Team deals with all aspects of safeguarding, communications. Within The Team, there are staff that
professionals, who are likely to have gone noise monitoring and aircraft certification for the airport and manage media relations. This role involves creating positive
into further education and gained years ensures compliance with environmental regulations. It also news stories connected to the airport and liaising with the
of work experience before obtaining their deals with any communication received from the public press to communicate these messages. The role also involves
regarding environmental issues which could include noise, air hosting visitors at the airport, co-ordinating photography to
job. Below is a general overview of the
quality or flight paths and monitors the environmental impact support press releases and ensuring that press releases are
experience and personal qualities that will of the airport’s operations. made available through a number of media, i.e. company
help you succeed in a role in the Corporate website. Strong oral and written communication skills are
Team. essential, as is an understanding of the media industry.
The Finance Team looks after all of the financial activities at
the airport, ensuring all outgoings are paid on time and all Media Sales
incoming funds are received. The Finance Team is responsible The Media Sales Team oversees all media advertising at the
for setting budgets for each department and ensuring all airport, maintaining relationships with direct clients and other
money spent within the business is done so correctly and media agencies. The Team looks after the update of onsite
logged properly. The Team is also responsible for setting up billboards, digital media screens and light boxes, as well as
weekly BACS payment runs, preparation of financial reports website advertising, for various companies. They also help
as required by Finance Management and taking part in stock with organising promotions within terminal such as freebie
PERSONAL QUALITIES or asset physical checks. giveaways and leaflet handouts promoting a particular service
- Excellent communication skills, both written ----------------------------------------------------------- or product.
and oral. -----------------------------------------------------------
- Ability to meet tight deadlines and multi-task. Human Resources and Legal
- Flexible, adaptable team player with The legal department exists to provide legal and commercial Planning and Project
- Proactive & able to work under own initiative.
advice, drafting and negotiating documentation where
applicable. The department primarily deals with employment, Development
- Confident & comfortable with networking. commercial and property matters. The Legal Team sits In order to grow, an airport must have a Long Term Strategy
- Ability to plan & prioritise projects. alongside the Human Resources Team, providing advice on - this involves planning the future of the airport. This function
- Good working knowledge of Microsoft a range of employment law matters including: disciplinary considers the potential social, economic and environmental
Word, Excel, PowerPoint matters, grievances, discrimination, TUPE, maternity and impacts that an Airport may have on surrounding areas. This
redundancy, as well as advising management of any Airport strategy provides direction to the Project Development
changes in legislation or practices and provide training where Team who are responsible for the physical development on
appropriate. site and managing the relationship with contractors who
It is the role of the Human Resources Team to oversee staff are employed to build new developments. These roles are
Think About! issues and implement staff procedures. The Team monitors specialised and require applicants to have undertaken further
education to degree standard, coupled with many years of
the departmental administration staff in relation to HR
All Corporate roles involve working with a computer and dealing with colleagues and customers by issues, maintains personnel files and oversees employment relevant industry experience.
email. You should have knowledge of working with Microsoft Outlook, Word, Excel and PowerPoint. procedures such as recruitment, grievance hearings and
Any work experience (paid or unpaid)
The Customer Services Centre is the focal point
that involves dealing with members
in any airport terminal. The key function of the
of the public will help you secure a
Customer Services Agent (employed by London
role in the Customer Services Team.
City Airport Limited, the airport operator), is to
A foreign language is also a big plus!
respond to a vast range of enquiries for information
from both internal and external customers of
the airport. Agents must be well presented and
prepared to answer questions in a professional
manner. They must have a passion for working with
people and delivering a high standard of service.
Customer Services Agents report to the Terminal
RESPONSIBILITIES PERSONAL QUALITIES
- Provide flight, ground transportation and tourist - Able to work shifts including weekends and What are the best and worst parts of your job
information to passengers. public holidays. Introducing Clara role?
- Making public address announcements. - Experience of working in a high level customer
- Dealing with lost and found property. service environment. Alexander, Customer The best parts of my job are meeting new people at the
desk every day and helping in every way I can. I also enjoy
- Co-ordination of ground transport. - Experience of dealing with people over the
- Emergency training. telephone. Services Agent at London working as a team with my colleagues. Fortunately there are
no worst parts of my job!
- Assistance for passengers with reduced - Excellent interpersonal skills.
mobility. - Reliable and punctual. City Airport What training did you undertake to become a
- Patrols of the site to monitor service standards, - Bright, enthusiastic and friendly personality. Customer Service Agent?
including reporting of any defects. - Able to act on own initiative and make What is your typical day? Most of the training is done on the job through shadowing a
- Undertaking cash, cheque and credit card reasoned decisions. We arrive at 05:15 on an early shift, open up the information member of the team to see how things are done, although
transactions. - Able to work under pressure as part of a team. desk and log on to all of the computers. We then read the a basic health and safety course is completed within your
- Operating the main Airport switchboard. ‘hand-over’ sheet from the previous shift which notes any first week including Ramp Safety, Fire Safety and General
SALARY AND JOB PROMOTION problems or information that we may need to know about. I Security Awareness. There are also plenty of training courses
EDUCATION AND EXPERIENCE make sure the float is put in the till, tube maps are printed to to go on to develop your skills including numeracy, literacy
A new Customer Services Agent’s (at London hand out to passengers and the leaflet stand is fully stocked. and IT.
- 5 GCSE’s (or equivalent) grades A-C City Airport) starting annual salary is approximately Throughout the shift I may have to validate car park passes,
including Mathematics and English Language. £19,000. There are opportunities for promotion to other unpack and sort post for the whole airport, answer telephone What kind of problems may you deal with?
- Further qualifications or experience in Customer departments within the airport, or to a Team Leader calls and most importantly, help with any passenger queries Helping passengers find hotels, journey planning, expired or
Service would be an advantage. position. The annual salary for a Terminal Team Leader or questions. lost passports, locating lost or late passengers, lost property
- IT literate. is £21,000. There is also occasionally an opportunity and lots of others!
- Knowledge of a European foreign language is for overtime.
What hours do you work?
an advantage. Early shifts can be from 05:15 in the morning until 14:00 Describe your job role in three words
whilst late shifts can be from 13:00 until 22:00. As I work Demanding, challenging, rewarding.
part-time I currently work 07:00 until 12:00.
Engineer Passenger Handling
Maintaining the facilities at an airport is crucial
to its continued operation. The jobs vary from
‘handymen/women’ to helpdesk staff,
technicians, shift leaders and managers
and create the Engineering Team
at the airport.
- Meet inbound flights and brief crew members of
RESPONSIBILITIES - Ensure passengers board the correct aircraft
- To service all aspects of the airport’s buildings safely and stairs are positioned correctly.
and equipment when required. - Check-in Agents check passenger identification,
- To work through a list of jobs given to you A Passenger Handling Agent usually does allocate seats, weigh and label baggage and
each day. not work for a particular airline; they look after ask specific security questions.
- To report anything that could not be fixed. passengers flying with a variety of airlines. - Produce relevant reports.
At London City Airport, Passenger Handling
EDUCATION AND EXPERIENCE Agents undertake a variety of roles including EDUCATION AND EXPERIENCE
- You must be 18 years or over to be an engineer dispatch, check-in and aircraft boarding, - Educated to GCSE level or equivalent in English
- To be an engineer an Apprenticeship, and Mathematics and preferably a foreign
working for the airport’s handling agents,
City & Guilds or ONC is required. European language.
Aria Logistics, Cobalt Ground Solutions - Specialised qualifications in travel and tourism
PERSONAL QUALITIES and CityJet. The role is busy and requires are useful.
- Committed to completing a course to become someone with energy, patience and an interest - IT literate.
an engineer. in delivering outstanding customer service. - General customer service experience is favourable.
- Flexibility, you may be required to work shifts. PERSONAL QUALITIES
- Highly Motivated.
SALARY AND JOB PROMOTION Think About! -
Able to work shifts including weekends.
Salary depends on the job role but trained engineers
can expect to start on approximately £26,000. There are Timing is everything. When a plane needs - Good listener.
always opportunities for job promotion when vacancies to go, a plane will go! - Calm when dealing with deadlines.
arise. You may be able to apply for an apprenticeship. Learn to speak a foreign language and gain
SALARY AND PROMOTION
valuable work experience – paid or unpaid
Salaries vary between passenger Handling Agent
companies, but as a general starting you could expect to
Visit www.arialogistics.eu, receive £8.80 per hour. There are usually opportunities
Think About! www.cobaltgs.com/careers or
for part time employment, (pro-rata) and with relevant
experience and proven ability it is possible to move into a
Contact your local colleges to find out about engineering courses. You may have to take a part-time www.cityjet.com for vacancies and Supervisor’s role. Following this, Supervisors may become
job to pay for the course but the benefits can be well worth it in the long run. more information on how to apply. Site Managers.
Many people believe working as a pilot is a ‘dream job’. However, often people have an unrealistic
perception about what it is really like. In reality, the job commands a great deal of personal commitment
and self-sacrifice. Airline pilots are required to undertake comprehensive training, which is expensive
and takes time.
At London City Airport, pilots work in pairs: a captain with a first officer, who is usually a less experienced
pilot training to be a Captain.
- The safe and efficient operation of the aircraft.
- Acquire information about the route, weather, passengers and aircraft.
- Flight planning: the route; flying height; how much fuel to take.
- Fly aircraft safely to its destination.
- Land and park aircraft.
- Update Air Traffic Control on flight progress.
- Keep a flight log and write reports.
- Brief cabin crew before flight and liaise with them throughout flight.
- Carry out checks on the navigation and operating systems.
- Interpret complex data.
- Communicate with passengers.
- React promptly and appropriately to environmental changes and emergencies.
EDUCATION AND EXPERIENCE
- Minimum of five GCSEs Grade A-C in English, Mathematics and Science.
- Minimum of two A Levels, preferably in Mathematics and Physics.
- Higher education qualifications in Scientific or Aeronautical Engineering are an
- Pre-entry experience in aviation is an advantage
i.e. Membership of Air Training Corps (ATC).
MEDICAL AND AGE REQUIREMENTS
Getting a place to train as a pilot will be
- No more than 49 years at time of application for training.
- For airline sponsored training, aged between 18 and 26 years. extremely competitive. You therefore need
- Between 1.57m and 1.91m in height, with weight in proportion to height. to show you have a keen interest in aviation.
- Physically fit – required to pass a stringent medical. This could mean joining the Air Training Corps
- Normal vision – corrective lenses are allowed to some degree. or getting work experience in the aviation
- Able to work shifts and be on call.
- Good hearing and good eyesight are essential, as are good reflexes and good The Next Step
physical coordination. Training is expensive with fees ranging from £60,000
- Strong communication skills. to £100,000. In addition to a medical, applicants will
- Level-headedness, calmness and the ability to think and respond appropriately need to take an aptitude test before they begin.
in difficult situations. There are three main options for training to become a
- Self-confidence and a clear speaking voice. pilot.
- Good co-ordination and physical fitness. 1. Apply to an airline which offers sponsored
- Team player. training.
- Hold a valid passport allowing unrestricted world-wide travel. 2. Enrol on a course that is approved by the
- A strong sense of responsibility. CAA (Civil Aviation Authority).
3. Enrol with the Armed Forces.
SALARY AND JOB PROMOTION
Salaries vary according to the airline and the size and type of aeroplane. A starting annual For further information about courses, start by visiting
salary for a First Officer is approximately £32,000. A starting annual salary for a Senior First the websites of the individual airlines or contact the
Officer is approximately £38,000 and a starting annual salary for a Captain is approximately CAA (www.caa.co.uk) to identify the approved flying
£60,000. An experienced Captain can earn in excess of £100,000 per year. schools.
Ramp Services Agent
Ramp Services Agents have the most
- Maintain highest levels of health and safety
physically demanding job at the airport. Their standards and customer service standards in the
main responsibilities are aircraft marshalling, workplace.
have introduced our own Training and Compliance Officers the co-ordination of aircraft loading and - Aircraft marshalling.
Introducing Bob Collins, (TACO). The TACOs have developed a Maintenance of
Competency package which allows us to continually assess
baggage handling, application of ground power - Placement of aircraft chocks in front of and
behind nose wheel.
and aircraft start-ups. Agents must be in good
Ramp Services Duty our core skills, and increase our professional standards.
health with normal colour vision. They are
- Aircraft ground power – ensure the correct
voltage power supply to the aircraft from both
What patterns of shift work are you expected to
Officer at London City do?
outside in all weathers and this role requires
great attention to health and safety. At London -
fixed and mobile ground power units.
Baggage handling and sorting.
Airport They are all mixed. The average working week is 40 hours
and I can work at any time between 0530 and 2200 to cover
City Airport they are employed by London City
Airport Limited, the airport operator, at larger
Snow clearance and de-icing of aircraft when
these hours. airports they are usually employed by a Ground
What does a Ramp Services Agent do?
In short, Ramp Services Agents conduct the turn around What safety requirements are in place to allow Handling Company. MEDICAL REQUIREMENTS
operation of the aircraft. From the moment the aircraft is - Physically fit with good sight (normal colour
you to do your job safely? vision) and hearing.
marshalled on to the Parking Stand until it taxies away again
we are responsible for it. The Agents have to master a number All staff receive training to enable us to conduct ourselves
of different disciplines which include; aircraft marshalling, in a safe manner airside. We are issued with a variety of EDUCATION AND EXPERIENCE
movement and operation of ground support equipment, protective clothing which includes safety boots, hi-visibility
- Good general education with competence in
aircraft loading procedures and aircraft starts. All this has to clothing and practical uniforms. We have a structured team
English and Mathematics.
be conducted in a safe, logical and timely manner to prevent organisation with a Team Leader who will ensure their staff
- Hold a full, clean driving licence, held for
any delays. The work can be physical as you have to handle are conducting their duties in an appropriate manner
minimum of six months.
heavy equipment, cargo and baggage. You have to use - Experience of working shifts is an advantage.
your initiative and prioritise in order to judge effectively where
What do you enjoy most about being a Ramp
there is a need and work together to complete a job. Services Agent? PERSONAL QUALITIES
I like the variety of the role and no two days are the same. I - Able to work shifts including weekends and
How did you hear about your job? always feel as if I have achieved something with my working public holidays.
I saw it advertised on the Reed website (www.reed.co.uk). day, even if it has been particularly challenging. There are - Reliable and punctual.
I visited Reed and within a week I went back to sit a short always new situations and problems that need solving. I - Good perception skills and able to pay close
test, then I had an interview. I have worked here for two and enjoy working as part of a team and you can forge strong attention to detail.
a half years now. friendships working here. We operate in a unique and - Able to work as part of a team.
dynamic environment at the sharp end of the aviation - Able to work under pressure.
What would you say are the qualities you need industry.
to do your job well? SALARY AND JOB PROMOTION
Do you have any stressful moments you have
We ask a lot from our Ramp Agents because they work on A Ramp Services Agent’s starting annual salary is
the ‘coal face’ of the operation. The ability to be an effective to deal with? approximately £19,000. For those who work part-time,
team player is crucial. A healthy dose of common sense Any job can have moments that are stressful. We turn this amount is pro-rata. Sometimes extra is earned by
combined and adaptability all help. Perhaps the most crucial an aircraft around within 30 minutes including loading and working overtime. There are opportunities for promotion
quality is a positive attitude. We need people who are self off-loading up to 100 passengers, their luggage and any to a Team Leader or Duty Officer position. The annual
motivated and want to work hard. Get that right and the cargo. One team will handle 3-4 aircraft at once during our salary for these positions ranges.
working day is easier for all team members. busy period and you can see how the role gets interesting.
The Team Leader has to prioritise their work load, allocate
Did you receive any training to become a Ramp resources and apply procedures in a safe and timely
Services Agent? manner.
Yes. I spent two weeks in the classroom focusing on How long does it take to turn an aircraft
the theoretical aspects of the role e.g. Manual Handling The weather! As a member of the Ramp
Training, Dangerous Goods Training and Ramp Safety. There around? Services Team you work outside in all
was a further period where I was attached to an On-Site Thirty minutes maximum. The aerodrome is laid out in an weathers, it may not suit you to work outside
Demonstrator (OSD) where I learnt the operational elements unusual fashion because it is located in the Royal Docks. when it’s really hot or really cold!
of the job e.g. handling ground support equipment, aircraft This means we do not have the luxury of space, so it is one
marshalling and operating / driving the various equipment aircraft out, one aircraft in. If anything is running late it has it
This role keeps you fit and saves you paying for
types. We are currently refining our training regime and can have a major impact on operations. a gym membership!
Many career opportunities in the retail sector exist at an airport. At London City Airport, this can range
from working in a ‘duty free’ shop to WH Smith, Gassan Diamonds and Travelex, a foreign exchange
bureau based in the terminal building. In larger airports, retail opportunities are far broader. Individuals
with a dynamic personality, desire to interact with people and an eye for merchandising will do well in this
RESPONSIBILITIES PERSONAL QUALITIES
- To provide excellent standards of customer - Ability to work in a team of people.
service to customers. - Able to give excellent customer service and
- Using the cash register to serve customers. remain calm when faced with a difficult customer.
- To merchandise the shelves by putting stock - Be good at timekeeping. The shop will rely on
out and moving stock around. you to be on time each day.
- Able to work shifts including weekends and
EDUCATION AND EXPERIENCE public holidays.
- Academic requirements vary. Some
companies require 5 GCSE grades C or SALARY AND JOB PROMOTION
above. Some ask for competence in English You can expect to earn annually between £11,000 and
and Mathematics. £15,000 as a retail assistant. There are opportunities to
- Any customer service experience is a big progress to a deputy store manager and store manager if
advantage. you have done well in your assistant job.
Customer service experience is essential – this could be paid or voluntary work experience.
Be pro-active: It is always worth taking your CV to a store and asking to speak to the store manager.
Look in local Job Centres or newspapers for job advertisements.
For further information about retail vacancies at the airport, please contact the individual retail
companies listed on page 40 of this publication.
Trainee Aviation Fire Think About!
If you are uncomfortable at being trapped in small spaces, this is not the job for you.
Fire Fighters must maintain a good level of fitness throughout their careers.
The fire fighting service provided at an airport is a statutory
requirement, which operates within Civil Aviation Authority legislation.
Fire Fighters employed by London City Airport Limited, the airport
operator, are specifically trained to deal with potential aircraft
emergencies. After completing a number of courses as a trainee
Fire Fighter, individuals move on to be a qualified Fire Fighter.
RESPONSIBILITIES PERSONAL QUALITIES
- To respond to any emergency involving - Able to think and assess situations quickly
aircraft or property. and act on own initiative.
- To assist in fire prevention duties within airport - Able to accept reasonable command without
premises including - testing of fire alarm question.
systems, sprinkler systems, hand fire appliances - Can be relied upon to complete tasks to a
and hose reels. high standard and on time.
- Inspection, testing and maintenance of rescue - Good communication and social skills.
and fire fighting equipment.
- To attend training courses as required to MEDICAL, AGE AND HEIGHT
obtain the necessary qualifications and REQUIREMENTS
proficiency as an Airport Fire Fighter.
- Deliver airport staff fire training. - Aged 21 – 54 years.
- To provide assistance to disabled passengers - Minimum height 5’6” (1.67 m).
getting on or off aircraft. - Good all round health and mobility:
- To assist in the clearing of runway, taxiways • Good unaided vision
and apron. • Normal colour vision
- Disposal of material confiscated by UK Border • Normal hearing
Agency. • Not subject to vertigo / claustrophobia
- Collection and disposal of fuels. • No history of epilepsy
EDUCATION AND EXPERIENCE TRAINING
- Good general education, including GCSE (or When starting at London City Airport, a Trainee Fire Fighter
equivalent) in English and Mathematics. will be seconded to one of the three watches. Individuals
- Full, clean driving licence, held for minimum of must have/pass a heavy goods vehicle licence as he/she
six months. may be expected to drive fire appliances. Individuals must
- Experience of working in a team environment. have/pass as a coxswain in order to take charge of the
rescue boat. Individuals must also pass an LGV class 2
driving test within nine months of starting date.
Transport Providers –
Bus Driver, Docklands Light Railway (DLR)
and Licensed Taxi Drivers
Transport providers are a key link in the airport’s operation, ensuring that access to
the airport is flexible and continuous for our passengers.
DLR Passenger Services Agent
As Passenger Service Agents are not generally required to drive the trains
on the DLR, they are free to move around within the vehicle, overseeing
safety, checking tickets, giving travel advice and assisting any passengers
requiring help, such as mobility impaired users or parents with small children.
They are also able to issue penalty fares on the spot to passengers not in
Licensed Taxi Drivers possession of a valid ticket.
Each day, hundreds of licensed taxi drivers come to RESPONSIBILITIES
London City Airport to pick-up and drop-off passengers. To - Close the doors using the central control system.
become a licensed taxi driver in London you must gain ‘The - Drive the train when necessary and use the two way radio to do so.
Knowledge’. This may take up to 24 months to learn all the - Keep safe all passengers on board.
roads in Central London. Drivers need to either purchase or - Check tickets.
rent their own cab, costing approximately £30,000 to buy a
cab, and £150–£250 per week to rent one.
EDUCATION AND EXPERIENCE
- No set qualifications are required.
- Any experience of working with the public would Bus Drivers PERSONAL QUALITIES
- Organised; keep to a timetable.
Competent drivers are key to the success of any bus - Reliable.
service. Employers are looking for people with good - Able to keep calm when dealing with aggressive
PERSONAL QUALITIES passengers.
customer awareness skills who enjoy serving the public
- Must be 21 years or over to hold a licence.
and like driving. All drivers must take a Passenger Carrying
- Ability to learn the topography of London and SALARY AND BENEFITS
Vehicle (PCV) test.
committed to the time taken to achieve this. Must
be 18 years to sit your ‘knowledge’ test. Bus companies offer competitive rates of pay, generous
- Enjoy chatting to different people. RESPONSIBILITIES holiday entitlement, overtime opportunities, free travel
- Safely transport passengers from one area to on London’s buses and London Underground (and for a
SALARY AND PROMOTION another. nominee after a qualifying period) , a free uniform, excellent
- Take money from passengers and issue tickets. pension schemes, on site canteen facilities and the
How much you earn depends on you as there are no set
- Keep to a strict timetable. opportunity to obtain a BTEC qualification. Prospective
hours: you can work as little or as much as you want. A
drivers also receive full pay throughout their training and
driver working 40 hours a week on average earns £20,000
comprehensive instruction to obtain a PCV licence and in
plus tips. There are professional training courses available if EDUCATION AND EXPERIENCE dealing with customers.
you are interested in further study. - Must have a full UK/EU driving licence (max. three
Remember that you will have to study hard to learn the many roads in London but the reward is that The Next Step
you choose the hours you want to work. Look at Transport for London’s website: www.tfl.gov.uk for more information and job
For further information, contact http://www.tfl.gov.uk/businessandpartners/taxisandprivatehire/1402.aspx vacancies.
UK Border Force Officer What Next?
(UK Border Agency) If you would like a career in aviation or want to work in an
airport environment, and more specifically at London City
Airport, there are a number of routes you can take to seek
UK Border Force Officers protect and maintain the borders of the United Kingdom from the point of employment.
entry and exit into and out of the country. This includes passport and visa checks in the Immigration
All jobs with the airport operator – London City Airport Ltd, are
area through to observing and questioning passengers in the EU and Nothing to Declare Customs
managed by a dedicated Account Manager at Reed Specialist.
Channels along with collecting Duty on Goods to Declare. The UK Border Agency was formed
This includes some of the employment opportunities profiled
in August 2008 after a merger with departments of HM Revenue and Customs and Immigration
in this publication and many more – remember, the list of job
roles you have just read about is not exhaustive, an airport is
like a small town and there are jobs to suit all interests.
RESPONSIBILITIES PERSONAL QUALITIES For more information on job vacancies with London
- Managing immigration in the interests of the - Ability to analyse information and make City Airport Limited, and for details on how to apply,
UK’s security, economic growth and social decisions. please contact:
stability. - Ability to work accurately, pay close attention to
The range of work is huge and includes: detail and notice inconsistencies. Reed Specialist
- Considering applications from people who want - Ability to work independently and as part of a 22 Harbour Exchange Square, London E14 9GE
to come to the UK to work or study; team. www.reed.co.uk Phone: 020 7517 3594
- Determining asylum applications; - Good listening and questioning skills.
- Facilitating the arrival of passengers to the UK; - Ability to present information in a clear and Alternatively, please visit www.londoncityairport.com/careers
- Deciding applications for citizenship. logical way. where you can view current vacancies.
- To stop the illegal import or export of controlled - Tactful and polite.
drugs, drug money, firearms and any indecent - Honesty and fairness in applying rules. For all other jobs mentioned in this publication, please visit
material. - Numerate, able to interpret accounts and make www.londoncityairport.com/careers where a link to all external
- To be aware of nervous, suspicious behaviour calculations. company vacancies can be found. It is also advised to visit the
that may indicate a person is trying to import an - Ability to keep calm when dealing with company’s website, read local and national press, or contact
illegal substance. aggressive passengers.
- To fill in relevant paperwork.
your local Job Centre. Your careers advisor at school/college
- To patrol the airport. SALARY AND PROMOTION is a useful starting point. A list of companies on-site at London
- To arrest persons who are in possession of
Salaries at the administrative level are between £15,000
City Airport at the time of producing this booklet (March 2011)
illegal substances and to interview them.
and £19,000 a year. Officers at junior management level is available on page 40.
earn £18,500 to £26,000 a year. Those in more senior
EDUCATION AND EXPERIENCE jobs can earn from £25,000 to more than £40,000 a
- There are no formal educational requirements year. London City Airport’s Work Experience Scheme runs
for many of UKBA roles but qualifications may
be required for specific roles depending on the
UK Border Agency has around 25,000 staff based all
over the country. There are frequent opportunities at all
London City Airport Work 48 weeks a year. The one week long placements give
an insight into how London City Airport works through
skills and experience required.
Candidates will be required to complete a
From junior manager positions, it is possible to move into Experience Scheme work with departments including Customer Services,
Airfield Operations and our Corporate Team.
competency-based application form and must more senior positions and ultimately to become a senior
undergo a written test to ensure they have a civil servant. There are also opportunities to move into
Found a career you are interested in The Work Experience Scheme is open only to residents
reasonable standard of literacy and numeracy. specialist areas. within the Airport? of the London Boroughs of Newham, Bexley, Barking
- You will also need to be able to pass a selection & Dagenham, Greenwich and Tower Hamlets and
London City Airport is a great place to work, with
process and complete initial training. preference will be given to those students that show a
- For those without the above qualifications hundreds of different jobs and roles. If you are aged 16
to 18 years old, studying a transport or travel industry real interest in the travel industry.
it is possible to join at lower levels administrative
grades and progress through internal promotion. course and you would like to learn more about an Students must also be able to provide photographic
airport career our Work Experience Scheme could be identification (Passport, provisional/full driving license)
for you. in order to commence their placement.
Think About! Should you meet all of the requirements above and would like to find out more
Officers may be expected to move to other parts of the country. All vacancies are advertised in Jobcentre about the Work Experience programme, please refer to the Airport’s website at
Plus and on the UKBA website at http://www.ukba.homeoffice.gov.uk/aboutus/workingforus/careers http://www.londoncityairport.com/AboutUs/WorkExperience where you will
find contact details and an online application.
at London City Airport
AA LOVEGROVE............................................ BUILDING CONTRACTOR
AVIS............................................................... CAR RENTAL
BA CITYFLYER................................................ AIRLINE
BA MAINLINE................................................. AIRLINE
CAFFE NERO................................................. FOOD & BEVERAGE
CARLISLE CLEANING..................................... CLEANING
CITYNET CATERING....................................... FOOD & BEVERAGE
COBALT GROUND SOLUTIONS..................... PASSENGER HANDLING AGENT
EDF ENERGY................................................. ENERGY SUPPLIER
ESP................................................................ IT SERVICES
EUROPCAR................................................... CAR RENTAL
EXECAIR........................................................ CARGO AGENT
G4S JUSTICE SERVICES............................... SECURITY
GASSAN DIAMONDS..................................... RETAIL
GROUP 4 SECURICOR.................................. SECURITY
HERTZ........................................................... CAR RENTAL
INFLIGHT CLEANING SERVICES..................... CLEANING
METEOR........................................................ TRANSPORT SERVICES
METROPOLITAN POLICE................................ CONTROL AUTHORITY
NATS............................................................. AIR TRAFFIC CONTROL
PJ AUGUST DECORATING............................. DECORATOR
PRET A MANGER........................................... FOOD & BEVERAGE
QUAY VENNARDS.......................................... TRANSPORT SERVICES
RELIANCE AVIATION....................................... SECURITY
SCC TECHNOLOGY SOLUTIONS.................. IT SERVICES
SELECT AVIATION.......................................... AIRCRAFT REFUELLING
SERCO HOME AFFAIRS................................. SECURITY
SSP UK......................................................... FOOD & BEVERAGE
SWISS INTERNATIONAL AIRLINE.................... AIRLINE
TRAVELEX WORLDWIDE................................ RETAIL
UK BORDER AGENCY.................................... CONTROL AUTHORITY
VLM AIRLINES................................................ AIRLINE
WH SMITH..................................................... RETAIL
• Take a pro-active approach. Some of the most successful
people gain employment by writing a letter, accompanied with
their Curriculum Vitae, to companies of their choice, or they visit
them in person. If you don’t ask, you won’t get! However, be
aware, some companies do not accept ‘speculative CV’s’ and
many will only accept job application forms to allow them to
consider all applicants against the same criteria.
• When applying for a job, be sure to read the job description and
the person specification thoroughly. While the job description
explains the tasks of the role, the person specification describes
the type of person the employee is looking for to do the role.
When writing your CV, covering letter and/or application form,
be sure to convince your potential employer that you have the
skills, experiences and personal qualities that are required to do
• When completing a job application form, be sure to prepare a draft
copy first and ask someone who is experienced in completing
forms to check it over. A spelling mistake, untidy handwriting or
writing too much or not enough can damage your chances of
securing an interview.
• Never lie on a CV or application form, and always check that
your references are happy to be your referee!
• Gain lots of paid or unpaid work experience. Competition for
employment is high, providing examples of solid work experience
will help you secure the position you want. Employers want
people who can demonstrate their ability to multi-task.
• It is difficult to walk into your dream job first up. Your first role is
likely to be an entry level role, or a role that is not perfect for you.
But it is all good experience.
• Prepare for your job interview. Research the company and
practise answering questions you think you may be asked.
• Dress appropriately for the interview, be polite and answer all
questions in full, giving as many examples as you can.
• Be confident! The interview is your chance to sell yourself to the
interviewers and to find out more about the company and the
• Never underestimate the power of the receptionist. After you
have left the building a receptionist is often quizzed by the
interviewer on your behaviour before and after the interview.
• Do not be despondent if you do not get the first role you apply
for. Try again.
A career or employment opportunity will not fall into
• You are entitled to feedback following an interview. Use this
your lap, you need to work hard, make informed
feedback to learn something for your next interview.
decisions and create opportunities for yourself.
This document is available on our website,