Airport Service Quality Lead

London Luton Airport Operations Limited; Luton; On-site; GBP 36,000 - 46,000; Full time

Job summary

London Luton Airport Operations Limited is seeking a Service Quality Executive to assess and manage the quality of services delivered to guests, identify problems and implement solutions to enhance the guest experience. You will develop SOPs, collaborate with airlines and service providers, and monitor systems and KPIs to drive continuous improvement.

The role requires aviation experience, strong organizational and analytical skills, and the ability to influence cross-functional teams while

Qualifications

• Aviation experience preferred.
• Strong organisational skills with attention to detail.
• Analytical and problem-solving abilities.
• Proficient in Microsoft Office suite.
• Ability to influence cross-functional teams.
• Knowledge of airport industry regulations.
• Focussed on continuous improvement.
• Six Sigma experience preferred but not essential.

Responsibilities

• Develop and maintain SOPs for key guest touchpoints.
• Collaborate with airlines and service providers to maintain standards.
• Support use of operational systems (ABD, CUTE, Aviavox) and allocate resources.
• Conduct regular walkarounds, audits and safety checks.
• Manage supplier performance against SLAs and KPIs.
• Evaluate end-to-end guest journey to identify improvements.
• Analyse feedback and data to recommend improvements.
• Support guest experience improvement projects with ops teams.
• Prepare service quality reports and dashboards for management.
• Work with Guest Relations on departmental goals.
• Adhere to Safety and Security policies.
• Maintain awareness and report hazards.

Skills

Aviation experience

Organizational skills

Analytical skills

MS Office

Influencing cross-functional teams

Regulatory knowledge

Continuous improvement

Six Sigma (preferred)

Tools

Microsoft Teams

Word

Excel

PowerPoint

Job description

London Luton Airport Operations Limited is seeking a Service Quality Executive to assess and manage the quality of services delivered to guests, identify problems and implement solutions to enhance the guest experience. You will develop SOPs, collaborate with airlines and service providers, and monitor systems and KPIs to drive continuous improvement.

The role requires aviation experience, strong organizational and analytical skills, and the ability to influence cross-functional teams while