Customer Operations Team Leader - United Kingdom LHR

American Airlines; London; On-site; GBP 32,000 - 48,000; Full time

Job summary

Join American Airlines as a Ground Security Coordinator, where you'll lead a dedicated team responsible for the aircraft turn and customer service excellence at the airport. With a focus on security metrics and team performance, this is a critical role ensuring smooth operations for our passengers and staff. You'll bring your customer care and analytical skills to manage operations 24/7 while nurturing an inclusive environment.

Qualifications

• 4+ years of Operational Support and Customer Service experience.
• Experience in airport operations and reservation systems preferred.
• Leading front line teams, analyzing situations under pressure.

Responsibilities

• Lead a team of agents in customer care areas.
• Ensure aircraft security and compliance during turns.
• Responsible for operational metrics and reporting.

Skills

Customer Care Skills

Analytical Skills

Problem Solving Skills

Interpersonal Skills

Organizational Skills

Flexibility

Team Leadership

Education

High School Diploma

Tools

Sabre

QIK

Microsoft Office

Job description

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise, and become the best version of yourself. Embark on a new journey, tackle challenges with flexibility and grace, learn new skills, and advance your career while having fun. Enrich both your personal and professional life by hopping on board!

Why you'll love this job

• This role is part of the Customer Care organization within the Customer Experience Division. You will be responsible for aircraft turnarounds with customer-facing airport agents and act as the GSC on each flight. The focus will be on delivering key metrics for dependability, security, and customer service excellence. You will oversee assigned flights and other business areas, including security, check-in, baggage service, and flight connections, on a shift-by-shift basis.

What You'll Do

As outlined, this list reflects the current job, but additional essential and non-essential functions may be assigned. Management may modify the job or require other tasks to be performed, observing all legal and collective bargaining obligations.

• Lead a team of agents across all customer care areas.
• Act as the nominated GSC (Ground Security Coordinator).
• Ensure the security and turnaround of each aircraft, focusing on above and below wing activities in line with American Airlines IDC functions.
• Manage on-the-day turn metrics, including door opening, boarding start, and end times.
• Utilize a comprehensive IDC checklist at gates to ensure success and on-time performance.
• Ensure security measures are in place at each gate and in compliance with AOSP standards.
• Partner with APHCC to prepare vendors and business partners for aircraft turnaround activities.
• Handle the handover of the cabin on each turn.
• Deliver crew briefings, emphasizing AYR metrics.
• Coordinate with the APHCC Turn Coordinator regarding crew arrival, fueling, and other operational details.
• Coordinate with ramp teams to ensure aircraft compliance during arrival and departure.
• Conduct drill exercises and report discrepancies to security.
• Maintain overall compliance at the gate and during the turn.
• Ensure timely delivery of lavatory, water, and fuel slips to the captain.
• Review and escalate security issues pre- and post-flight through APHCC Turn Coordinators.
• Perform daily drills and report discrepancies.
• Ensure PPBM adherence as per CAA/TSA regulations.
• Verify catering and IFE items before boarding.
• Manage security paperwork and flight sign-offs, including bag pulls.
• Take responsibility for turn performance, including delay reviews and reporting.
• Drive NPS scores, provide feedback, and document targeted conversations with agents.
• Promote kiosk utilization and ensure lobby flow setup with proper signage.
• Ensure aircraft arrival readiness according to IDC checklist.
• Handle pre-flight security issues and post-cleaning cabin security searches.
• Escalate issues to ASMs as needed.
• Travel on company business when necessary.
• Work nights, weekends, holidays, and extended hours as required, given the 24/7 operation.

  All you'll need for success

  Minimum Qualifications - Education & Prior Job Experience

  • High School diploma or equivalent.
  • 4+ years of operational support and customer service experience.

  Preferred Qualifications - Education & Prior Job Experience

  • Experience in airport operations and reservation systems, including Sabre and QIK.

  Skills, Licenses & Certifications

  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • Strong customer care, analytical, and problem-solving skills.
  • Excellent interpersonal and organizational skills.
  • Flexibility and ability to analyze and strategize under pressure, especially during IROPs.
  • Leadership experience and team monitoring skills.

  Feel free to be yourself at American

  At American Airlines, inclusion and diversity are foundational. Our Employee Business Resource Groups support our team members and communities, fostering an inclusive environment where everyone can reach their full potential.

  Are you ready to take pride in helping keep the world’s largest airline running smoothly and caring for people on life’s journey? Feel free to be yourself at American.