Service Standards Lead

Overview

Lead service standards, coach staff, and ensure superior passenger experience at Luton Airport.

Key Responsibilities

• people management
• stakeholder communication
• health & safety
• culture change
• team leadership
• performance monitoring

Tasks

-Take ownership of people management, including rostering, attendance, and welfare, to ensure colleagues are supported and operations run seamlessly. -Maintain open and effective communication with Airlines, stakeholders and colleagues to ensure collaboration and consistency in service delivery. -Champion health, safety and compliance, making sure all colleagues and customers are kept safe while service standards remain consistently high. -Deliver the cultural change strategy at site level, ensuring that values, behaviours and service-focused initiatives are embedded into daily operations. -Lead and inspire your team, providing coaching, mentoring and clear development pathways to encourage growth, motivation and accountability. -Create an engaging colleague culture, recognising achievements, driving behavioural change, and promoting high standards of professionalism. -Act as the visible face of service excellence proactively engaging with passengers, colleagues and stakeholders across the airport to build trust and confidence. -Take swift action to resolve service challenges and lead recovery with transparency and professionalism, working closely with Airlines and partners. -Respond quickly and effectively to customer feedback and complaints, ensuring every passenger feels listened to and valued. -Monitor performance through KPIs and service data, using insights to celebrate success and identify opportunities for continuous improvement. -Deliver outstanding passenger experiences by ensuring service levels not only meet but exceed expectations, creating a positive and lasting impression of the airport.

Requirements

• aviation
• management
• supervisory
• microsoft office
• teamwork
• report writing

What You Bring

-Able to deal calmly and confidently with all demands from the public. -An understanding of the principles of equality and diversity in relation to visitors' needs. -Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance in order to ensure team effectiveness and availability. -Maintain a high standard of personal presentation -Aviation experience -Management experience in a unionised environment -Previous supervisory experience -Demonstrate the ability to think and act quickly in emergencies or when under pressure. -IT skills to include Microsoft Outlook, Word & Excel. -Able to demonstrate an ability to work as part of a team. -Have an ability to deliver succinct and clear verbal and written reports where necessary.

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Benefits

-Discounts on hundreds of retail sites -Access to an Online GP for you and your dependents. -Financial support -Health and Wellbeing – Life assurance scheme, access to mental health support specialists -Annual leave entitlement of 5.6 weeks. -Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme. -Cycle to Work scheme -Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.

About Wilson James

-Founded over three decades ago, the company began with a mission to elevate standards across security and logistics. -It has grown into a multi-service provider, blending security, construction logistics, aviation support, and tech services. -Typical projects range from managing airport assistance and front-of-house security to coordinating materials flow on major construction sites. -While operating its own construction consolidation centres.

Sector Specialisms