Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team ensuring smooth aircraft turnarounds and exceptional customer service.
- Company: Join American Airlines, the world's largest airline, and explore endless travel opportunities.
- Benefits: Enjoy flexible hours, travel perks, and a supportive, inclusive work culture.
- Why this job: Grow your skills while making a real impact in customer experience and safety.
- Qualifications: High school diploma required; 4+ years in operational support and customer service preferred.
- Other info: Work nights, weekends, and holidays in a dynamic 24/7 environment.
The predicted salary is between 36000 - 60000 £ per year.
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!
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
- 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 strategise under pressure, especially during IROPs.
- Leadership experience and team monitoring skills.
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?
Customer Operations Team Leader - United Kingdom LHR employer: AMERICAN AIRLINES
Contact Detail:
AMERICAN AIRLINES Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Team Leader - United Kingdom LHR
✨Tip Number 1
Familiarise yourself with the key metrics and responsibilities outlined in the job description. Understanding the specifics of aircraft turnarounds and customer service excellence will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with current or former employees in similar roles at American Airlines. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 3
Highlight any relevant experience in airport operations or customer service during your interactions with the hiring team. Be prepared to discuss specific examples of how you've successfully managed teams or handled operational challenges.
✨Tip Number 4
Demonstrate your leadership skills by preparing to discuss how you've motivated teams in high-pressure situations. This role requires flexibility and problem-solving, so showcasing your ability to adapt will set you apart from other candidates.
We think you need these skills to ace Customer Operations Team Leader - United Kingdom LHR
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and operational support. Emphasise any leadership roles or experience in airport operations, as these are crucial for the Customer Operations Team Leader position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer care and your ability to lead a team effectively. Mention specific examples of how you've successfully managed operations or improved customer satisfaction in previous roles.
Highlight Relevant Skills: Clearly outline your proficiency in Microsoft Office and any experience with reservation systems like Sabre and QIK. Also, showcase your analytical and problem-solving skills, as these are essential for the role.
Showcase Flexibility and Leadership: Demonstrate your ability to work under pressure and adapt to changing situations. Provide examples of how you've led teams during challenging times, especially in high-stress environments like airport operations.
How to prepare for a job interview at AMERICAN AIRLINES
✨Showcase Your Leadership Skills
As a Customer Operations Team Leader, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on your approach to motivating and managing staff during high-pressure situations.
✨Understand the Role's Key Metrics
Familiarise yourself with the key performance indicators mentioned in the job description, such as turn metrics and NPS scores. Be ready to discuss how you would ensure these metrics are met and share any relevant experiences from your previous roles.
✨Demonstrate Problem-Solving Skills
The role requires strong analytical and problem-solving skills. Prepare to discuss specific challenges you've faced in customer service or operational support and how you resolved them, particularly in a fast-paced environment like an airport.
✨Emphasise Your Flexibility
Given the 24/7 nature of the role, it's important to convey your flexibility and willingness to work nights, weekends, and holidays. Share examples of how you've adapted to changing schedules or unexpected situations in your previous jobs.
