At a Glance
- Tasks: Ensure top-notch service quality for guests at London Luton Airport.
- Company: Join the UK's fifth largest airport with a focus on friendly, sustainable travel.
- Benefits: Competitive salary, diverse work environment, and opportunities for growth.
- Other info: Flexible hours and a chance to collaborate with various teams.
- Why this job: Make a real difference in guest experiences while working in a dynamic setting.
- Qualifications: Strong organisational skills and a passion for improving service quality.
The predicted salary is between 36000 - 44000 £ per year.
London Luton Airport (LLA) is a key gateway to the city of London, which is the world’s largest aviation system.
LLA is the United Kingdom’s fifth largest airport, having facilitated 18 million passenger journeys in 2025, and with strong ambitions to continue this growth story.
11 airlines operate from LLA, including key carriers easy Jet, Wizz Air, Jet2 and Ryanair.
LLA’s route network serves over 150 destinations across 42 countries with 24/7 operations.
LLA is an integral part of the local region and a major economic contributor to the UK through direct employment of over 700 people and indirectly supports over 10,000 jobs.
The freehold owner of the airport is the Luton Borough Council (“LBC”) (held in Luton Rising (“LR”), and the current concession to operate and develop the airport is held by London Luton Airport Operating Limited (LLAOL), an entity that is joint owned by AENA, the world’s largest airport operator, and Infrabridge, a specialist global infrastructure investment manager.
Our vision is to be the simplest and friendliest major airport, focused on sustainable growth.
Our mission is to provide our customers with a safe and easy travel experience, while being committed to supporting our communities, caring for our environment, investing in our people, and maximising stakeholder value.
The Guest Experience Team Purpose
To delight our guests by making travel safe, accessible, simple and enjoyable.
Role Summary
The Service Quality Executive will assess and manage the quality of services delivered to guests, identify problems and correct them to improve guest experience and meet targets.
Key responsibilities and accountabilities
- Develop, document, implement and maintain Standard Operating Procedures (SOPs) for key guest touchpoints across the airport journey (Check-in, Gates & Immigration), ensuring processes remain current, effective and compliant.
- Work collaboratively with airlines, ground handling agents, Special Assistance providers and other business partners to establish, review and maintain consistent service standards and efficient operating processes across guest touchpoints.
- Support the effective use of operational systems, including ABD, CUTE and Aviavox, and coordinate check-in resource allocation in accordance with flight schedules, guest demand and operational requirements.
- Conduct regular operational walkarounds, audits and compliance assessments to verify consistent adherence to SOPs, service standards, operational processes and health and safety requirements, ensuring corrective actions are implemented promptly, and ensuring agreed ASQ targets, service measures and operational KPIs are achieved.
- Manage and monitor supplier and business partner performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), driving continuous improvement and ensuring contractual service standards are achieved.
- Evaluate the end-to-end guest journey to identify service gaps, operational challenges and opportunities to improve efficiency, consistency and the overall airport experience.
- Analyse customer feedback, operational data, ASQ results and service performance trends to identify opportunities for improvement and produce actionable recommendations for continuous improvement.
- Support the planning and delivery of guest experience improvement projects, working closely with operational teams to implement process enhancements, technology solutions and service innovations.
- Prepare and present regular service quality reports, performance dashboards and improvement recommendations for management, tracking progress against objectives and informing future service improvements priorities.
- Work closely with Guest Relations and Operational teams on departmental goals and encourage continuous improvement.
- Adhere to Safety and Security policies and procedures.
- Maintain awareness of surroundings and promptly report any hazards or concerns.
- Additional Requirements
- Flexibility to adapt to changing priorities and business needs.
- Preparation to adjust shift times from time to time to monitor guest journey points in peak times.
- Ability to work independently and prioritise tasks effectively.
- Contribute to maintaining a clean, safe environment for our workforce, guests and all other stakeholders by:
- Conducting regular quality walkarounds, monitoring standards, engaging with staff and other stakeholders to optimise operational excellence.
- Conducting regular inspections of airport infrastructure ensuring they are in optimal condition, fit for business and meet quality standards.
- Take ownership of issues within individual or departmental control through to resolution.
- Liaise with other airport departments on escalated issues and communicate updates internally.
Experience and Skills
- Aviation experience preferred.
- Strong organisational skills, and attention to detail including spelling and grammar.
- Proven experience in analytical and problem solving skills.
- A good understanding of Microsoft – Teams, Word, Excel and Power Point.
- Ability to influence and inspire cross-functional teams.
- Knowledge of industry regulations and standards related to airport services.
- Focussed on continuous improvement.
- Experience in Quality Management (e. g. Six Sigma) preferred but not essential.
For any further information, please contact the Human Resources department at askhr@ltn. aero
London Luton Airport Operations Ltd collects your personal information when you submit your application.
For more details about the personal information LLA collects, how we collect it, why we need it, what we do with it, how long we keep it, and what your rights are, please see our privacy notice at www. london-luton. co. uk/privacy-notice .
LLA is committed to fostering, promoting, and preserving a culture of diversity, equality, and inclusion as we carry out our mission.
We will always be respectful and seek to learn from those different from ourselves.
We strive to be an equal opportunity employer, and we are determined to ensure that no applicant or employee has a negative experience for being who they are.
We welcome all applications!
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Service Quality Executive in Luton employer: London Luton Airport Operations Limited
London Luton Airport Operations Limited is an excellent employer, offering a dynamic work environment where finance professionals can thrive. With a strong focus on employee growth and development, the company provides opportunities for skill enhancement and career progression, all while fostering a collaborative and supportive culture. Located at a bustling airport, employees enjoy a unique atmosphere that combines the excitement of travel with the stability of a corporate role, making it a rewarding place to work.
Contact Details:
London Luton Airport Operations Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Quality Executive in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at London Luton Airport Operations Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like London Luton Airport Operations Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Quality Executive in Luton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to London Luton Airport Operations Limited:Your cover letter is your chance to shine! Tell us why you want to work at London Luton Airport Operations Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at London Luton Airport Operations Limited!
How to prepare for a job interview at London Luton Airport Operations Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
