Service Standards Lead

Permanent Full-Time role.
Location: London Luton Airport
Hours: Monday to Friday 09.00-17.00
Pay: £45,000 Annual Pay

Are you looking for a new and exciting role? Join our team at London Luton as a Service Standard Lead, playing a crucial role as Service Standards Lead at London Luton Airport, you'll be at the heart of creating memorable journeys for our passengers. Your mission is to lead by example, inspiring your team to deliver world-class service every day, while ensuring smooth operations in a fast-paced 24/7 environment. You'll champion a culture where colleagues feel supported, valued and empowered to go the extra mile.

From engaging directly with customers and airline partners to coaching your team and driving improvements, this role is all about making every interaction count and ensuring the passenger experience is second to none. You will also play a key role in delivering the cultural change strategy across the site, embedding behaviours that enhance both colleague engagement and customer satisfaction

About the Role:

As a Service Standard Lead, you will be responsible for:

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

Why Join Us?

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

What we are looking for:

Essential

• IT skills to include Microsoft Outlook, Word & Excel.
• Demonstrate the ability to think and act quickly in emergencies or when under pressure.
• Have an ability to deliver succinct and clear verbal and written reports where necessary.
• Maintain a high standard of personal presentation
• Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance in order to ensure team effectiveness and availability.
• Able to demonstrate an ability to work as part of a team.
• 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.
• Previous supervisory experience

Desirable

• Aviation experience
• Management experience in a unionised environment

Interested? Apply now and let your career take off! 

Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability 
Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.   
Internal Applicants
At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenges

Please note that successful internal applicants will be appointed on the terms and conditions applicable for this role and as detailed above, current terms and conditions will not apply.