Service Quality Executive

Job description & person specification

Title: Service Quality Executive

Department: Guest Experience

Reports to: Service Excellence Manager

Work patterns: 37 hours per week

Company overview

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 easyJet, 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 PowerPoint.
  • 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.

If you are passionate about driving excellence in guest experience and thrive in a dynamic environment, we invite you to apply and contribute to the success of our airport operations.

This job description is intended to give an appreciation of the role and the range of duties and responsibilities to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed on an ongoing basis. The post holder will be required at all times to perform any other reasonable tasks, as requested by the Line Manager, in order to meet the operational needs of the business.

For any further information, please contact the Human Resources department at [email protected]. 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!

LLA is well connected by public transport, with a range of travel discounts and support services available to staff. For more information visit: London Luton Airport Staff Travel Information 

To apply:

If you wish to apply for this role, please send your CV that summarises your knowledge, skills, and experience within the context of the Service Quality Executive job description to [email protected], using the reference SQE1908 in the subject line. In the body of the email, please make sure to include the following: 

  • Current and expected salary 
  • Notice period/availability to start
  • Right to work in the UK / sponsorship requirements