Customer Service Manager - Hospitality Airport Lounge

Customer Service Manager - Hospitality Airport Lounge

Company: BaxterStorey UK

Location: Hounslow, England, TW6

Country: United Kingdom

Job Description

Title: Customer Service Manager

Location: Heathrow Terminal 5

Salary: £39,499.20 per annum

Benefits:

• 28 Days holiday including bank holidays
• Plus your birthday off
• 3 volunteering days
• 3 days grandparent leave
• 24 weeks enhanced maternity leave
• Secondary carer leave
• Wedding/commitment day leave
• Free meals on shift
• Bespoke training and development opportunities
• Apprenticeships opportunities for all experience levels
• Pension and life insurance
• Discounts available on our Perkbox app; high street shops, holidays & cinema
• Wellbeing hub
• Access to employee assistance programme
• Cycle to work scheme

We believe that every interaction is an opportunity to create a lasting impression. We are looking for a Customer Services Manager who motivates their team to exceed expectations at every turn. This role offers an inclusive environment that encourages growth and celebrates diversity.

We are seeking a proactive and service-focused Assistant Lounge Manager / Customer Services Manager to support the leadership and delivery of premium hospitality within a Business Class Lounge at Heathrow Airport. Representing one of the world’s leading airlines – British Airways, this lounge is a sophisticated space offering a first‑class experience for discerning guests through exceptional food, beverages, and service.

Responsibilities include:

• Lead, inspire, collaborate and support your direct reports to deliver consistently exceptional standards
• Build positive, credible and collaborative relationships & communication methods with clients and other key stakeholders in the business
• Mentor, train, recognise and empower your team
• Create a culture of excellence with your team, continually striving to push the boundaries of brilliance through natural caring service, obsessive food standards and innovation
• Achieve business‑critical KPI’s including Health and Safety, Sustainability, Financial and Governance

Qualifications:

• Experience working within a high‑end, fine dining environment
• Previous experience commensurate with role
• Passion for food and customer service
• Experience managing, training and supporting a team
• Financially astute, adept at creating and maintaining budgets and driving commercial performance
• Excellent delegation and influencing skills
• Ability to prioritise multiple projects in a fast‑paced, multi‑faceted, creative environment and work well under pressure
• Meticulous organisational abilities; high attention to detail
• Concise and effective verbal and written communication
• Adaptability with a solution‑oriented perspective
• Excellent strategic thinking and critical reasoning skills
• Works according to the BaxterStorey core values

We are proud to be an inclusive employer and welcome applications from candidates of all backgrounds. We celebrate individuality and are committed to creating an inclusive environment for all employees. We encourage applications from people of all ages, abilities, gender identities, sexual orientations, races, religions, and socio‑economic backgrounds.

BaxterStorey is committed to encouraging equity, diversity, and inclusion (ED&I) among our workforce and aims for our workforce to be truly representative of all sections of society, and for each employee to feel respected and able to give their best. To support our commitment, we have set an ambition to be recognised for having the most inclusive culture in hospitality.

If you are motivated and hungry to learn, we can work together to develop your potential.

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