Service Quality Executive

Title: Service Quality Executive

Department: Guest Experience

Reports to: Service Excellence Manager

Work patterns: 37 hours per week

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.
• Focused 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.