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 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.
This role is ideal for someone with strong people leadership skills, operational experience in high‑end hospitality, and a genuine passion for guest excellence. You will work alongside the Lounge General Manager to create an inspiring workplace culture and consistently exceed expectations.
Responsibilities
* 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
* Continually look to develop your team through mentoring, training, recognition and empowerment
* 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 KPIs including Health and Safety, Sustainability, Financial and Governance
Qualifications
* Previous experience commensurate with role
* Have a contagious passion for food and customer service
* You draw satisfaction from managing, training and supporting a team
* Financially astute, you are very analytical and know how to create and maintain budgets and drive commercial performance
* Excellent delegation and influencing skills
* Ability to prioritise multiple projects in a fast‑paced, multi‑faced, creative environment and work well under pressure
* Meticulous organisational abilities; high attention to detail
* Concise and effective verbal and written communication
* Ability to adapt to challenges and opportunities 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 aim 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 to this we have set ourselves an ambition to set the standard and to be recognised for having the most inclusive culture in hospitality.
Interested? Even if you don’t meet all requirements, we’d like to hear from you. If you are motivated and hungry to learn, we can work together to develop your potential.
Join us and bring your unique perspective to our team.
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