Customer Service Manager - Hospitality Airport Lounge

Customer Service Manager – Hospitality Airport Lounge

Employment type: Full-time, Permanent

Location: Heathrow Terminal 5

Salary: £39,499.20 per annum

• 28 Days holiday including bank holidays
• Birthday off
• 24 weeks enhanced maternity leave
• Secondary carer leave
• Wedding/commitment day leave
• Free meals on shift
• Bespoke training and development opportunities
• Apprenticeship opportunities for all experience levels
• Pension and life insurance
• Discounts via Perkbox app (high street shops, holidays & cinema)
• Employee assistance programme
• Cycle to work scheme

• Lead, inspire and support direct reports to deliver consistently exceptional standards.
• Build positive, credible, collaborative relationships and communication methods with clients and key stakeholders.
• Continually develop the team through mentoring, training, recognition, and empowerment.
• Create a culture of excellence, pushing the boundaries of brilliance through caring service, high food standards and innovation.
• Achieve business critical KPIs including Health and Safety, Sustainability, Financial, and Governance.

• Previous experience in a high‑end, fine dining environment.
• Experience commensurate with the role.
• Passion for food and customer service.
• Ability to manage, train and support a team.
• Financially astute, analytical, able to create and maintain budgets and drive 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.
• Ability to adapt to challenges and opportunities with a solution‑oriented perspective.
• Excellent strategic thinking and critical reasoning skills.
• Works according to Baxter Storey core values.

Baxter Storey is proud to be an inclusive employer and welcomes 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.

Baxter Storey is committed to encouraging equity, diversity, and inclusion (ED&I) among its workforce and aims for a truly representative workforce. To support this commitment we have set an ambition to be recognised for having the most inclusive culture in hospitality.