Service Quality Executive

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 easy

Jet, 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.

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.

• 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…