Location
Heathrow Terminal 5

Hours
Full Time (hours not specified)

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
Apprenticeship opportunities for all experience levels
Pension and life insurance
Discounts available on Perkbox app including high street shops, holidays & cinema
Wellbeing hub
Access to employee assistance programme
Cycle to work scheme

About the Role
Do you have a passion for leading the way in providing genuine hospitality and impeccable service? Can you motivate a team? Are you friendly, professional and efficient? If so, this role is for you. At BaxterStorey, every interaction is an opportunity to create a lasting impression. We are seeking a Customer Service Manager who inspires their team to exceed expectations at every turn. Representing British Airways, you will support the leadership and delivery of premium hospitality within a Business Class Lounge at Heathrow Airport, a sophisticated space offering a first-class experience through exceptional food, beverages, and service.

You will work alongside the Lounge General Manager to create an inspiring workplace culture and consistently exceed expectations. This role is ideal for someone with strong people leadership skills, operational experience in high-end hospitality, and a genuine passion for guest excellence.

Your key responsibilities include:
- Leading, inspiring, collaborating and supporting your direct reports to deliver consistently exceptional standards
- Building positive, credible and collaborative relationships with clients and key stakeholders
- Developing your team through mentoring, training, recognition, and empowerment
- Creating a culture of excellence focused on caring service, high food standards, and innovation
- Achieving business critical KPIs including Health and Safety, Sustainability, Financial and Governance targets

BaxterStorey is committed to an inclusive environment that encourages growth and celebrates diversity. We invest in your development with ongoing training and guarantee a good work-life balance because we believe people excel when they can take care of themselves.

Join us and be part of the food revolution, creating unforgettable hospitality experiences and building a career you can be proud of.

Experience
Proven experience working within a high-end, fine dining environment
Previous experience commensurate with a managerial role in hospitality
Strong operational and people leadership skills
Financially astute with the ability to create and maintain budgets and drive commercial performance

About you
A contagious passion for food and customer service
Enjoy managing, training and supporting a team
Excellent delegation and influencing skills
Ability to prioritise multiple projects in a fast-paced, multi-faceted environment and work well under pressure
Meticulous organisational abilities with high attention to detail
Concise and effective verbal and written communication skills
Adaptable with a solution-oriented perspective
Excellent strategic thinking and critical reasoning skills
Committed to working according to BaxterStorey core values

Qualifications
Relevant qualifications or experience in hospitality management preferred but not explicitly stated
Motivated and hungry to learn, with a willingness to develop potential even if not meeting all requirements