In our busy terminals, managing and coordinating the needs of our passengers, staff and security is key to keeping the entire airport moving. It’s the role of the service team leaders to ensure that this happens, and that everyone who passes through a BAA airport does so quickly and easily, while enjoying the experience.

As a service team leader, you will:

• Monitor and maintain a high standard of security, including responding to and investigating any incidents or breaches
• Set up and monitor screening equipment
• Lead and coach all front-end staff in providing a customer service culture that puts passengers first
• Ensure that all passengers can flow through the terminal with minimal delay or disruption
• Manage the performance of staff and encourage their career development
• Maintain excellent working relationships with all other departments

You’ll need to be a great people-person, both in terms of working with passengers from all walks of life, and in managing your team to get the best out of them. You will regularly liaise with stakeholders and other BAA teams, so great communication is a must alongside experience in a people management or customer service based role that will prepare you for a job where no two days are the same.

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