Team Leader, American Express Centurion Lounge

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You’ll do more than the expected. You’ll do the unexpected. 

The Centurion Lounge Team Leader is the coach to a team of highly skilled and motivated Premium Travel & Concierge Agents that provide travel, card, concierge, and lifestyle services to American Express Card Members visiting the American Express Centurion Lounge, located in London Heathrow Airport.


A successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to work together to drive outstanding business results. The Team Leader will monitor customer interactions to ensure extraordinary service, set team and individual performance goals, use performance metrics and reporting to drive performance and business results.  The Team Leader will provide consistent and on-going coaching and feedback to ensure their team is performing at their highest levels.


The Team Leader is an entrepreneur who is an advocate and supporter for both their team and their customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious and they share a passion for growth and knowledge amongst their colleagues.


As a Centurion Lounge Team Leader, you will be responsible for:

  • Creating a cohesive team environment

  • Coaching your team to provide a high-touch, premium experience for all lounge guest

  • Inspiring your team to achieve their goals by providing continuous coaching, training and development; as well as, rewarding and recognizing accomplishments

  • Communicating with your team to ensure that they are well informed about changes that may affect them and their customers

  • Managing your team to ensure adequate servicing coverage is provided 365 days per year, which may include filling in when needed

  • Evaluating team performance and creating development and action plans, on an individual level,  that are owned and driven by each team member

  • Working closely with the food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors

  • Take an active role with promotional in-house events

  • Identifying opportunities to improve operations within the Centurion Lounge, and creating and implementing creative solutions to grow the business

  • Challenging yourself and your team to “raise the bar” by driving continuous improvement


Lounge Hours of operation are from 05:30 to 22:00 Monday to Sunday, including bank holidays.  Hours are subject to change due to business need and some flexibility is required to accommodate Card Member needs.

The job is physically located in the Heathrow Airport.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


A successful candidate will have the following qualifications:

  • Demonstrated experience in a proactive customer service role (premium servicing a plus)

  • Strong background experience in a supervisory role

  • Airline, lounge or travel industry experience required, including reservation experience

  • Demonstrated passion for service with the ability to resolve customer issues and concerns

  • Ability to successfully understand and implement policies, procedures, and programs

  • Strong written, verbal and presentation skills

  • Ability to manage and resolve conflict

  • Ability to drive and measure business results

  • Strong analytical and creative problem solving skills

  • Detail-oriented with strong organizational and prioritization skills who can work well under pressure

  • Ability to work flexible shifts including nights, weekends and holidays are essential

  • Light to moderate lifting may be required for certain job tasks


Why American Express?


What you choose to do for a living is one of the most meaningful decisions you can make.


At American Express, our job is to help you excel at yours.  We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people.


The powerful backing of American Express.

Why American Express?

There’s a difference between having a job and making a difference.


American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.


To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on or 00800 83 000038 (for Russia based candidates 810 800 83 000038).

10 December 2019
Work type:
Full time
Banking and Financial Services
Only direct applications will be considered

American Express

Texas, (United States)

Phone: 1-800-528-4800