Job Description

Overview

The Airport Duty Manager will oversee and manage the daily ground operations of the company at Heathrow Airport, ensuring seamless coordination across all operational areas is in accordance with company standards and regulatory requirements. The Airport Duty Manager will plan, organise, and co-ordinate the activities and resources necessary for the safe, efficient and economic movement of passengers and ensure efficient smooth ground operations. Act as the primary point of contact for operational escalations, emergencies, and other critical issues, ensuring rapid and effective resolutions. Collaborate closely with ground handling agents, airport authorities, and airline staff to optimize operational efficiency and service quality. Ensure strict compliance with safety protocols, operational procedures, and regulatory mandates always; monitor and maintain high levels of customer service, addressing any issues or concerns from passengers to ensure a positive travel experience.

Duties

Operational Management & Oversight:

Plan the optimum utilisation of staff and co-ordinate other activities to ensure the least possible disruption to services Oversee and monitor the day-to-day operational activities of the airline at Heathrow Airport, ensuring seamless performance across flight schedules, baggage handling, passenger check-in, boarding, and ground services. Co-ordinates the transportation of passengers, the movement, handling and storage of freight in transit, and reviews space utilisation, staffing and distribution expenditure to determine future distribution policies Ensures that regulations regarding hours of work, the operational safety and efficiency of staff, the insurance of company vehicles and other statutory regulations are complied with Ensure on-time performance (OTP) of flights by coordinating with ground handling teams, maintenance, air traffic control, and third-party service providers. Manage disruptions, such as delays, cancellations, or emergencies, by implementing recovery plans to minimize impact on passengers and operations. Act as the primary contact for operational issues, ensuring swift escalation and resolution of problems. Ensure compliance with safety, security, and regulatory procedures always. Monitor and address any irregularities in passenger boarding processes, ensuring timely and efficient turnaround of flights.

Customer Service Management & Excellence:

Oversee passenger service teams, ensuring high-quality service at all customer touchpoints including check-in, boarding, and baggage handling. Handle passenger complaints and escalations, providing effective solutions to maintain customer satisfaction. Ensure VIP, First Class, Business Class, and premium passengers receive personalized attention and special assistance via established protocols. Communicate with passengers during disruptions in operations, delivering timely and accurate information to manage expectations. Maintain a focus on prompt and accurate service delivery, ensuring consistency in customer service excellence.

Compliance, Safety & Security:

Ensure that all operations inclusive of safety & security are compliant with UK Civil Aviation Authority (CAA) regulations, company's policies, and local airport procedures. Conduct regular safety audits and risk assessments, inspections to identify potential hazards or operational inefficiencies and ensure all safety protocols are strictly followed. Act as the point of contact for airport authorities, government officials, andemergency services during operations. Respond to emergency situations, including flight disruptions, medical emergencies, and security incidents, and take the lead in implementing emergency procedures when necessary. Ensure compliance with customer service standards and regulatory requirements. Ensure compliance with airport safety regulations and aviation authority guidelines

Communication, Reporting & Documentation:

Maintain open communication with senior management, providing regular updates on operational performance. Prepare and submit daily operational reports, including on-time performance, passenger feedback, safety incidents, and other key operational metrics. Collaborate with other Duty Managers, Ground Operations, and the Station Manager to improve operational efficiency. Ensure that accurate records are kept of all incidents, delays, and operational irregularities, providing detailed reports to the Station Manager. Conduct regular reviews and post-operational analysis to identify areas for improvement and make recommendations for operational enhancements.

Team Leadership, Coordination & Staff Supervision:

Lead and manage all the ground operations team, to deliver seamless passenger experience. Provide guidance, support, and training to staff, ensuring smooth coordination between departments during busy periods and that team members are well-equipped to handle operational challenges. Conduct regular briefings and debriefings with team members before and after shifts to ensure clear communication of flight schedules, operational updates, safety procedures, and operational continuity. Monitor staff performance, addressing any disciplinary or performance-related issues promptly. Act as the point of escalation for any operational or customer service issues requiring immediate attention.

Stakeholder Coordination:

Liaise with airport authorities, ground handling agents, air traffic control, customs, immigration, and other key stakeholders to ensure the seamless operation of the company at Heathrow Airport. Represent the airline in operational meetings and discussions with airport authorities and service providers. Build and maintain strong relationships with airport stakeholders to foster cooperation and efficiency. Lead the response to any critical incidents such as flight disruptions, security issues, or medical emergencies and act as the company's representative in emergency situations, liaising with airport management and authorities.

Education and Experience

Bachelor's degree or equivalent experience in Aviation Management, Business, or a related field. Minimum of 6 years experience in airport ground operations, with at least 2 - 3 years in a supervisory or managerial role. Previous experience in a leadership role, preferably within ground operations at a major airport. Strong understanding of airport operations, safety regulations, UK CAA rules, ground handling procedures and airline standards. Excellent leadership, problem-solving, crisis management and communication skills. Ability to work under pressure and handle emergency situations calmly and effectively. Proficiency in Microsoft Office Suite and airline-specific software (e.g., Sabre, Amadeus) and technology. Ability to work in a fast-paced environment and manage multiple tasks simultaneously. Strong organizational, decision-making ability and initiative. High level of attention to detail and accuracy. Team-oriented with excellent interpersonal skills. Customer-focused with a commitment to delivering outstanding service.
Job Types: Full-time, Permanent

Pay: From 26,585.05 per year

Application question(s):

How many years experience working in an Airport do you have?
Work authorisation:

United Kingdom (required)
Work Location: In person