Job Description

Job Title:

General Manager

Reports to:

Operations Director

Location:

Heathrow Airport

Working hours:

40 hours per week, typically Monday to Friday but with flexibility

Role Purpose: To lead the strategic and operational delivery of our Customer Services (Heathrow Helper) contract at Heathrow Airport with a focus on colleague experience, customer satisfaction, efficiency, safety and compliance.

Key responsibilities

Leadership

Lead, develop and care for a team of 8 direct reports, and wider team of 27 Supervisors and 500 Helpers to provide an exceptional employment experience and to enable delivery of high-quality outcomes. Provide regular feedback to direct reports to help them grow and to recognise their contribution and positive behaviours in line with our company values and behaviours. Inspire and provide meaning to the whole team so they understand the importance of our role and Heathrow's priorities. Identify trends, risks and opportunities and lead an appropriate response to mitigate risk and maximise opportunities.

Operational Excellence

Lead through your team the delivery of all core and non-core products and operations to meet agreed SLAs and KPIs across measures such as Quality Service Management (QSM), Customer Experience (CX), Resilience, Health & Safety. Quality assure operational delivery, processes and ways of working to ensure quality delivery in accordance with the brief and KPIs / SLAS, and compliance with all regulatory requirements and company policy. Understand performance data and take action to champion strong performance, share best practise and identify the root cause of shortfalls to mitigate risk and drive improved and sustained performance.

People & Culture

Mentor and support direct reports to help them fulfil their potential. Develop talent and succession plans to create opportunity and mitigate risk. Champion a high-performance culture centred on empowerment, accountability, and psychological safety. Create an environment where all colleagues feel heard, supported, included and valued.

Financial & Commercial Acumen

Manage resourcing levels, operational costs and reduce inefficiency to maximise commercial performance. Ensure the contract delivers value for money, scalability, and return on investment. Work in close partnership with others to identify new business opportunities, share innovation, and manage risk.

Continuous Improvement

Identify opportunities for continuous improvement to drive improved outcomes, compliance, efficiency and performance. Build matrix teams to deliver these improvements and communicate the outcomes to colleagues and stakeholders.

Collaboration

Manage the relationship with Heathrow senior stakeholders to ensure alignment and transparent communication. Collaborate with Heathrow and partners as appropriate to shape and deliver long-term operational plans aligned with Heathrow's evolving customer and passenger strategies. Work collaboratively as part of the Heathrow Customer Service management team. Collaborate with stakeholders including Heathrow, airlines and partner organisations as required. Collaborate across internal teams and departments to deliver high quality outcomes and to ensure alignment and compliance with employment regulations and company policy.

Required knowledge, skills, experience, and behaviours

Inspirational leadership style with a proven track record of engaging and developing high performing teams. Proven experience in senior operational leadership roles within aviation, transport, or similarly complex customer-facing environment, ideally across multi-site locations. Deep understanding of compliance and safety requirements and the ability to operate compliantly. Ability to operate in complex, regulated and high-volume environments. Experience managing senior-level client relationships, matrix teams and the ability to effectively influence. Strong commercial awareness and ability to lead within a contractual framework. Highly organised and efficient, with the ability to deliver through others. Ability to consistently demonstrate our Company Values.

About Ethos Farm

We're award-winning specialists in Employee Experience and Customer Experience, providing consultancy services, learning, people and data & technology solutions globally.

We work with leading brands across sectors including aviation, retail, rail and real estate, to cultivate and nurture thriving cultures and to overcome some of their most complex challenges.

We take pride in the fact that we're always making a difference and adding value. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience.

Our values are:

We work together We deliver the best for our clients, customers and each other. We deliver extraordinary service We inspire and leave a brilliant impact. We see opportunity We find solutions to exceed expectations. We are inclusive and kind We value the contributions and part we all play. We have fun We raise smiles and love what we do.

Working here

We're a certified Great Place to Work You'll get access to a range of benefits including our Employee Assistance Programme offering free and confidential support and advice; our health cash plan which provides money off medical treatments; our discounts platform providing offers for hundreds of retailers to save you money, our financial wellbeing tool to help you plan and manage your finances and our Mortgage advice service. We also operate a discretionary annual bonus scheme.
Job Type: Full-time

Pay: 67,000.00-72,000.00 per year

Benefits:

Employee discount Health & wellbeing programme
Schedule:

Monday to Friday
Ability to commute/relocate:

London Heathrow Airport TW6: reliably commute or plan to relocate before starting work (required)
Work Location: In person

Application deadline: 01/07/2025
Expected start date: 21/07/2025