Accessibility Support Officer

2 weeks ago

London, Greater London, United Kingdom MAG Full time
  • Accessibility Officer
  • London Stansted Airport
  • 20 hours per week
  • Monday - Friday (Working Days Flexible)
  • Salary - £16,304.43 rising to £18,073.28 after a minimum 3 months successful qualifying period

The Role

Reporting into the Accessibility Manager, the Accessibility Support Officer will be a central point of contact for the customer feedback team, the assisted travel service provider, the airport accessibility forum, and 3rd parties such as airlines. The successful candidate will deliver a customer focused service to passengers using London Stansted's Passenger with Restricted Mobility (PRM) service and will help to coordinate activities that support, and consistently look at ways to improve, the accessibility of the airport. Working closely with the PRM supplier and accessibility manager to ensure CAA regulatory requirements are met and an effective service is provided for all airport visitors.

  • To provide support to the departmental Head in Customer Operations and wider team to ensure the smooth running of the relevant initiatives.
  • Coordinate activity and communications to enable accurate, effective and timely communications to all departments and internal and external partners where appropriate.
  • Providing day to day management for managing CAA audits, ensuring the audit program is delivered, ensuring any follow up actions from these are completed.
  • Coordinate departmental educational, training events, promotion activities, and forums, including managing temporary visitor IDs for various visitors on behalf of MAG and third parties
  • Provide accurate record keeping including complaint tracking and closing of feedback cases, website and record updates, faults, notetaking, minutes and outputs of key meetings as requested by the Accessibility Manager.
  • Ordering of consumables such as lanyards and sensory kits.
  • Monitor PRM passenger feedback to establish trends and liaise with service provider and feedback team to investigate and respond to compliments and complaints
  • Carry out joint safety audits with service providers and stakeholders on equipment and procedures for the PRM provider. Record all results and fault/implement contingency plans as appropriate
  • Any other duties that may be outside of the standard remit as reasonably required.

What will make you successful in the role?

  • Apply initiative and deal with rapidly changing priorities in a flexible manner.
  • Integrate into a team working environment and have a can-do attitude and approach
  • Excellent IT skills and a strong knowledge of all Microsoft Office Suite applications which are not limited to but include Word, Excel, PowerPoint, Outlook and Teams.
  • Strong organisation skills, able to work accurately and independently
  • Ability to work under demanding time pressure, balancing different priorities.
  • Good communication skills, able to deal directly with stakeholders, sometimes in challenging circumstances.
  • Be a credible and effective ambassador for the business.
  • Demonstrate inclusive behaviours

Why MAG?

Every year, London Stansted Airport connects over 28 million passengers with more than 190 destinations across the globe. Part of the largest UK owned airport operator group, MAG, London Stansted Airport supports over 11,600 jobs onsite and generates around £7.75bn each year for the region.

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive.

Benefits can include:

  • 6% company contribution pension
  • 12 days holiday plus bank holidays (pro rata)
  • Free parking
  • Subsidised public transport
  • Huge range of company discounts via company portal

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.

We're also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.

As a Disability Confident employer we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.

You can contact the team by emailing

Our Colleague Resource Groups include: Women's Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity

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