Airport Operations Manager

2 weeks ago

Horley Surrey, United Kingdom DiverseJobsMatter Full time

As the designated representative for customer relations, safety, and service delivery within the organisation, you will assume the role of advocate for operational excellence within the Passenger Services Department. Serving as an integral member of the Operational Management team, your primary objective will be to surpass service level agreements (SLAs) through adept problem-solving, proficient personnel management, and exceptional customer service, all while optimising cost-effectiveness. Your responsibilities will extend to spearheading the ongoing enhancement of operational protocols and procedures, facilitated by the timely and precise reporting of your designated duties. Effective communication skills, both written and verbal, will be imperative for engaging with stakeholders across all levels of the organisation. This role demands a commitment to elevating operational standards and fostering a culture of continuous improvement, underpinned by a dedication to exemplary service delivery and stakeholder satisfaction. The Passenger Services Duty Manager must have strong communication and organisational skills and be able to build positive working relationships with all levels management and non-management and external stakeholders, be a team player and be very resilient, self-confident and persuasive in nature.

The shift currently runs on a 4 on 4 off pattern consisting of 0600 to 1800 day shifts and 1800 to 0600 night shifts. A float month roster will also be applicable a couple of times per year. Given the nature of this role you must be available to cover the above shift times, 7 days a week, 365 days a year, including Bank Holidays and religious festivals.

What you’ll do:

  • Overseeing the day-to-day operations of the Passenger Services department to ensure accountability and efficiency.
  • Upholding a safe and secure working environment while maintaining the highest standards of safety, customer service, regularity, and consistency in operations.
  • Conducting audits of customer aircraft operations in accordance with customers’ General Operations Manuals (GOM) and Standard Operating Procedures (SOPs).
  • Driving performance to meet airline service level agreements and staff incentive programs, as necessary.
  • Demonstrating proactive problem-solving abilities and the capacity to adapt to changing situations in a flexible and professional manner.
  • Establishing effective communication channels and fostering strong relationships with individuals across all levels of GGS and customer airlines.
  • Coordinating and leading initial responses to emergency situations in alignment with standard policies and procedures, taking appropriate actions.
  • Reporting and investigating incidents using relevant safety systems such as iAuditor/AIR.
  • Ensuring timely reporting of staff injuries and incidents in compliance with GGS’ reporting processes

What you’ll bring to Gatwick Ground Services:

  • Resilient, able to work as a team player in a complex, cross-functional, pressurised operational environment.
  • Flexible, having a positive attitude to change.
  • Ability to respond to a culturally diverse community.
  • Excellent communication skills (both written and verbal) to all levels both internal and external.
  • Proficient in Microsoft Office 365 software.
  • Educated to a reasonable level.

Your experience:

  • Proven experience gained in Aviation, Ground Handling or similar industry.
  • A good working knowledge of Airlines and Airport Regulations.
  • Excellent customer service and communication skills.
  • Proven planning and organising skills.
  • Proven elevated level of customer, commercial and business understanding.
  • Proactive and highly motivated self-starter able to work without supervision.
  • Must be able to obtain and retain a full airside pass including a satisfactory criminal record check.

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