Head of Passenger Services

3 weeks ago

Edinburgh, United Kingdom Worldwide Flight Services Full time

**Description**:
**Who are we?**

We are Worldwide Flight Services, WFS for short - proud Ground Handling Partner of easyJet here at Edinburgh Airport since 2018. We handle all easyJet services, flying to over 40 destinations from Scotland’s capital. From serving guests through bag drop & boarding to handling their baggage and ensuring a safe, professional operation around the aircraft.

As the Head of Passenger Services, reporting directly to the Station Manager you will be responsible for the effective management and oversight of the front of house operations. You will be responsible for safety, leadership and operational performance of the station and will be expected to deliver excellent working relationships with customers, airport authorities and third-party suppliers. You will lead and manage the performance and development of direct reports including, duty managers and operations controllers and act as the point of escalation for all front of house matters. You will need to ensure a cohesive approach to meet all SLA, the highest level of standards of safety, quality, and operational performance.

**Your main responsibilities on a day to day basis will be:

-**:

- Day to Day management and oversight of the front of house operation delivery to airline customers.
- Motivating, supporting and coaching direct reports to deliver exceptional levels of service and ensuring operational teams work within regulatory and customer standards and guidelines.
- Producing operational reports both internally and to the airline customer with regards to operational performance.
- Leading and inspiring the passenger services teams to provide excellent customer service.
- Fostering a customer centric work culture, providing guidance and supporting duty managers.
- Working closely with the Station Manager and Head of Ramp Operations on the development and implementation of the continuous improvements programme.
- Identifying opportunities for process improvements to streamline passenger services operations.
- Monitoring service quality and implementing improvements based on feedback and performance metrics.
- Acting as a point of escalation for front of house matters.
- Investigating causes of accidents and recommending corrective actions.
- Attending meetings internally, with customers, airport authorities and other third parties.
- Monitoring and reporting on revenue and performance.
- Establishing effective communication channels with internal and external stakeholders.
- Collaborating with ground services and airport authorities to ensure a positive passenger experience.
- Some responsibilities may include investigation and disciplinary meeting along with recruitment and retention, working with our HR department.
- Actively promoting a 'Just Culture' and supporting the Quality Safety Security Environment (QSSE) team to embed a 'Just Culture' approach throughout the workforce.

**To be successful in this role you will need:

-**:

- Previous experience of working with and delivery of airline service levels.
- Excellent planning and organisational_ _skills.
- The ability to work under pressure to tight deadlines.
- Understanding compliance procedures.
- Passion for continuous improvement.
- Proven record of delivery against operational performance targets.
- Able to deliver clear and objective results.
- Inspirational, positive, and proactive attitude towards colleagues.

**Our Values**:
**Focus on Customers**

We work proactively with our customers request and our customers’ customers to make sure we deliver what we have contracted to deliver. Without our customers, there is no WFS.

**Integrity**

We treat our people & stakeholders with respect and care building trust via open, honest and straightforward communication. We always operate within the boundaries of our code of conduct and ethics policies.

**Responsibility**

We do our jobs well, being accountable for our actions and taking responsibility for our work and those around us. We lead by example.

**Safety & Security**

We sincerely believe that safety & security is our number one priority at all times. We will do what we are trained to do, we will never take short-cuts and we will always speak up where we see compromises being taken.

**Teamwork**

We all work as part of a team, enjoying what we do, collaborating with our colleagues and relying on their expertise to make a valuable contribution to WFS.

**About Worldwide Flight Services**:
WFS is one of the world's leading ground handling organisations, providing high quality cargo, passenger, premium, ramp, baggage and technical services across a network spanning over 188 locations in more than 22 countries on five continents.

In our UK business, which employs more than 700 people across 19 sites all over the country, we have a clear vision: to empower our people, always look for improvements and lead our industry with great customer focus.

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