Services Manager

3 weeks ago


London, United Kingdom Heathrow Full time

This role will drive operational performance through innovation, building strategic relationships and cultivating partnering. Candidates will be working in partnership with the service provider and airlines, and will ensure outstanding service performance, in line with SLAs and regulatory requirements whilst identifying and implementing opportunities for service innovation and improvement to deliver the very best service for Passengers Requiring Support. 

You will take accountability for identifying and creating the engagement, automation and innovation plans based on current and future needs as part of the overall Passengers Requiring Support strategy. You will identify opportunities and implement the best of global service, technology, and innovation into Heathrow. Overall, you will be passionate and motivated about the Passengers Requiring Support service offering at Heathrow and drive forward standards.

Excellent relationship management in close collaboration with third parties. Ensuring that we work with every customer collaboratively to achieve an overall solution to suit all parties’ needs- this would include the any regulatory bodies, charities, government agencies and consultative groups Responsible for identifying opportunities and driving service improvement, in conjunction with our PRM (passengers with reduced mobility) provider and internal teams to deliver enhanced service to drive continuous improvement for Passengers Requiring Support Engages with key airline stakeholders and the Civil Aviation Authority (CAA) Crisis Operations Management and drive continuous Improvement and engage in project delivery Comfortable in dealing with time critical client sensitive work and to prioritise and organise under pressure and meet targets Ability to identify proposals for service innovation and improvement and work within a complex stakeholder environment to implement these opportunities Ability to work across departments and teams to ensure standards, projects and key actions are delivered on time and to a high standard An understanding of stakeholders’ commercial & operational drivers and a proven ability to work collaboratively with stakeholders as well as lead challenging discussions
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