Passenger Operations Manager

Are you our next Passenger Operations Manager? We are looking for someone who can help us redefine what's possible for are Passenger facing team.

As part of our ‘Grow with Gatwick' initiative you'll be provided with plenty of training and support to ensure you're developing and growing your career.

What is the role?

Passenger Operations & Services provide the operational delivery of key elements of the passenger journey and the commercial & operational management of a variety of service contracts.

Passenger Operations Managers are operationally responsible for the passenger journey 24 hours/day. This is a challenging role, and the POMs have responsibility for all people management tasks for their team, as well as leading all elements of passenger safety and welfare, passenger logistics and surface access during both BAU and disruption operations.

What will you do?

• Responsible for leading the duty team and line management of direct reports, driving performance through goal setting and regular documented performance/development conversations
• Lead the team to manage and execute daily operations, using expertise and knowledge to drive excellent customer service. Responsible for commercial decisions to maintain high service levels
• Responsible for demonstrating and leading a health and safety culture within the team, using data to trend and drive reduction in incidents and passenger accidents
• Responsible for engaging with internal and external stakeholders to ensure a safe and compliant passenger journey in all areas, monitoring performance and gathering accurate information and data to correct any shortcomings
• Maximise the day-to-day efficient use of check-in infrastructure through close liaison with stakeholders, supporting POS teams where required
• Driving performance delivery and operational improvements, giving appropriate and timely feedback on any issues, using data to support and justify decisions
• Accountable for passenger welfare at all times, responsible for recording, reviewing and closure of passenger incidents, enquiries and complaints, focusing on enhancing Gatwick's reputation at all times

Do you have what we're looking for?

• Proven experience of working in a leadership role with strong people management skills, that inspires and motivates operational teams to deliver in a fast-paced operational environment where health and safety and staff wellbeing are at the centre of the business
• Strong communication and influencing skills
• Track record of making sound decision based on fact, fairness and consistency
• Ability to complete and present management and operational reports to a high standard of accuracy in line with deadlines
• Good IT skills and knowledge of MS Office package (Word, Excel, PowerPoint)
• Good analytical skills which drive performance improvement
• Experienced to deliver positive change within a unionised environment.
• Demonstratable attributes of effective leadership for teams of all levels and abilities
• Demonstrates personal resilience when responding to challenges and setbacks
• Ability to build effective relationships with internal and external stakeholders founded on mutual understanding and respect
• Ability and confidence to work well as part of a team and under own initiative
• Able to self-balance workload and prioritise activities whilst lone working for extended periods
• Applicants will need to demonstrate competence in Gatwick Values/behaviours.

What's it like to work here?

Our employees tell us that working here is something special. Everyone is looking to deliver what matters to our passengers. There is so much that makes air travel possible. No day is like another. Our employees enjoy a range of personal, health and financial benefits, including annual leave and high street discounts. We offer a performance-based bonus scheme and our people can request professional training to support them to Grow with Gatwick

We want our people to reflect our local community and the passengers we serve. We know we are all at our best when we feel comfortable and included. We want our people to feel like they can be who they want to be at work, and we work hard to provide them with the respect and flexibility to do so.

We aim to be an equitable, diverse, and inclusive employer. We encourage and support our people to be their best. We seek different perspectives that redefine what's possible. Together we are a team.

.