About the Role:
We are seeking a highly motivated and experienced Station Manager to oversee our Passenger Assistance services at Luton Airport. In this role, you will manage the daily operations of the Passenger Assistance team, ensuring the smooth, efficient, and compassionate delivery of services to passengers with reduced mobility (PRM) and other special assistance needs. Reporting directly to the Operations Manager, you will also be responsible for maintaining strong relationships with airport authorities and airlines, while ensuring that performance targets and service quality standards are met.
Benefits:
- Competitive salary of £50,000 per year.
- Permanent role
- Opportunity to play a key leadership role in enhancing the passenger experience at Luton Airport.
- Work in a dynamic, fast-growing sector with opportunities for career progression.
Key Responsibilities:
- Oversee all passenger assistance operations, ensuring exceptional service delivery for passengers who require additional support.
- Lead, train, and develop the Passenger Assistance team, fostering a culture of service excellence and accountability.
- Work closely with the PRM Operations Manager to report on performance metrics, identifying areas for improvement and ensuring service levels meet or exceed agreed targets.
- Communicate performance data and operational updates to airport authorities and airline partners, ensuring strong, collaborative relationships.
- Ensure compliance with PRM regulations and all safety, security, and customer service requirements.
- Respond quickly to operational issues, providing hands-on leadership to resolve any challenges.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs), ensuring the highest standards are maintained.
- Ensuring Passenger experience is at the core and clearly demonstrated by feedback & passenger appreciation surveys.
Requirements:
- Proven experience in airport operations or passenger assistance services, ideally with leadership responsibility.
- Strong leadership skills with the ability to manage and inspire a team in a fast-paced, high-pressure environment.
- Excellent communication skills, with a proven ability to build and maintain effective relationships with stakeholders such as airlines, airport authorities, and regulatory bodies.
- Ability to compile and articulate performance data and drive service improvements in collaboration with the PRM Operations Manager.
- Solid understanding of regulations related to passengers with reduced mobility (PRM) and other special assistance needs.
- Strong problem-solving abilities and the capacity to manage operational challenges in real-time.
If you have the experience and passion for delivering exceptional passenger assistance services, and the leadership skills to manage operations effectively, we would love to hear from you.
PLEASE NOTE: As this position is in the aviation industry, successful applicants must be able to provide 5-year checkable history.
For an opportunity to interview for this fantastic role, please submit your CV to apply!
Optime Group is acting as an Employment Business in relation to this vacancy.
