Customer Delivery Manager

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Job Description

There are two core elements to this role: The management of the day-to-day operation and the delivery of the security compliance and assurance element of Airport Passes. The purpose of the role is to provide and oversee the operational team on a day-to-day basis to ensure an excellent experience and service to our customers, and the compliance of aviation security requirements in relation to Airport Passes.

View full Job Description below:

HAL_E_Customer Delivery Manager.docx

Responsibilities

• Collaborate effectively with operational counterparts to prioritise workload and ensure the efficient deployment and use of available resources.
• Proactively identify critical business needs, taking ownership to ensure delivery timelines are met and operational risks are minimised.
• Support and participate in process, systems, and change initiatives, contributing to projects that enhance stakeholder experience and benefit the wider business.
• Manage and support a team of IMOs, including oversight of performance, attendance, and disciplinary matters, ensuring alignment with company standards.
• Engage stakeholders through clear communication, including delivering training, updates, and relevant operational information.
• Serve as gatekeepers of compliance and assurance, ensuring full adherence to Government requirements and company policies.
• Conduct assurance activities, such as audits and investigations, to maintain operational integrity and regulatory compliance.
• Develop expertise as subject matter specialists in the Airside Pass Scheme, Heathrow Pass Systems, and associated policies and procedures

Qualifications

• Proven leadership experience within a customer-focused environment, demonstrating the ability to motivate, guide, and support teams to deliver high-quality service.
• Strong people-management skills, with the capability to manage performance, coach colleagues, and address issues fairly and effectively.
• Agile and solutions-focused mindset, able to quickly assess situations and identify effective options that meet operational and business needs.
• Demonstrated involvement in continuous improvement initiatives, contributing to enhanced processes, systems, or service delivery.
• Proactive approach to workload management, ensuring operational tasks are prioritised effectively while maintaining high levels of customer service.
• Ability to work under pressure in a fast-paced, constantly evolving environment, maintaining professionalism and sound decision-making.
• Excellent communication skills, with a proven ability to engage professionally with people at all levels across multiple communication channels.
• Awareness of budget considerations, understanding the impact of cost and resource decisions.
• Strong written and verbal English, essential for clear communication, report writing, and operational correspondence.
• Intermediate IT skills, including confident use of standard office applications and operational systems.