Passenger Experience Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Description

You will build strong, collaborative relationships with internal and external partners-including airlines, handling agents, Border Force, retailers, other operators, and internal departments-to ensure effective delivery of the daily terminal operating plan and a seamless passenger experience.

This is a job share position located at Terminal 2, 3 and 5.

Please view full job description below

HAL_E_Passenger Experience Manager.docx

Responsibilities

• You will act as a primary point of response for operational incidents within the terminal, liaising directly with APOC in the event of disruptions to the operating plan, or during fire, health, safety, security, or other operational incidents. This includes coordinating contingency plans and driving the safe and efficient restoration of normal operations, while safeguarding the welfare of all terminal users.
• A key part of the role is understanding passenger insights, real-time terminal performance, and the current passenger experience. You will proactively identify and implement interventions to enhance performance and resolve passenger issues within the terminal.
• You will manage on-shift relationships with third-party partners-such as Passenger Ambassadors, the PRM service provider, and Border Force-ensuring resources are deployed in line with the operating plan and that service level agreements are upheld.
• You will also oversee the performance of the trolley operation, ensuring safe working practices and that availability targets are met. As a leader within the terminal, you will inspire, motivate, and support Passenger Service Assistants as an essential part of the operation.

Qualifications

• Experience in managing large shift working teams to deliver consistently high-performance standards in a large volume, complex and high-profile customer facing operation
• Experience and confidence of successfully managing relationships and influencing a complex group of stakeholders
• Evidence of initiating and delivering continuous improvement
• Demonstrable capability, confidence, and resilience in responding to operational disruption and incidents