Passenger Services Duty Manager

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Gatwick Ground Services provide airport ground operations at London Gatwick and London City Airports. As a wholly owned British Airways subsidiary we take great pride in delivering the same impeccable customer service and fully comprehensive training. We are proud to deliver the highest standard of ground handling to British Airways and our other airline partners.

Gatwick Ground Services was established in 2016, to support the ramp operations of British Airways at Gatwick. Following its success, the company branched into Aircraft Cleaning in 2018. In 2020, Passenger Services formed the newest department within the GGS business to provide an all-round ground handling option.

Our operations across two stations supports British Airways, Air India, Iberia Express, Qatar Airways, Singapore Airlines and Vueling Airlines providing a complete ground handling solution.

It's an exciting and fast-paced life when you're working in some of the world's most important travel hubs, and you'll be part of a global gateway connecting with people from all walks of life and helping to make each and every journey original and unique.

Whether you are a welcoming face at check in, have a keen eye for aircraft appearance, or thrive in a detail-oriented fast paced ramp environment, a job at Gatwick Ground Services is yours to make.

When you join the Gatwick Ground Services team, an exceptional travel experience from the ground up starts with you.

The role:

Passenger Services Duty Manager

As the designated representative for customer relations, safety, and service delivery within the organisation, you will assume the role of advocate for operational excellence within the Passenger Services Department. Serving as an integral member of the Operational Management team, your primary objective will be to surpass service level agreements (SLAs) through adept problem-solving, proficient personnel management, and exceptional customer service, all while optimising cost-effectiveness. Your responsibilities will extend to spearheading the ongoing enhancement of operational protocols and procedures, facilitated by the timely and precise reporting of your designated duties. Effective communication skills, both written and verbal, will be imperative for engaging with stakeholders across all levels of the organisation. This role demands a commitment to elevating operational standards and fostering a culture of continuous improvement, underpinned by a dedication to exemplary service delivery and stakeholder satisfaction. The Passenger Services Duty Manager must have strong communication and organisational skills and be able to build positive working relationships with all levels management and non-management and external stakeholders, be a team player and be very resilient, self-confident and persuasive in nature.

The shift currently runs on a 4 on 4 off pattern consisting of 0600 to 1800 day shifts and 1800 to 0600 night shifts. A float month roster will also be applicable a couple of times per year. Given the nature of this role you must be available to cover the above shift times, 7 days a week, 365 days a year, including Bank Holidays and religious festivals.

What you'll do:

• Overseeing the day-to-day operations of the Passenger Services department to ensure accountability and efficiency.
• Upholding a safe and secure working environment while maintaining the highest standards of safety, customer service, regularity, and consistency in operations.
• Conducting audits of customer aircraft operations in accordance with customers' General Operations Manuals (GOM) and Standard Operating Procedures (SOPs).
• Driving performance to meet airline service level agreements and staff incentive programs, as necessary.
• Demonstrating proactive problem-solving abilities and the capacity to adapt to changing situations in a flexible and professional manner.
• Establishing effective communication channels and fostering strong relationships with individuals across all levels of GGS and customer airlines.
• Coordinating and leading initial responses to emergency situations in alignment with standard policies and procedures, taking appropriate actions.
• Reporting and investigating incidents using relevant safety systems such as iAuditor/AIR.
• Ensuring timely reporting of staff injuries and incidents in compliance with GGS' reporting processes

What you'll bring to Gatwick Ground Services:

• Resilient, able to work as a team player in a complex, cross-functional, pressurised operational environment.
• Flexible, having a positive attitude to change.
• Ability to respond to a culturally diverse community.
• Excellent communication skills (both written and verbal) to all levels both internal and external.
• Proficient in Microsoft Office 365 software.
• Educated to a reasonable level.

Your experience:

• Proven experience gained in Aviation, Ground Handling or similar industry.
• A good working knowledge of Airlines and Airport Regulations.
• Excellent customer service and communication skills.
• Proven planning and organising skills.
• Proven elevated level of customer, commercial and business understanding.
• Proactive and highly motivated self-starter able to work without supervision.
• Must be able to obtain and retain a full airside pass including a satisfactory criminal record check.

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary.

Salary: £40,170.00 plus bonus scheme.

Key benefits include:

• After successful completion of your probationary period, you will have access to discounted flights known as hotline fares, standby tickets and concessions with British Airways and other code share airlines
• Health benefits including free winter flu jab and access to the HSF Health Plan
• Cycle to work scheme
• Free staff parking
• Discounts on public transport and airport food vendors
• A generous leave allowance, increasing annually for the first 5 years of employment
• Pension scheme

At Gatwick Ground Services you'll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don't expect our people to either.

Inclusion & Diversity

At Gatwick Ground Services we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity are a key driver of innovation and we're committed to creating a culture where everyone feels that they can be themselves. We're looking for people from all backgrounds and cultures to join us and be a part of our journey as we continue to assist with connecting Britain with the world and the world with Britain.