Permanent
Location: Luton Airport, Luton
Hours: 4 on, 4 off, days 06:00 - 18:00 and nights 06:00 - 18:00
Pay: £18.84 ph
Are you a passionate people leader who thrives in a fast-paced operational environment? We are looking for a proactive and organised Duty Manager to support the delivery of exceptional Passenger Reduced Mobility (PRM) services at London Luton Airport.
In this role, you will oversee daily operations, lead terminal and ramp teams, ensure service level agreements are consistently achieved, and maintain the highest standards of safety, compliance and customer care. This is an excellent opportunity for an experienced supervisor who enjoys making a real difference to passengers' journeys while developing and motivating operational teams.
About the Role:
- Lead and support terminal and ramp teams to ensure the safe and efficient delivery of PRM services.
- Monitor operational performance and take immediate action to address service shortfalls and operational challenges.
- Ensure Airport Authority Service Level Agreements (SLAs) and operational standards are consistently achieved or exceeded.
- Manage staffing levels, rostering, attendance and absence management to maintain adequate operational coverage.
- Build and maintain effective relationships with airlines, airport stakeholders and clients, responding proactively to service issues.
- Oversee compliance with Health & Safety, Department for Transport, airport and company procedures, promoting a safety-first culture.
- Conduct audits, inspections and incident investigations, producing accurate reports and recommendations for senior management.
- Support staff training, coaching and development while ensuring excellent customer service for all passengers, particularly those requiring special assistance.
Why Join Us?
- Annual leave entitlement of 5.6 weeks
- Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.
- Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.
- Health and Wellbeing – Life assurance scheme, access to mental health support specialists
- Access to an Online GP for you and your dependents.
- Financial support
- Discounts on hundreds of retail sites
- Cycle to Work scheme
What we are looking for:
- Proven experience in a supervisory or team management role within an operational environment.
- Strong leadership skills with the ability to motivate, develop and inspire teams to achieve high performance.
- Excellent communication skills, both written and verbal, with the ability to prepare reports and liaise with multiple stakeholders.
- Good IT skills, including Microsoft Outlook, Word and Excel.
- Ability to remain calm under pressure and make effective decisions in emergency or time-critical situations.
- Strong customer service skills with the ability to handle sensitive situations professionally and empathetically.
- Good understanding of health and safety responsibilities and commitment to safe working practices.
Reliable, professional and team-focused, with excellent attendance, punctuality and a strong sense of accountability.
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Desirable
- Previous airport, airline or aviation-related experience.
- Full UK Driving Licence.
Interested? Apply now and let your career take off!
Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications
Please note:
- Wilson James Limited have a policy on Recruitment of Ex-Offenders and Storage handling, copies of which can be made available upon request
Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability
Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.
Internal Applicants
At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenges
If you are currently employed under TUPE terms and conditions, please note that successful appointment to this role will be on Wilson James standard terms and conditions.
Please note that successful internal applicants will be appointed on the terms and conditions applicable for this role and as detailed above, current terms and conditions will not apply.
