Passenger Service Manager

Passenger Services Manager - Heathrow Airport

Want to lead at the heart of one of the world's busiest airports? Ready to take ownership of a large-scale, high-impact operation where every minute counts?

We don't just move passengers we shape their journey. We're now looking for an exceptional Passenger Services Manager to lead a high-profile operation at Heathrow Airport, where safety, service, and performance are critical.

This is a senior leadership role for someone who thrives in fast-paced environments, leads from the front, and builds strong partnerships with major airline customers.

The Opportunity

You'll take full responsibility for a 300-strong Passenger Services team, supported by Shift Leads, ensuring safe, efficient, and high-quality service delivery.

As the senior operational leader on site, you'll balance service excellence, commercial performance, and contractual delivery while driving culture, developing future leaders, and improving how things are done.

Location

Heathrow Airport

Reporting to

Head of Operations

The Role

• Lead and inspire a large, diverse frontline workforce
• Build a strong, accountable leadership culture through Shift Leads
• Act as the key operational contact for airline partners
• Drive SLA performance while maintaining quality and cost control
• Take full ownership of safety, compliance, and service delivery
• Embed continuous improvement across the operation
• Manage budgets, resourcing, and labour efficiency
• Develop future leaders through coaching and development
• Maintain strong relationships with employees and trade unions

What Success Looks Like

• Strong, trusted relationships with airline customers
• A confident leadership team running a stable operation
• Measurable improvements in service, efficiency, and satisfaction
• A safe, compliant operation with a continuous improvement mindset

About You

• Senior leadership experience in aviation, ground handling, or similar environments
• Proven ability to lead large, multi-layered teams
• Strong commercial and financial awareness
• Experience working in unionised environments
• Resilient, decisive, and confident operating at pace

Why Join?

• A senior, visible leadership role at Heathrow Airport
• Real influence over strategy, performance, and customer relationships
• The chance to lead at scale in a high-impact environment
• A business that genuinely values safety, people, and improvement

Please note

Due to the nature of our business, we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants to provide or be willing to obtain the following:

• Apply for a Criminal Record Check (Paid for by us!)
• Have a full 5-year checkable history (Obtained for you by us!)
• Have an in date and valid Photo ID (Passport, Driving Licence, ID Card etc)
• Provide a full 5-year address history
• Attend an Aviation Security Course (Paid for by us!)