Airport Duty Manager (Commercial Specialist)
About London Southend Airport
Our SENsational colleagues are what make our airport thrive. Our goal is to develop each and every one of our colleagues’ skillsets by investing heavily in training and development throughout their careers, creating a culture of internal development and progression. A number of our senior leadership team began their career with us in an entry-level role; the sky is the limit here at LSA.
As one of the key employers for Southend City, we aim to ensure that our roles are accessible to the community. We are committed to providing equal opportunities and creating an inclusive environment for our colleagues.
Now is an exciting time to join our airport. As a business, we are constantly growing, resulting in a wealth of roles to choose from, many that you may not have considered before. We’re talking Air Traffic Control, Fuelling, Car Parking, Rail, Security, Ground Maintenance, Firefighters, Cleaning, Technical Services, and so much more. There really isn’t a better time to join team SENsational.
About the role
As an Airport Duty Manager, my purpose is to ensure seamless operations by overseeing daily activities, coordinating with various departments, and resolving operational challenges. I strive to enhance passenger experience, maintain safety standards, and facilitate efficient communication to guarantee the smooth functioning of airport services.
I support the retail concessions and food and beverage teams in helping them achieve their KPIs. I work closely with the food and beverage general manager and concession store leads.
I achieve operational excellence by orchestrating the coordination of services, managing staff deployment to required areas from within my team, and addressing real-time challenges. I implement strategic plans to optimize passenger flow, collaborate with different departments to streamline processes, and actively engage in effective communication to ensure a well-coordinated and secure airport environment.
I constantly monitor operations to make swift decisions, contributing to the overall efficiency and positive experience for both passengers and airport personnel.
Key Responsibilities
1. I oversee daily operational plans with clear metrics for success, ensuring all customer interaction touchpoints are performing to optimum standards.
2. I supervise and manage Control Room supervisors and Customer Service Ambassadors, being accountable for their performance, standards, and delivery.
3. I maintain cleanliness and maintenance standards across the airport by consulting with cleaning operatives and the facilities team.
4. I work alongside the Security management team to ensure site security and the integrity of the Critical Part.
5. I coordinate with the Surface Access Manager to assist in the operational performance of car parks, drop-off zones, taxi ranks, and rail stations.
6. I develop and maintain consultative relationships with regulatory bodies such as HSE, UKBF, CAA, and the police.
7. I build strong commercial relationships with our airport partners, helping them deliver excellent trading standards.
8. I ensure adequate people resources, stock levels, and cleanliness are in place daily.
9. I represent the customer journey in all disruptions and investigate all customer and staff accidents and incidents during the shift.
10. I uphold the Company brand and values in my team's work standards.
11. I produce comprehensive shift reports that are accurate and informative.
12. I highlight inefficiencies and process improvements to relevant departments.
13. I ensure customer inquiries are resolved promptly and data is used to drive service improvement.
14. I keep my knowledge up to date with changes in legislation and regulation applicable to my role.
15. I coordinate all teams in achieving smooth and safe day-to-day operations and high performance standards.
16. I promote and encourage a culture of continuous improvement.
17. I document all incidents involving customers, staff, or equipment accurately and review these reports.
18. I provide guidance and support to all operational teams aligned with the airport Heads of Department.
19. I am familiar with airport operational contingency plans and support all departments in implementing their relevant plans.
20. I provide operational support to the on-call ART manager.
Skills, Knowledge and Expertise
Aviation Security Manager Level 3 (preferred, but we can provide training if the job is right for you). You must have experience in previous leadership roles in complex operational environments.
If you require any reasonable adjustments regarding these points, please talk to us during the interview process.
Now that you understand the role and possess all the necessary skills, we would like to share more about our outstanding benefits package, designed with the wellbeing and job satisfaction of every colleague in mind!
1. Apprenticeships – We offer opportunities to gain valuable qualifications from level 3 through to level 7 (Master’s Degree Level) while at work, with fully funded courses available in a variety of disciplines.
2. Medicash - Cover for all airport colleagues, providing access to virtual GP & Physio appointments, retail discounts, and a bespoke healthcare cash plan.
3. Access to a Wellbeing app with features such as a mood tracker and counselling services.
4. Employee Assistance Programme for confidential support with health and legal issues.
5. ‘My Gym Discounts’ offering up to 25% off memberships with over 3,800 gyms throughout the UK.
6. Mental Health First Aiders available to provide support.
7. Cycle to Work Scheme with savings on bikes and accessories.
8. World Duty Free Discount.
Sound good? Hit that apply button; we can’t wait to hear from you!
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