Role Purpose: Working alongside other department Operational Managers and leader your team to deliver an outstanding customer experience. This role create great working relationships with all business partners whilst being the point of contact for all customer operations matters. You can deliver this through leading a team of managers, supervisors and front line teams who will live and breathe the operation and customer experience. This role requires the extensive knowledge of current Airport operations along with assisted travel legislation. Principal Accountabilities / Main Responsibilities: Accomplishes department objectives by managing staff; planning and evaluating all activities in the operation. Maintains staff engagement through listening and drive change. Ensures a safe, secure, and legal work environment. Develops personal growth opportunities. Owns the Assisted Travel training and compliance plans. Drives the Car Park Operations requirements. Coaches, counsels, and supports all teams at the airport Acts as a champion for the customer. Listening to feedback and acting accordingly. Driving positive change to the customer journey to make things easier for the customer. Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements. Contributes to team effort by accomplishing related results as needed. Completion, actions, solutions of terminal risk assessments. Trend analysis of SIR completion, actions taken. Active participation in LBA emergency exercises. Candidate specification: Demonstrated leadership experience in a professional setting (ideally airport) Strong knowledge of airport operations Clear understanding of what makes an exceptional customer experience Familiarity with assisted travel legislation and its practical application in operations Proven ability to run an efficient operation while upholding the highest standards Proven experience of effectively managing third party relationships Successful candidate will need to have a criminal record check and a checkable 5 year history