Passenger Services Manager

About The Role

Shape The Passenger Experience at London Heathrow Airport at Cobalt, we don't just move passengers – we shape their journey at one of the world's busiest and most complex airports. We are now looking for an outstanding Passenger Services Manager to lead a large‑scale, high‑profile operation at Heathrow Airport, where safety, service and performance truly matter, minute by minute.

This is a pivotal, senior leadership role for a commercially astute operational professional who thrives in fast‑paced environments, inspires large frontline teams, and builds trusted partnerships with major airline customers.

About The Opportunity

You will take full responsibility for a c.300‑strong Passenger Services team, supported by a team of Shift Leads, delivering consistently safe, efficient and high‑quality services to our airline partners.

As the senior leader on the ground, you'll balance service excellence, contractual delivery and commercial performance, while shaping culture, developing future leaders and continuously improving how we operate.

This role is based at London Heathrow Airport and reports directly to the Head of Operations.

What You’ll Be Doing

• Leading and inspiring a large, diverse frontline workforce across Heathrow
• Building a strong, accountable leadership culture through your Shift Leads
• Acting as the senior operational interface for airline customers
• Driving performance against SLAs while protecting quality and cost control
• Taking end‑to‑end accountability for safety, compliance and service delivery
• Embedding a continuous improvement mindset across the operation
• Owning departmental budgets, resourcing models and labour efficiency
• Developing future leaders through coaching and structured development
• Maintaining effective relationships with employees and trade unions

What Success Looks Like

• Trusted, credible relationships with airline partners
• A confident, engaged leadership team running a stable operation
• Tangible improvements in service quality, efficiency and customer satisfaction
• A safe, compliant operation with a strong improvement culture

About You

You’ll be an experienced operational leader with:

• Senior leadership experience in aviation, ground handling or complex service environments
• A proven track record of leading large, multi‑layered teams
• Strong commercial and financial acumen
• Experience operating confidently in a unionised environment
• The presence, resilience and judgement to lead at scale and pace

Why Join Cobalt?

• A senior, visible leadership role at London Heathrow Airport
• Real scope to influence strategy, performance and customer relationships
• The opportunity to lead at scale in a high‑impact operational environment
• A business that values safety, people and continuous improvement

About The Company

Cobalt Ground Solutions Ltd is a UK‑registered Limited company formed on 1st April 2009 by merging the two ground services subsidiaries of Air France and KLM in the UK – formerly Air France Services Ltd (AFSL) and KLM Ground Services Ltd (KGS). As of 01 January 2017, Cobalt became a wholly‑owned subsidiary of Groupe CRIT.

Cobalt offers ground handling services at London Heathrow Airport Terminal 3 and Terminal 4 to a large portfolio of airlines. Their aim is to deliver the best possible service and most appropriate ground solutions to the airline lines.

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