Passenger Services Manager
London Heathrow | Senior Operational Leadership Role
An exceptional opportunity has arisen for an experienced operational leader to take ownership of a large-scale passenger services operation at one of the world’s busiest international airports.
This is a high-profile leadership position responsible for delivering safe, efficient and commercially successful passenger operations within a fast-paced aviation environment. The successful candidate will lead a substantial frontline workforce while acting as a key operational partner to major airline clients.
This role is ideally suited to a commercially minded aviation leader who thrives in complex, customer-focused operations and has a proven ability to lead at scale.
The Opportunity
Reporting to the senior operations leadership team, you will oversee a multi-layered passenger services function comprising approximately 300 colleagues across a 24/7 operational environment.
You will play a critical role in driving operational performance, developing leadership capability, maintaining exceptional service standards and ensuring full compliance across all aspects of the operation.
Key Responsibilities
- Lead and inspire a large, diverse frontline workforce within a high-pressure operational environment
- Develop a strong leadership culture through coaching and management of operational leadership teams
- Act as the senior operational contact for airline and airport stakeholders
- Drive performance against service level agreements and operational KPIs
- Maintain full accountability for safety, compliance and operational delivery
- Identify and implement continuous improvement initiatives across the operation
- Manage departmental budgets, labour planning and resource optimisation
- Develop future operational leaders through structured mentoring and development
- Build and maintain effective relationships with employee representatives and trade unions
Candidate Profile
We are seeking an experienced senior operational leader with:
- Significant experience within airport passenger services, ground handling or aviation operations
- A proven track record leading large-scale frontline operations of approximately 300+ personnel
- Strong commercial and financial acumen with experience managing operational performance and budgets
- Experience operating effectively within unionised environments
- Excellent stakeholder management and airline customer relationship skills
- The leadership presence, resilience and decision-making capability required to lead within a fast-paced Heathrow operation
Candidates without substantial airport passenger services leadership experience at comparable operational scale are unlikely to be considered.
What’s On Offer
- Senior operational leadership role at Heathrow Airport
- High-profile, large-scale operational responsibility
- Competitive salary package based on experience
- Contributory pension scheme and life insurance
- Free onsite parking
- Full airport and mandatory training provided
- Long-term career development within a growing operation
Working Hours
- 37.5 hours per week
- Monday to Friday office hours
- Flexibility required for weekends and Bank Holidays in line with operational requirements
Eligibility
Candidates must hold the right to work in the UK. Sponsorship is not available for this position.
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All enquiries will be handled with discretion;apply now for a more in-depth discussion with us.
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