Do you see yourself running a Passenger Services team at Newcastle International Airport?
Have you got the knowledge, experience, and desire to be best in class at an award-winning airport?
About Your Airport
Newcastle is a multi-award-winning Airport that proudly connects the North East region to the world. In 2025, the Airport was recognised as ‘Best Airport in Europe’, in the 2 to 5 million passenger category, at the ASQ Awards for providing exceptional customer service.
Committed to a sustainable future, the Airport is on track to achieve Net Zero Carbon status by the year 2035 and has been recognised as a ‘sustainability sector leader’. The business has its own solar farm that can provide 100% of its electricity on a sunny day and it is making significant investments to transition its vehicle fleet to electric models.
Over recent years more than 46,000 trees have been planted on Airport-owned land to support its carbon offset activities and enhance biodiversity.
About the role
The Passenger Services Duty Manager leads the daily delivery of safe, efficient, and customer-focused passenger services. You will oversee frontline teams, ensures service standards are met, and support operational continuity across the terminal and airfield.
The Passenger Services Duty Manager is a full time, shift based role which includes early, late and night work.
What will you be doing?
- Lead and motivate PRM operatives and assistants
- Set clear expectations, provide coaching, and manage performance
- Support recruitment, training, and staff development
- Ensure smooth operations in baggage halls, undercroft, and control hub
- Ensure coaching, PRM and baggage system operations are maintained
- Monitor and deliver against KPIs (e.g., PRM service levels, ECAC scores)
- Work with internal and external partners to ensure seamless service
- Ensure compliance with health & safety, UK1107, and internal standards
- Conduct audits, manage incidents, and maintain training records
Key Skills & Experience
- Organised, adaptable, and resilient
- Experience in an airport environment would be advantageous
- A background of leading teams in customer facing roles
- Experience of working with KPIs and reporting on a regular basis
- Committed to staff development and continuous improvement
Why come onboard?
Newcastle International Airport is a unique work environment where your actions really matter! The environment fosters a real passion for aviation operations and being best in class.
Just some of the benefits you can enjoy:
- Free on-site car parking whilst at work
- Reduced parking charges – Park & Fly
- Generous annual leave entitlement
- Car servicing and repairs
- Access to World Duty Free
- On-site occupational health support
- On-site physiotherapist
- Employee assistance programme support
- Employee discounts at airport retail/ catering outlets
- Membership to our on-site gym
This post requires access through the Critical Part at the Airport and therefore in line with Department for Transport regulations; you will be required to demonstrate during the recruitment process that you have no relevant criminal record.
Newcastle International Airport Limited promotes the equality of opportunity.
Being part of the Disability Confident Commitment means that we want to ensure all our organisational policies and processes are accessible and inclusive to everyone. This includes our recruitment strategies, and we welcome applications from all prospective candidates.
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