Airport Duty Manager

AGS Airports Ltd.; Southampton; Presencial; GBP 42 000 - 65 000; Tempo integral

Resumo da oferta

AGS Airports Ltd. in Southampton seeks an experienced operations lead to manage day-to-day airport activities, ensuring top customer service and regulatory compliance.

You will act as the senior on-duty representative, directing terminal operations and coordinating with partners to keep services running smoothly. The role requires proven management and customer service experience, strong interpersonal and negotiation skills, and the ability to take initiative under pressure, including incident

Qualificações

• Management experience in an airport or similar environment.
• Proven experience in a customer service environment.
• Proven experience in managing staff.
• Excellent interpersonal skills.
• Ability to communicate, negotiate and influence.
• Able to use your own initiative.

Responsabilidades

• Act as Senior Management representative during airport operational hours and ensure compliance with DfT/CAA legislation.
• Oversee hour-by-hour management of the passenger terminal to maintain service standards.
• Lead staff across on-duty operational areas and manage performance as required.
• Manage aerodrome operations including opening/closing times and extensions.
• Lead crisis management, incident response and liaison with emergency services.
• Drive improvements in customer service delivery with partners and concessionaires.
• Coordinate with handlers and airlines to resolve operational issues on the day.
• Provide technical and operational advice to events affecting airport operations.
• Investigate fire alarm activations and deliver first aid coverage as needed.

Conhecimentos

Management experience

Customer service

Staff management

Interpersonal skills

Negotiation

Initiative

Descrição da oferta de emprego

Role overview
To proactively manage the day-to-day activities of the airport operation, to ensure that Southampton Airport provides excellent levels of customer service and complies with regulatory and safety directions, enabling an effective and efficient operation.

Assessment Centre

An assessment centre event will be held on 24 November 2026, 09:00 - 17:00. This will be the only date available.

Principle accountabilities

• Committed to promoting a security culture of vigilance and security awareness through adhering to the security policy, Managing Responsibly System (MRS) and Security Management System (SeMS).
• To act as the Senior Management representative during Airport operational hours and ensure all airport users remain compliant with DfT and CAA legislation regarding the Aerodrome Licence.
• Accountable for the hour-by-hour management of the passenger terminal, associated buildings and facilities to ensure the highest levels of service for passengers. In so doing ensure that Business Partners meet service standards and take direct action to control passenger flows in peak overload.
• To lead on a daily basis the activities of the staff within the on duty operational areas to ensure they carry out their duties in a safe and responsible manner and ensure compliance with all regulatory requirements. This includes handling absence notification and initiation of performance management procedures.
• Accountable for managing all aspects of the aerodrome in accordance with the aerodrome licence including opening and closing the airfield, approval of extension requests to the airfield opening times.
• To take accountability for managing any emergency or business continuity situation focusing on business recovery, assuming role of Command & Control and liaison with the relevant emergency services. Responsible for the activation of Crisis Management Team (CMT) where deemed necessary.
• To take overall accountability on the day to improve customer service delivery and influence improvements in service standards by business partners and concessionaires to ensure the achievement of airport key performance indicators.
• To proactively provide and manage the customer interface on behalf of all Heads of Department, ensuring any problems or issues are resolved on the day. Accountable for feedback to departmental managers on issues in their area of influence to ensure these are picked up and rectified immediately. This will include monitoring of contractor performance working on behalf of the Airport.
• To work with the handler and airlines to understand their needs, develop effective relationships and support them to resolve any operational issues.
• To be responsible for facilitating events that effect the operation by providing technical, operational advice and knowledge to ensure the event causes minimal disruption and maintains service quality standards.
• During operational working hours, undertake primary investigation of fire alarm activations within the Terminal building.
• Deliver first aid coverage across site, providing an immediate response to medical incidents, liaising with emergency services, and ensuring accurate incident reporting and follow up.
• To carry out any other duties that may be outside the standard remit for the purpose of personal development, or as may be reasonably required by the company.

Qualifications and experience

• Management experience from an airport or similar environment
• Proven experience in a customer service environment
• Proven experience in managing staff
• Excellent interpersonal skills
• Ability to communicate, negotiate and influence
• Able to use your own initiative

Framework and boundaries

• Eastleigh Borough Council 106 Flying Controls Agreement
• Civil Aviation Authority CAP 168 The Licensing of Aerodromes
• Security, Safety and Emergency Procedures enforcement
• Emergency Orders and Contingency Plans
• Department for Transport Directives
• Control Authorities Processes (Police, HM Immigration & HM Customs)
• Management of staff per shift including Airport Fire Service, Airside Operations, Terminal Operations and Engineering.
• Monitoring of terminal and airfield processes and facilities
• Safety and security of passengers
• Safe operation of air traffic movements
• Close liaison with business partners
• Monitor 3rd party operations including scheduled and charter airlines, handling agents and control authorities
• Interface with airport related projects
• Monitor and liaise with airport retail units.
• To work within SIAL & AGS Policies and Procedures
• To work within Health & Safety Legislation and SIAL Health & Safety policies and operational policies

Technical Competencies to be attained if not held:

• Airport Threat Assessor
• Level 3 Aviation Security Course
• Basic Airside Operations
• Media Training
• Staff management training modules
• Understand and ensure compliance with the conditions detailed in the Aerodrome Licence

Inclusive Recruitment Process
Diversity & Inclusion is important to us here at the AGS Group. We want to ensure that our process is inclusive for all applicants.