Airport Duty Manager - 12 Month FTC

Leeds Bradford Airport Ltd; Leeds; On-site; GBP 32,000 - 42,000; Full time

Job summary

Leeds Bradford Airport Ltd is recruiting an Airport Duty Manager on a 12 Month FTC to support the Customer Experience team at Leeds Bradford Airport. You will report to the Terminal Manager and help deliver an Outstanding Customer Experience across the passenger journey.

The role covers safety and regulatory compliance, performance management, and leadership of terminal operations. You will oversee incident responses, audits, shift handovers, and collaboration with partners to maintain high

Qualifications

• Health and safety knowledge essential.
• Customer service skills or qualifications.
• Driven and proactive in pursuing tasks and goals autonomously.
• Ability to work as part of one team.
• Desire to excel and do the right thing.
• Developed leadership skills.
• Capable of independently managing tasks in high-pressure settings.
• Working shifts on a 24/7 cover basis.

Responsibilities

• Safety, security, and regulatory compliance tasks including checks and audits.
• Performance management: driving team delivery and data tracking.
• Leadership: act as key person in terminal, manage day-to-day activity and disruptions.
• Emergency orders: lead in incident response and communication with stakeholders.
• General administration: shift handover, task planning, reporting with timescales.
• Customer experience: manage customer expectations and service delivery across the journey.

Skills

Health and safety

Customer service

Leadership

Teamwork

Autonomy

Communication

Job description

Role Title: Airport Duty Manager- 12 Month FTC

Responsible to: Terminal Manager

Leeds Bradford Airport is one of the fastest-growing regional airports in the UK, welcoming up to 4 million passengers through our doors every year. We are committed to employing high-quality people who are ambitious to succeed and support our exciting plans for the future, whilst delivering outstanding service for our customers.

We understand that our employees are our most important asset when it comes to providing the best service possible to our customers. We therefore operate with a ONE TEAM mentality, to enable us to DO THE RIGHT THING and ultimately BE THE BEST in what we do.

To support the Customer Experience team, we are looking to recruit an Airport Duty Manager to join Leeds Bradford Airport, to assist in providing an Outstanding Customer Experience.

Main Responsibilities

Safety/security and regulatory compliance

• Compliance checks
• Local Audit processes
• Completion of Fault Report/SIR (safety incident report) and data compliance forms

Performance Management

• You will take an active part in driving our teams at LBA in delivering the expectations to our customers.
• Attendance of regular meetings with partners to manage, review and ensure delivery of LBA expectations in line with agreements in place and will require regular robust audits, data collection and any relevant trackers to be completed.
• Ensure the cleaning standards are delivered to the schedule and the work carried out is assessed on a regular basis

Leadership

• Be the Key Person in the Terminal to drive performance
• Be a responsible person in the terminal for all activity day to day.
• Taking control of the terminal failures, (Evacuations, baggage belts), ensuring each scenario is being managed and all relevant parties are informed.
• Control of delays, diverts and disruption, updates to senior teams.

Emergency Orders

• To adhere/deliver orders and act as a key contact in the event of an emergency within the airports campus (Managing, communicating and co-ordinating).
• Trained on Fact24, enabling to support the opening of IMC (incident management centre) during an incident
• Ensure all observations are reported/followed up and due focus given

General administration

• Complete handover from shift to shift
• Proactive task allocation and planning
• All reports are generated with timescales issued

Customer Experience

• Manage and control customer expectation for the full Airport customer Journey.
• Support all teams with service delivery
• Be the customer in all you do.
• Be the voice of the customer and the airport to ensure customer expectations are met
• Work with Partners to deliver an outstanding customer journey.

Person Specification

• Health and safety knowledge
• Customer service skills or qualifications
• Driven and proactive in pursuing tasks and achieving goals autonomously
• Ability to work at one team, working together for the business
• Desire to be the best and excel in all they do
• Always willing to do the right thing with strong customer service focus.
• Developed leadership skills
• Capable of independently managing tasks and responsibilities in high-pressure settings
• Working shifts, based on 24/7 cover