Airport Operations Manager (Heathrow)

Addison Lee; London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading transportation company is seeking an Airport Operations Manager for Customer Engagement at Heathrow. The role involves improving service levels, managing day-to-day operations, and fostering relationships with stakeholders. Ideal candidates should possess strong communication and customer service skills, and have experience in workforce management and budget optimization.

Benefits

Bonus up to 5%

Life Insurance

Private Medical Insurance

33 days Annual Leave

Cycle to Work Scheme

Qualifications

• Experience in managing KPIs and performance reviews.
• Ability to create and manage staff rotas.
• Experience in budget management.

Responsibilities

• Monitor KPIs and conduct annual performance reviews.
• Oversee day-to-day operational activities.
• Manage customer queries, feedback, and complaints.

Skills

Strong communication

Customer service

Organisational skills

Job description

About The Role

As Airport Operations Manager - Customer Engagement, you are key in identifying our customer requirements and needs to develop cohesive plans to improve the service we provide at Heathrow to Emirates. Therefore, you will have strong communication, customer service, and organisational skills, whilst you will be comfortable working with teams across the business, building a strong relationship with stakeholders from Exec to Frontline.

Your main responsibility will be to understand the current service level and develop and implement ways to improve. You will represent the voice of Addison Lee and set the tone for a customer-focused, thoughtful environment.#

About Us


Addison Lee - Giving London Life a Lift

Since 1975, Addison Lee has been at the heart of London's transport network, delivering safe, stylish, and reliable journeys. As the capital's leading passenger car, courier, and black taxi service, we take pride in setting industry standards.

Our strength lies in our employees and drivers- genuine, ambitious, united, and proud. We believe every journey should be more than just a ride, combining cutting-edge technology with exceptional service to transform the experience for clients and drivers alike.

As part of ComfortDelGro Group, our reach extends beyond London, connecting a global private hire network of over 34,000 vehicles. Our network spans public transport (buses and rail), point-to-point services (taxis and private hire cars), and business-to-business mobility solutions, ensuring seamless connectivity for millions of people every day.

Location

Heathrow

Salary

TBC

Hours

Full Time 40 per week (flexible hours due to operational needs)

Requirements

Main Accountabilities

Monitor KPIs and conduct annual performance reviews.

Create and review staff rotas, manage holiday entitlements and sick leave, and liaise with HR.

Oversee day-to-day operational activities.

Develop strategies and set goals to drive business growth.

Manage budgets and optimise expenses.

Establish and maintain policies and processes.

Ensure employees perform effectively and are supported in their professional development.

Lead recruitment and oversee onboarding and training of new staff.

Manage customer queries, feedback, and complaints, and address them in scheduled meetings.

Attend weekly and monthly meetings with Emirates.

Benefits


In return for your efforts, you will receive:

As well as a salary dependant on experience, you will also receive up to 5% bonus, receive Life Insurance (Death in Service), 2 days paid volunteering leave a year, Private Medical Insurance & Travel Insurance (after 1 year), Wellness Program, Cycle to Work Scheme, 33 days Annual Leave (incl. bank holidays), extensive retail discounts via Reward Gateway (e.g. 5% off most major supermarkets), support with Professional Training and Qualifications via Apprenticeships, Season Ticket Loans, Discounted Cabs and Courier services (within London).

Equality and Diversity Information

Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community.

Addison Lee are a Disability Confident employer, we have made commitments to employ, keep and develop the abilities of disabled staff.