Assisted Travel Manager

MAG (Airports Group); Uttlesford; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible and generous pension plan

Free parking

Subsidised public transport

Huge range of company discounts

2 volunteering days per year

Free VirtualGP service

Care Concierge service

Job summary

MAG Stansted Airport is seeking an Assisted Travel Manager to lead the day‑to‑day delivery of our Assisted Travel service, ensuring a safe, compliant and high‑quality experience for passengers needing extra help. You’ll work with the Accessibility Manager to oversee contracts, monitor supplier performance and maintain value for money in line with the Equality Act and CAA requirements.

In this role you will drive governance, resilience and service performance, manage peak periods, and support the

Qualifications

• Experience in contract management within a complex service environment.
• Ability to interpret performance and compliance data.
• Strong stakeholder management and communication skills.
• Proven commitment to inclusive leadership and embedding inclusive practices.
• Excellent judgement under pressure with data-driven decisions.
• Experience maintaining governance records and regulatory compliance.
• Understanding of service performance, risk and contractual obligations.
• Proficient IT skills for reporting and documentation.

Responsibilities

• Lead day‑to‑day Assisted Travel operations and ensure high‑quality service for passengers needing extra help.
• Provide effective contract management oversight, ensuring supplier performance and value for money.
• Strengthen governance, resilience and service performance, including during peak demand and disruptions.

Skills

Contract management

Governance

Stakeholder management

Inclusive leadership

Decision making under pressure

Governance records

Commercial awareness

IT reporting systems

Tools

Reporting software

Job description

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Every year, London Stansted Airport connects 30 million passengers with more than 190 destinations across the globe. Part of the largest UK owned airport operator group, MAG, London Stansted Airport supports 12,000 jobs on site and generates around £7.75bn each year for the region.

Sustainability is one of our core values, and it shapes everything we do. We're committed to protecting the environment and supporting our local communities.Our programmes include airport and airline decarbonisation, comprehensive education, skills and employment support and community engagement initiatives including volunteering opportunities.

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive.

You’ll also have access to some great benefits including:

• Flexible and generous company pension plan with various company contribution options (up to 8%) that you can change to suit your personal needs
• Free parking
• Subsidised public transport
• Huge range of company discounts
• 2 volunteering days per year
• Free VirtualGP service, available 24 hours a day, 7 days a week
• Care Concierge service

The role

As Assisted Travel Manager, you'll play a key role in ensuring the consistent delivery of our Assisted Travel service, providing day-to-day leadership and operational oversight to maintain a safe, compliant and high-quality experience for passengers requiring additional support.

Working closely with the Accessibility Manager, you'll lead business as usual operations while helping to strengthen governance, resilience and service performance. You'll provide effective contract management oversight, ensuring supplier performance, compliance and value for money remain aligned with the Equality Act, Civil Aviation Authority (CAA) requirements and airport standards, supporting London Stansted Airport in maintaining a CAA Assisted Travel rating of Good or above.

You'll also play a key role in ensuring service continuity during periods of peak demand, operational disruption and change, adapting delivery in response to evolving regulatory guidance and the ongoing Stansted Transformation Programme.

This role is essential in ensuring continuity during a period of significant change, enabling the wider team to focus on strategic initiatives, including the Stansted Transformation Programme and future service developments. Ultimately, you'll help shape an Assisted Travel operation that continues to meet increasing regulatory expectations, responds effectively to operational demands and delivers an outstanding experience for every passenger.

What will make you successful in this role

• Experience in contract management, operational governance or supplier performance within a complex service environment, with the ability to interpret performance and compliance data.
• Strong stakeholder management and communication skills, with a genuine commitment to supporting and advocating for disabled customers.
• High emotional intelligence, with the ability to build relationships, understand different perspectives and respond with empathy and professionalism.
• A proven commitment to inclusive leadership and embedding inclusive practices.
• Strong judgement, with the ability to prioritise, solve problems and make evidence-based decisions under pressure.
• Good organisational skills, with experience maintaining governance records and supporting regulatory compliance.
• Commercial awareness, including an understanding of service performance, risk and contractual obligations.
• Proficient IT skills, with experience using business systems for reporting, documentation and communication.

Equal Opportunities & Reasonable Adjustments

We’re building something brilliant at MAG: a diverse team of Journey Makers who share our values and want to make a difference. We’re on a mission to be number one in our industry, and that takes talent in all its forms. With so many exciting roles across our airports and businesses, there’s space for your unique strengths to shine.

Whether this is your first role or your next big step, we want to hear from you – even if you don’t think you tick every box. What matters most is what you bring.

We’re proud to be a Disability Confident employer. If you need any adjustments to support your application or interview, just let us know. We’re committed to helping you perform at your best.

At MAG, every journey matters. Our Colleague Communities play a big part in that: Women’s Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and the CAVU Global ID&E Affinity Group.