Cabin Crew Manager

British Airways PLC; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A major airline in the UK is seeking a Cabin Crew Manager to lead and inspire a diverse team of Cabin Crew, ensuring exceptional customer service and operational standards are met. The role involves performance management, recruitment, and continuous improvement to create a high-performing and inclusive culture. Ideal candidates should have proven people leadership experience, excellent communication skills, and the ability to make decisions under pressure. This is a full-time position based on-site at Heathrow airport, with no hybrid or remote options.

Benefits

Staff travel benefits

Discounted airfares

Career development opportunities

Qualifications

• Proven experience in people leadership and performance management is essential.
• Ability to inspire others and deliver results.
• Excellent communication skills to build trusted relationships.

Responsibilities

• Lead all stages of the Cabin Crew lifecycle including recruitment and onboarding.
• Use data-driven insights to improve performance and engagement.
• Foster an inclusive culture and recognize achievements.

Skills

People leadership

Communication

Performance management

Coaching

Flexibility

Job description

The role: CABIN CREW MANAGER

Can you lead, coach and inspire our Cabin Crew to deliver exceptional customer service, maintain our reputation for safety and security but above all reach new heights of excellence?

Here at British Airways, we are looking for exceptional people leaders with the ability and passion to develop others and create outstanding colleague experiences.

As a Cabin Crew Manager, you will lead, coach, and empower a large and diverse team of Cabin Crew, playing a pivotal role in shaping both the colleague and customer experience. You'll take full responsibility for driving engagement, development, and performance, ensuring our Cabin Crew feel valued, supported, and inspired to deliver the very best onboard service.

This is a highly visible and influential leadership role, requiring confident decision-making, resilience, and the ability to navigate complex people and operational challenges in a fast-paced environment. Acting as a trusted and consistent point of contact, you'll provide guidance and support on both professional and personal matters, while role-modelling inclusive leadership, accountability, and excellence.

Please note:

This role requires 7-day coverage, including some weekend working.

It is not a hybrid or remote role and based in our Heathrow operational campus.

Sorry, Please consider this requirement prior to application.

What you'll do

• Lead all stages of the crew lifecycle, including recruitment, onboarding and offboarding, probation reviews, promotions, training, and talent development.
• Use data-driven insights to understand performance trends, hold regular reviews, and implement strategies that improve customer experience, productivity, and engagement.
• Foster a high-performing, inclusive culture through timely recognition, meaningful feedback, and development opportunities, inspiring your Cabin Crew to consistently deliver to our company standards.
• Build strong, trusting relationships where colleagues feel heard, valued, and supported, providing proactive engagement and pastoral care during absences or significant life events.
• Maintain a visible leadership presence across operational hubs, supporting day-to-day operations and key initiatives.
• Provide on-the-day people leadership, working closely with stakeholders to address incidents, welfare concerns, and complex people matters with sound judgment and confidence.
• Support Cabin Crew following onboard or down-route incidents through post-incident care and debriefs, ensuring appropriate actions and follow-up.
• Develop and maintain effective working relationships with Cabin Crew Trade Unions, contributing to positive industrial relations.
• Contribute to wider projects and initiatives, supporting continuous improvement across the Cabin Crew community.

What you'll bring to the role

• Proven people leadership and performance management experience, with the ability to set direction, inspire others, and deliver results. (Essential)
• A customer champion, with a clear focus on performance and continuous improvement.
• Excellent communication and influencing skills, able to build trusted relationships across all levels and functions. (Essential)
• Confidence to challenge constructively, manage ambiguity, and deliver difficult messages with empathy and clarity.
• A resilient, solution-focused approach, able to balance multiple priorities and make effective decisions under pressure. (Essential)
• Flexibility and adaptability, with the ability to adjust leadership style to different situations and individuals.
• Demonstrated experience in coaching and developing others to reach their full potential. (Essential)

What we offer

We believe that all the people who work with us should feel valued for the part they play. It 0is one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You'll also receive up to 30 discounted Hotline' airfares per year for yourself, friends, and family.

At British Airways you'll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don't expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we're committed to creating a culture where everyone feels that they can be themselves. We're looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.