Cargo Operations Manager

PrimeFlight UK LTD; Hounslow; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading aviation services provider in Hounslow is seeking an Operational Manager to oversee cargo handling operations at Heathrow Airport. The role focuses on efficient management, compliance with standards, and maintaining customer satisfaction through effective leadership of a 24/7 team. Candidates should possess strong leadership skills, in-depth knowledge of aviation regulations, and excellent customer service abilities.

Qualifications

• Strong leader with excellent interpersonal and motivational skills.
• Ability to handle aviation freight movement requirements and procedures.
• Awareness of UK cargo customs and regulations.

Responsibilities

• Ensure compliance with company standards and service level agreements.
• Oversee day-to-day operations and communicate priorities.
• Manage staff levels and coordinate grievance or disciplinary proceedings.

Skills

Aviation freight movement techniques

Leadership and interpersonal skills

Customer service

Air Cargo Security measures

UK Cargo Customs procedures

Attention to detail

Fluent English communication

Education

CM security training

Tools

ABS applications and systems

Job description

PrimeFlight provides air carriers and airports with a wide range of aircraft, passenger, and security services to ensure the safe and reliable operation of their aircraft and the comfort of their passengers. Our team is focused on quality, safety, and providing a positive customer experience through all services offered. We strive to be a leading provider of aviation services and a strong business partner for our customers.

The PrimeFlight Group has 18,000 employees in over 235 airports across the globe, PrimeFlight and its network of subsidiaries, including Prime Appearance, Garsite, and Skytanking, continue to build and expand, innovating to better serve our clients.

PrimeFlight Cargo is a cargo and mail handler with a complementary Border Inspection Post (BIP) business operating at London Heathrow Airport. We believe that it’s the small things that matter - details, improvements and investments that make a collective difference for our customers, employees, partners, and the world we live in.

If you would like to be part of this service, putting our customers at the centre of what we do, then we would love to hear from you about joining our team.

In this role you will ensure effective Operational Management of our cargo handling Business across our Cargo sites at Heathrow Airport, maintaining efficiency and total customer satisfaction. You will do this by supporting and managing a team of Duty Managers who are on-site 24 / 7. All applicable policies and procedures must be always adhered to, and you will be responsible for ensuring compliance.

Role Responsibilities

• To ensure the operation is carried out in an efficient manner, and that company standards, policies, and procedures are complied with by all staff as well as ensuring Service Level Agreements are consistently met.
• Day‑to‑day communication with Duty Managers and the Cargo Manging Director, highlighting priorities, difficulties, and operational requirements.
• To monitor and manage agreed staffing levels to meet Customer SLA targets and Operational performance and productivity.
• To oversee and manage staff absence levels with the Duty Manager team and HR.
• To coordinate and attend grievance or disciplinary hearings as and when required.
• To oversee that staff probation periods, and further assessments are being carried out at the appropriate intervals.
• To oversee, review, amend, and implement operating standards and procedures resulting in the highest possible service levels to our customers.
• To manage and oversee the internal Operations System {ABS} and associated Airline systems.
• To address customer complaints in a professional and reassuring manner and to bring about an effective resolution. To communicate all customer complaints to the Cargo Managing Director in a timely manner.
• To maintain positive relationships with our existing customers by meeting with them face to face on a regular basis to ensure their complete satisfaction with the service provided.
• Liaise with regulatory bodies as required, e.g. CAA / HMRC / APHA / HSE.
• To manage the operation within budgeted costs and highlight areas where cost savings could be made.
• Internal project development, oversight and delivery.
• Continuous Improvement focus, Duty Roster and Workforce alignment / improvement to meet and improve productivity and cost analysis.
• To identify the training needs of the teams and arrange adequate and suitable training as required as well as being aware of industry mandatory training.
• To carry out regular internal quality assurance audits. Support and assist on Carrier / Customer requirements.
• Supporting the Airside Transport Manager in terms of Units in / out of the Facility in line with existing SLA agreements.
• Oversight and control of the Border Inspection Post activity – in line with their Duty Management.
• Supporting the HSSE Management on best practice, safety and security of the Staff, our Customers and Regulatory requirements.
• Cover and support the Operational Management and associated tasks when necessary – leave / short‑notice absence etc.
• Represent and portray the company in a professional manner whilst providing excellent communication to internal and external stakeholders.
• Working with the Finance team supporting Billing, Invoicing and Monthly accounts and reports.
• Completion of internal measures / reporting requirements Cargo for Business reviews and Budget requirements.

What we are looking for

• Highly knowledgeable in aviation freight movement techniques, requirements and procedures.
• Be a strong leader with excellent interpersonal and motivational skills, with the ability to assert authority, when necessary, whilst maintaining good relations.
• Excellent customer service and communication skills.
• Fully conversant with all related Air Cargo Security measures, controls and regulations.
• Awareness of related UK Cargo Customs / UKBF procedures and requirements.
• Fully conversant and understanding of ABS applications and systems.
• Must hold a full UK Driving License.
• Minimum level CM security training and ability to clear enhanced security vetting.
• Dangerous goods awareness or certified with the capability to undergo the relevant training.
• High levels of attention to detail with a good standard of numeracy and literacy. Able to communicate fluently in English, both written and oral.

PrimeFlight UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.