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A leading regional airport is seeking a Customer Experience Manager – Assisted Travel to ensure compliant and effective service delivery. You will lead a team focused on assisting passengers, collaborating with stakeholders to enhance service accessibility. Ideal candidates are proven leaders with excellent relationship-building skills and a passion for customer experience. This role offers full-time working hours, competitive salary, and opportunities for career progression and professional development.
Customer Experience Manager
Internal Job Title: Customer Experience Manager – Assisted Travel
At Leeds Bradford Airport, Assisted Travel is a critical part of our daily operation. As Customer Experience Manager – Assisted Travel, you will be responsible for ensuring these services run consistently to standard, supporting the teams who deliver assistance to passengers and maintaining compliance, process, and service expectations across the operation.
You’ll be joining one of the UK’s fastest-growing regional airports, committed to employing high-quality people who share our ambition and dedication to excellent customer service. Living our values to Be the Best, Work as One Team and Do the Right Thing, you will help ensure Assisted Travel services are well organised, well supported and delivered in line with our operational requirements as we continue to grow and prepare for the next phase of our terminal regeneration.
In this role, you will ensure that Assisted Travel services enable all passengers to access air travel confidently and safely. Your focus is on making sure the operation is fully equipped, guided, and supported so that Customer Experience Supervisors and their teams can deliver assistance reliably and efficiently.
You will lead Customer Experience Supervisors, supporting them in managing their teams to provide consistent, high-quality assistance. Your focus will be on keeping the service organised, resolving issues as they arise, and maintaining continuity across the operation. You will be expected to take ownership of operational challenges, investigating and resolving issues directly where appropriate.
Collaboration with internal teams and external partners, including local assisted travel groups, is an essential part of the role. By working closely with these stakeholders, you will help identify opportunities to improve service and accessibility, ensuring that passengers receive a safe, welcoming, and well‑managed experience every day.