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Customer Experience Manager

Leeds Bradford Airport Ltd

Leeds

On-site

GBP 80,000 - 100,000

Full time

15 days ago

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Job summary

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.

Benefits

Competitive salary
Full-time flexible hours
Career progression opportunities
Access to professional development
Unique working experience at a growing airport

Qualifications

  • Proven leadership experience in team management.
  • Passion for customer experience excellence.
  • Strong internal and external relationship management skills.

Responsibilities

  • Ensure Assisted Travel services enable confident air travel.
  • Lead Customer Experience Supervisors in delivering high-quality assistance.
  • Collaborate with internal teams to enhance service delivery.

Skills

Leadership
Customer experience
Relationship building
Analytical skills
Excel literacy
Calm under pressure
Decision-making
Job description
Job Advert

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.

What your Day-to-Day will Feel Like

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.

What is in it for You
  • Salary: Competitive, reflecting the responsibility of managing Assisted Travel operations.
  • Hours & Working Pattern: Full‑time, based on a standard working week with flexibility to support operational needs.
  • Career Progression: Opportunities to grow within Customer Experience and across wider airport operations.
  • Training & Development: Access to professional development, including operational training, internal workshops, and exposure to cross‑department projects.
  • Unique Experience: Work in a high‑profile, purpose‑driven role at a fast‑growing regional airport, where you are empowered to lead, trusted to make decisions, and drive improvement independently while collaborating with teams and external partners to make air travel accessible to all.
What We’re Looking For
  • A proven leader with experience managing teams.
  • A passion for delivering the best possible customer experience.
  • Experience in building strong internal and external relationships.
  • A commitment to doing the right thing—ensuring safety, compliance, and operational excellence.
  • Strong analytical and Excel literacy.
  • Ability to remain calm and effective under pressure in a live operational environment.
  • Self‑driven, with a strong sense of ownership and accountability for outcomes.
  • A confident decision‑maker, comfortable working autonomously while fostering collaboration across teams.
  • Ability to pass Criminal Record Check, Counter Terrorism Check, and vetting requirements.
  • Ability to provide a continuous five‑year checkable work and education history and explain any gaps over 28 days.
Your Application Journey
  1. Submit your application online via this portal, completing all required sections.
  2. Shortlisted candidates will be invited to attend an interview in February 2026.
  3. Successful candidates will be offered the role, subject to satisfactory references and vetting.
  4. Your start date will be confirmed once your contract is finalised.
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