Duty Manager

Harrods Aviation; Bentfield; On-site; GBP 46,000 - 62,000; Full time

Benefits offered by this job

Enhanced annual leave

Job summary

Harrods Aviation is recruiting two Duty Managers for its Stansted base. The role involves assisting the Base Manager, supervising aircraft handling, and delivering premium customer service during shifts.

You will lead a two-person team, set service standards, and act as brand ambassadors while ensuring efficient operations and staff development. Ideal candidates have senior-level experience in high-pressure customer service or operational environments, preferably in aviation, and hold a full UK

Qualifications

• Senior-level experience in customer service or operational environment (aviation preferred).
• Able to work flexible shifts including nights and weekends.
• Excellent communication and interpersonal skills.
• Full driving licence and access to own transport.
• Right to live and work in the UK (no sponsorship).

Responsibilities

• Oversee all departments during shifts and ensure efficient ground handling.
• Lead and manage team on shift; delegate tasks and set standards.
• Maintain premium customer service and brand promise.
• Be ambassador for the company to customers and staff.
• Ensure timely execution of operations and compliance with security ID requirements.

Skills

Customer service

Leadership

Communication

Diplomacy

Job description

Harrods Aviation is a widely recognised leading company in the General (Private) Aviation industry. We are committed to employing the very best individuals who can demonstrate and deliver the very highest level of customer service.

We are currently recruiting for two Duty Managers to join our established team at our Stansted base.

The roles are permanent and full-time.

The Role

As a Duty Manager, your role will be to assist and support the Base Manager/Deputies in the running of all departments during the shift period and oversee all aspects of aircraft handling, ensuring an efficient ground performance which meets Harrods Aviation customer expectation and premium brand promise.

A key role within the team, you will be required to set the climate of each shift, ensuring that the level of customer service is of a premium standard which is second to none. In doing so, you will demonstrate your abilities to be professional, quick thinking and very adaptable. You will be responsible for day-to-day operational performance, delegating to your team as appropriate, and challenging the status quo.

As part of a team of two, you will present a united image to customers and staff alike, ensuring that you act as ambassadors for the Company at all times, and ensuring consistency in your approach to internal and external requests and demands.

You will be responsible for all people management within the team on your shift, as well as ensuring that you maximize the efficiency of the team whilst setting a meticulous example for all staff to follow.

The Hours

Harrods Aviaiton operates 24 hours per day, 7 days per week, 365 days per year – as a result, the successful applicant must be flexible and professional.

You will be required to work as part of a team which will include working days, lates, nights, weekends and bank holidays.

This role will operate on a 3 on 3 off shift pattern (0800 - 2000), hours will average 40 a week, although flexibility is required as at times you may need to alter your hours to accommodate the needs of the operation.

The Successful Candidate

The successful candidate will demonstrate a positive outlook, a professional and diplomatic manner and the confidence to challenge others in order to gain the best outcome for the business.

Experience at a senior level in a high pressure customer service or operational environment is essential, ideally from an aviation or airline background.

You will be required to provide an exceptionally high level of service and be responsible for ensuring that business needs are met in a timely and appropriate manner. The ability to prioritise in an ever changing environment, remain calm and adapt under pressure are essential for the role. You should have an organised, diplomatic and flexible approach with strong interpersonal skills.

You must also maintain a professional appearance and manner even in sometimes difficult circumstances.

Excellent communication skills combined with courtesy and integrity are also important. Good administration skills and computer literacy are essential.

Due to the varied working hours of this role, public transport may not always be an option and therefore it is essential that candidates hold a full driving licence and have access to their own transport.

Please note the company is NOT able to offer sponsorship for this role so candidates must already possess the right to live and work in the UK.

You will also need to have a 5 year checkable history in order to obtain an airport ID pass.

Basic Salary - £54,023

Enhanced annual leave entitlements (6.6 weeks increasing to 7 with length of service)