Duty Manager

dnata; Guildford; On-site; GBP 30,000 - 45,000; Full time

Job summary

dnata, a leading provider of ground handling services, is seeking a Duty Manager to enhance operations at Gatwick Airport. This critical role focuses on team leadership and operational excellence, ensuring compliance with safety standards and customer satisfaction. Join a dynamic team committed to professional growth and service quality in a thriving aviation environment.

Qualifications

• Proven experience in a supervisory or managerial role within airport ground operations.
• Strong understanding of aviation safety standards and regulations.
• Excellent communication and interpersonal skills.

Responsibilities

• Ensure safety standards across all ramp operations.
• Deliver operational performance in line with SLAs.
• Lead and manage staff performance, including training and coaching.

Skills

Leadership

Operational Excellence

Customer Service

Problem Solving

Education

Experience in airport ground operations

Tools

Operational systems

Capita

Job description

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Are you a natural leader with a passion for operational excellence and team development? dnata is looking for a dedicated and experienced Ramp Duty Manager to join our dynamic team at Gatwick Airport. In this key role, you will take ownership of the dispatch, ramp, and belt departments, ensuring the smooth and efficient delivery of ground handling services. You'll be instrumental in executing operational plans that meet and exceed service level agreements, while consistently delivering on customer expectations. As a champion of dnata's Vision, Mission, and Values, you'll inspire your team to uphold the highest standards of safety, service, and professionalism in every shift

Key Responsibilities

• Ensure a safe working environment by actively managing Health & Safety standards across all ramp operations.
• Deliver operational performance in line with agreed Service Level Agreements (SLAs) and customer expectations.
• Collaborate effectively with the wider management team across all departments to ensure seamless service delivery.
• Prepare and present accurate, factual reports for customers and key stakeholders as required.
• Lead and manage all aspects of staff performance, including attendance, sickness, annual leave, and payroll matters.
• Address daily staffing issues, including disciplinary actions, training needs, performance assessments, coaching, and motivation.
• Operate within budgetary constraints while maintaining high service standards.
• Provide the team with clear direction and expectations through regular communication and operational updates.
• Maintain a strong focus on customer service and operational excellence at all times.
• Uphold a disciplined, professional, and motivated workforce.
• Build and maintain strong working relationships with customers and third-party suppliers.
• Ensure full compliance with all CAA and airport authority regulations and procedures.
• Monitor and update Capita anomalies in a timely and accurate manner.
• Represent the department in internal and external meetings, including GAL conference calls.
• Conduct regular performance reviews and one-to-one sessions with team members.
• Provide cover for fellow Duty Managers during periods of annual leave or absence.
• Undertake any additional duties as required by management, appropriate to the role.
• Actively promote and embody dnata's Vision, Mission, and Values in all aspects of the role.
  
  

Qualifications And Experience

• Proven experience in a supervisory or managerial role within airport ground operations, preferably in ramp or dispatch services.
• Strong understanding of aviation safety standards, airport regulations, and CAA compliance requirements.
• Demonstrated ability to lead, motivate, and develop high-performing teams in a fast-paced, operational environment.
• Excellent communication and interpersonal skills, with the ability to liaise confidently with internal teams, customers, and third-party stakeholders.
• Sound decision-making and problem-solving abilities, especially under pressure or in time-critical situations.
• Proficient in using operational systems and reporting tools; experience with Capita is an advantage.
• Financial awareness with the ability to manage resources effectively within budgetary constraints.
• Flexible and adaptable, with a willingness to work shifts, weekends, and cover for other Duty Managers as required.
• A commitment to upholding dnata's Vision, Mission, and Values in all aspects of the role
  
  

If you're ready to take the next step in your aviation career and thrive in a role where leadership, precision, and service excellence are key, we'd love to hear from you. At dnata, we're proud to foster a culture of collaboration, growth, and integrity—where every team member plays a vital role in delivering exceptional service. Join us at Gatwick and be part of a global organisation that's shaping the future of ground handlin

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Airlines and Aviation

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