Front of House Duty Manager - Manchester Airport

Skytanking Havacılık Hizmetleri A.Ş.; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading ground handling service provider in Manchester is seeking a Front of House Duty Manager. This role involves overseeing service delivery in line with airline standards, managing staff performance, and ensuring compliance with safety regulations. The ideal candidate will have experience in the aviation sector, strong leadership skills, and a commitment to excellent customer service. We offer a pension scheme, employee assistance program, and other benefits for the right individual.

Benefits

Pension

Cycle to Work

Employee Assistance Programme

Life Assurance

Discounted Gym Membership

Discounted Shopping Platform

Qualifications

• Experience working at Supervisory/management level in the aviation industry.
• Ability to provide a 5-year history with no gaps.
• UK residency for the last 5 years.

Responsibilities

• Proactively promoting service delivery and safety.
• Managing front of house staff performance and appraisals.
• Conducting internal audits and ensuring compliance.
• Organizing workload and scheduling resources.
• Supporting the general airport operation.

Skills

Excellent communication skills

Leadership abilities

Knowledge of ground handling operations

Customer service excellence

Organizational skills

Education

Customer Service Qualification

Degree level or Equivalent

Job description

Who we are

At Skytanking Aviation Services ENG Limited we run an excellent service for our airline customers at Manchester Airport. It’s a busy operation but we go further to ensure we maintain a high standard of safety and service as we put our customers at the centre of our operations.

This is a great opportunity to join our growing ground handling business. Timescales can often result in a tight turnaround therefore you will need to be a good timekeeper, flexible when a flight schedule changes last minute and reliable as you are managing a dedicated team, so we need to be confident that you are committed.

We take pride in our part of enabling our customers to make the right connections at the right time. 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, and join a young but innovative business putting our customers at the centre of what we do, then we would love to hear from you.

Your tasks

Pro-actively promoting first class service delivery and high levels of safety and service, providing support, guidance and advice to managers, supervisors and employees in order to achieve health, safety, environmental and quality objectives and ensure compliance with company and legislative requirements and support to the Airport management team in managing business strategy and implementation of company initiatives.

A well organised self-starter with an extremely high sense of service delivery and customer service. Excellent communication and organisation skills, with a natural ability lead teams and foster relationships across multiple departments.

Required

Working for Skytanking Aviation Services, the Front of House Duty Manager will be fully knowledgeable in all of the based Airlines products and services and will be a key point of contact for SAS and the airline for all issues relating to the airlines passenger handling operation. The Front of House Duty Manager will be responsible for the line management of the ‘front of house’ staff and assist with the Service Delivery Manager role for airline(s) as/where required. Also to provide all necessary support and system management required by the company including but not limited to:

• Ensure Skytanking Aviation Services is delivering the Airlines product, and working in compliance with the Airlines standards, policies & procedures in all areas. This includes driving change to implement the Airlines developments & initiatives.
• Develop and maintain effective working relationships with other partners & service providers to resolve obstacles and ensure optimum working relationships for a smooth operation.
• GHM Management and Supervision: Ensuring that all Station Instructions have been filed and communicated to all staff, and enacted locally as required.
• Investigate and respond to Front of House attributable delays, incidents and customer complaints and ensure follow up actions are implemented to prevent recurrence.
• Identify trends and take preventative and corrective action.
• Conduct weekly/monthly internal audit checks using approved Audit Forms. Ensure actions to address issues and trends are identified and implemented. Provide weekly/monthly reports to Airlines to confirm findings and actions. Audits must cover the passenger services operation.
• Assist the Landside Operations Manager with the day to day operation, to include but not limited to, rostering and operational coverage, management of sickness and absence in line with company policies and procedures.
• Responsible for staff performance and appraisals , performing investigations and disciplinary hearings in a timely manner.
• Maintain statistics and monitor all aspects of Passenger Services operational performance for the Airlines product. E.g. Excess baggage collection, immigration refusals, ASR/CSR/MOR occurrences, audit findings.
• Work within regulatory framework ensuring processes is compliant with Civil Aviation Authority, EASA and Health, Safety and Environment legislation.
• Participate in regulatory audits including close out audit action trackers.
• Support the general airport operation by recognising the need to undertake front line duty role where traffic flow or adverse conditions demands.
• Organising workload, balancing priorities and scheduling resources.
• Any other reasonable duties requested by the line manager.

Your profile

Key Attributes

• Excellent communications skills in order to convey information to staff and other parties, using written or oral skills:
• Excellent working knowledge of the ground handling operation, current customer requirements and daily, weekly documentation.
• An excellent knowledge of the Airlines product.
• Excellent people skills in order to motivate and lead effectively in difficult situations while under operational pressure.
• High standard of personal expectation and the ability to lead by professional example
• The ability to quickly and accurately assess situations and instigate corrective actions
• The ability to Plan and organize
• A thorough knowledge of Health and Safety policies.

Qualifications

• Customer Service Qualification
• Degree level or Equivalent

Experience

• Experience working in the aviation industry at Supervisory/management level for a handling agent, airline or airport.
• Certificate in team leadership

Must be able to

• without exception, provide a 5-year history (with no gaps) including work and none work activities.
• Have be a UK resident for the last 5 years
• Would you be able to acquire a clear DBS certificate?

We Offer You

• Pension
• Cycle to Work
• Employee Assistance Programme
• Life Assurance
• Discounted Gym Membership
• Discounted Shopping Platform

Your contact

Please send us your application exclusively via the online application form.
In case of questions, please don't hesitate to reach out to [e-mail]

Skytanking Aviation Services ENG Limited
A PrimeFlight company

About Us

At Skytanking, we have been providing aviation-related services since 1999. In addition to aviation fuelling, our portfolio includes ground handling, tank farm and hydrant management, investments in fuelling infrastructure, and engineering services. Our customers include airlines, airports and oil companies. Our 3,000 employees refuel an aircraft every 25 seconds on average at more than 93 airports in 15 countries in Europe, Asia, Africa and Australia. Skytanking is a 100% subsidiary of PrimeFlight Aviation Services Inc., which employs around 8,000 people at more than 220 airports.