Station Duty Manager

Skytanking Holding GmbH; Metropolitan Borough of Solihull; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading aviation service provider is seeking an experienced Manager to lead the Ramp and Passenger services team. You will supervise front of house and Airside operations, ensuring compliance with safety and regulatory standards. Ideal candidates have at least 5 years in aviation management and demonstrate strong leadership, customer service, and communication skills. This role offers opportunities for career growth in a dynamic environment.

Qualifications

• At least 5 years’ experience working in the aviation industry at management level.
• Strong communication skills, verbal and written.
• Precise attention to detail.

Responsibilities

• Lead and supervise the Front of house team and Airside Operational Team.
• Allocate and monitor duties for operational responsiveness.
• Ensure compliance with HSQE policies and safety standards.

Skills

Leadership

Communication

Customer Service

Planning and Organizing

Education

Degree level or Equivalent

Job description

Pro-actively promoting first class service and delivery high levels of safety and service, providing support, guidance and advice to supervisors and employees 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 in both Front and Back of house departments.

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.

Working in the Ramp and Passenger services department actively supporting and directing the Operations & Dispatch team, ensuring consistent delivery of high-performance standards in the provision of the smooth, timely and accurate processing of Aircraft turnaround.

You should be able to demonstrate a hardworking, adaptable attitude and be able to thrive on variety in the workplace.

Your tasks

• Lead and supervise the Front of house team and Airside Operational Team including check-in, boarding, operations & Dispatch staff during daily shifts.
• Allocate and monitor duties to ensure full coverage and real-time operational responsiveness.
• Re-structure and coordinate flight schedules during disruptions, diversions, or weather impacts.
• Serve as the focal point for operational updates—broadcasting flight programme changes, delays, and performance metrics to relevant airport stakeholders.
• Ensure daily completion of audits: Flight File Checks, AAA compliance, Weight & Balance checks, turnaround inspections, and GSE/equipment reviews.
• Ensure Passenger Services and Lounge operations are included in routine audits.
• Maintain accurate and controlled documentation; ensure compliance with all regulatory and airline-specific requirements for both Front and back of house department.
• Managing rosters, attendance, leave planning, and overtime to ensure adequate coverage.
• Conduct staff performance reviews, appraisals, and ensure training is current and documented.
• Deliver corrective and developmental coaching based on observed trends, audit results, and airline feedback.
• Supervise GHM (Ground Handling Manual) management: ensure manual updates are distributed, communicated, and implemented across the team.
• Build effective working relationships with airline representatives and third-party providers.
• Attend regular operational review meetings with airline and airport authorities.
• Manage delay reporting and investigations, communicating outcomes to relevant stakeholders.
• Ensure timely and accurate communications including SITA messages, OTP data, Daily Staff Sheets, and GSE maintenance reports.
• Support and implement airline initiatives and service developments across the operation.
• Ensure compliance with Skytanking Aviation Services’ HSQE policies and safety standards.
• Undertake safety tasks such as incident response, investigation, and closure of safety reports
• Provide HSQE guidance and support to teams for function-specific safety compliance.
• Stay informed of changes in HSQE standards and update procedures accordingly.
• Track and report KPIs, OTP (On-Time Performance), and service-level metrics.
• Maintain and analyse statistics related to excess baggage, immigration refusals, audit findings, and operational incidents (e.g. ASR/CSR/MOR).
• Identify patterns and trends; proactively implement corrective actions.
• Provide hands-on support during high-traffic periods or adverse operational conditions.
• Be available to undertake front-line duties when required to maintain airport flow.
• Any other reasonable duties requested by the line manager.

Your profile

• At least 5 years’ experience working in the aviation industry at management level for a handling agent, airline or airport.
• Degree level or Equivalent
• Ensure all Airline Service Level Agreements/Key Performance Indicators are met or exceeded
• Compliance of all CAA, HSE, Airline(s) and LSACL procedures.
• Leadership, Delivery and ownership of providing an excellent and efficient standard of customer service to both internal and external parties.
• Ability to perform all tasks with accuracy, efficiency and in a safe manner within defined time constraints
• Ability to use initiative and be proactive
• Planning and organising
• Strong communication skills, verbal and written
• Precise attention to detail