Terminal Duty Manager - Gatwick in Crawley

We are easyJet – a FTSE-100 listed, £multi‑billion low‑cost airline that serves tens of millions of customers every single year. If you’re reading this, you have probably already been an easyJet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe. We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low‑cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.

What makes us easyJet? Our Promise Behaviours – we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easyJet.

Read on if you:

• Have experience working in a lean environment and are passionate about operational improvement
• Enjoy leading through empowerment, inspiring others, and driving continuous improvement

The Team

This role sits within our Gatwick team, reporting to the Head of Operations – LGW and forming part of our wider Operations Function. As the on‑shift point of escalation for all customer and partnership enquiries, you’ll be the face of easyJet at our flagship base, where no two days are ever the same.

The Role

As Terminal Duty Manager, you’ll be at the heart of our busy Gatwick operation, supporting over 25,000 customers every day. You’ll champion excellence, drive our culture of continuous improvement, and ensure our customers receive the high standards of service they expect. You’ll be the eyes and ears of easyJet, helping us understand where we can improve and embedding positive change for the long term.

Key Responsibilities:

• Acting as easyJet’s process and standards guardian at Gatwick, ensuring operational excellence
• Driving continuous improvement through objective analysis and constructive feedback
• Developing and deploying standard operating procedures for consistent customer service
• Conducting regular standards assurance audits across Gatwick operations
• Supporting advance planning and risk mitigation with ground operations, ICC, and customer teams
• Representing easyJet at daily briefings with internal and external stakeholders
• Proactively responding to issues and incidents, encouraging all parties to deliver service excellence
• Providing leadership support in complex scenarios

Requirements of the Role:

What we’re looking for:

• Inspirational leadership and the ability to communicate strategy effectively
• Experience in operational environments, with a focus on efficiency and continuous improvement
• Strong commercial awareness and understanding of high‑volume, low‑cost operations
• Ability to build strong relationships and communicate effectively at all levels
• Demonstrable ability to lead through empowerment and inspire others
• Experience in structured problem solving and operational improvement
• Ability to translate complex information for different audiences
• Eligibility to obtain an airside ID pass (5 years CRC and references)

What you’ll get in return:

• Up to 20% maximum bonus
• 25 days of annual leave + bank holidays
• Annual credit towards an easyJet holiday
• Various flexible benefits and extras

Practicalities

Reasonable Adjustments: At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at ma.recruitment@easyjet.com. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.