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- Tasks: Build strong relationships and ensure a seamless passenger experience at the terminal.
- Company: Join Heathrow, a leading airport with endless opportunities.
- Benefits: Competitive salary, flexible hours, and career development.
- Why this job: Make a real impact on passenger experiences in a dynamic environment.
- Qualifications: Experience in managing teams and strong stakeholder relationship skills.
- Other info: Be part of a high-profile operation with excellent growth potential.
The predicted salary is between 36000 - 60000 £ per year.
You will build strong, collaborative relationships with internal and external partners including airlines, handling agents, Border Force, retailers, other operators, and internal departments to ensure effective delivery of the daily terminal operating plan and a seamless passenger experience.
This is a job share position located at Terminal 2, 3 and 5.
Your role includes:
- Acting as a primary point of response for operational incidents within the terminal, liaising directly with APOC in the event of disruptions to the operating plan, or during fire, health, safety, security, or other operational incidents.
- Coordinating contingency plans and driving the safe and efficient restoration of normal operations, while safeguarding the welfare of all terminal users.
- Understanding passenger insights, real-time terminal performance, and the current passenger experience.
- Proactively identifying and implementing interventions to enhance performance and resolve passenger issues within the terminal.
- Managing on-shift relationships with third-party partners such as Passenger Ambassadors, the PRM service provider, and Border Force ensuring resources are deployed in line with the operating plan and that service level agreements are upheld.
- Overseeing the performance of the trolley operation, ensuring safe working practices and that availability targets are met.
- Inspiring, motivating, and supporting Passenger Service Assistants as an essential part of the operation.
Essential Skills:
- Experience in managing large shift working teams to deliver consistently high-performance standards in a large volume, complex and high-profile customer facing operation.
- Experience and confidence of successfully managing relationships and influencing a complex group of stakeholders.
- Evidence of initiating and delivering continuous improvement.
- Demonstrable capability, confidence, and resilience in responding to operational disruption and incidents.
Join Heathrow and discover unlimited opportunities to make a difference.
Passenger Experience Manager in London employer: Entertainity AB
Contact Detail:
Entertainity AB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Passenger Experience Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to current employees at Heathrow. Building relationships can open doors that applications alone can't.
✨Tip Number 2
Show your passion for passenger experience! When you get the chance to chat with hiring managers or during interviews, share your insights on improving passenger journeys. This will demonstrate your commitment and understanding of the role.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle operational incidents or improve team performance. Use real-life examples to showcase your problem-solving skills and ability to manage relationships with stakeholders.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Heathrow and ready to make a difference in passenger experience.
We think you need these skills to ace Passenger Experience Manager in London
Some tips for your application 🫡
Know the Role Inside Out: Before you start writing, make sure you really understand what the Passenger Experience Manager role is all about. Dive into the job description and highlight key responsibilities and skills. This will help you tailor your application to show how you fit the bill.
Showcase Your Experience: When you're putting together your application, don’t just list your previous jobs. Instead, share specific examples of how you've managed teams, handled operational incidents, or improved passenger experiences. We want to see your impact!
Be Personable and Professional: While we love a friendly tone, remember to keep it professional too. Use clear language and avoid jargon unless it’s relevant. Show us your personality, but also that you can communicate effectively with stakeholders and partners.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you’ll find all the info you need about the role and our company culture there!
How to prepare for a job interview at Entertainity AB
✨Know Your Stakeholders
Before the interview, research the key stakeholders you’ll be working with, such as airlines and Border Force. Understanding their roles and how they interact with passenger experience will help you demonstrate your ability to build strong relationships.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully managed operational incidents in the past. Highlight your ability to coordinate contingency plans and restore normal operations while ensuring passenger safety and satisfaction.
✨Emphasise Continuous Improvement
Be ready to discuss specific initiatives you've led that improved performance or resolved passenger issues. This shows your proactive approach and commitment to enhancing the overall passenger experience.
✨Demonstrate Leadership Qualities
Think of instances where you've inspired or motivated a team, especially in high-pressure situations. Share these stories to illustrate your capability to lead Passenger Service Assistants effectively.
