Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and enhance passenger experience while managing operational incidents at busy terminals.
- Company: Join a leading UK jobs board focused on age inclusivity.
- Benefits: Flexible job share position with opportunities for growth and development.
- Why this job: Make a real difference in passenger experiences and operations at major airports.
- Qualifications: Experience in managing teams and delivering high-performance standards in customer service.
- Other info: Dynamic role with a focus on continuous improvement and stakeholder engagement.
The predicted salary is between 36000 - 60000 £ per year.
This job description outlines the responsibilities and qualifications for the Passenger Experience Manager role. This is a job share position located at Terminal 2, 3 and 5.
Responsibilities
- You will act 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. This includes coordinating contingency plans and driving the safe and efficient restoration of normal operations, while safeguarding the welfare of all terminal users.
- A key part of the role is understanding passenger insights, real-time terminal performance, and the current passenger experience. You will proactively identify and implement interventions to enhance performance and resolve passenger issues within the terminal.
- You will manage 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.
- You will also oversee the performance of the trolley operation, ensuring safe working practices and that availability targets are met.
- As a leader within the terminal, you will inspire, motivate, and support Passenger Service Assistants as an essential part of the operation.
Qualifications
- 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.
Passenger Experience Manager in Hounslow employer: Heathrow Airport
Contact Detail:
Heathrow Airport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Passenger Experience Manager in Hounslow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with professionals on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and understanding their values. Tailor your responses to show how your experience aligns with their mission, especially in enhancing passenger experiences and managing operational incidents.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to build your confidence. Focus on articulating your past experiences in managing teams and resolving issues, as these are key for the Passenger Experience Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Passenger Experience Manager in Hounslow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Passenger Experience Manager role. Highlight your experience in managing teams and handling operational incidents, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples that demonstrate your ability to improve performance and manage relationships with stakeholders. This will help us see the impact you've made in previous roles.
Be Clear and Concise: When writing your application, be clear and concise. We appreciate straightforward communication, so avoid jargon and get straight to the point. This will make it easier for us to understand your qualifications and fit for the role.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us during the hiring process!
How to prepare for a job interview at Heathrow Airport
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Passenger Experience Manager. Familiarise yourself with operational incidents and how to manage them effectively. This will help you demonstrate your knowledge and show that you're ready to tackle the challenges head-on.
✨Showcase Your People Skills
Since this role involves managing relationships with various stakeholders, be prepared to discuss your experience in building and maintaining these connections. Share specific examples of how you've influenced teams or resolved conflicts in high-pressure situations to highlight your interpersonal skills.
✨Highlight Continuous Improvement Initiatives
Employers love candidates who can drive change. Come prepared with examples of how you've initiated and delivered continuous improvement in previous roles. This could be anything from enhancing customer service processes to implementing new technologies that improved efficiency.
✨Demonstrate Resilience and Problem-Solving
Operational disruptions are part of the job, so be ready to discuss how you've handled similar situations in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your ability to remain calm and effective under pressure.