Front of House Duty Manager

People. Passion. Pride. This is what has driven our teams since 1833. Since that time, we have developed to become a critical partner in the global aviation industry, delivering time‑critical logistics services at 350 locations in more than 65 countries, across six continents. But at the heart of our business is our people.

Role Purpose

To actively be part of a dynamic team in the day‑to‑day running of the shift, including coordinating and allocating staff and resources to fulfil service standards for our customer airlines. To ensure our ground handling is delivered safely, on time and consistently in line with service level standards. You will be responsible for leading a team of Customer Service Agents and Customer Service Lead Agents.

What you will be doing

• Ensure consistent practices are in place for management of all aspects of the company handbook.
• Ensure all staff are fully updated and informed of all operational issues, company updates and station operational notices.
• Deliver daily team briefings.
• Ensure staff are fully trained in line with Airline operating procedures and comply with directives set by DFT and CAA.
• Ensure all passengers are kept updated and informed during any delay or disruption.
• Monitor content, timing, clarity and consistency of passenger announcements.
• Ensure all passengers are dealt with in an efficient and professional way.

Safety, Security, Wellbeing and Compliance

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for

• Must be able to demonstrate supervisory experience in a customer service role.
• Ground handling experience including detailed knowledge of Customer Services.
• Excellent people, communication and leadership skills.
• Ability to drive policies and procedures.
• Ability to communicate successfully at all levels, whilst leading and motivating your workforce.
• A track record of delivering against key performance targets excellent leadership and people skills.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.