Airport Duty Manager

The Airport Duty Manager role exists to provide 24/7 accountability for the operational management of London City Airport. At all times, the Airport Duty Manager is the primary accountable person for the entire campus and Tactical Lead during emergency incidents.

Main Tasks And Responsibilities

• The Airport Duty Manager is the primary accountable person within the airport for all decisions and the point of contact in an operational crisis scenario.
• Accountable for the safety and security of all passengers and staff within the airport, and responsible for overseeing all incidents.
• Accountable for carrying out threat assessments in the event of any potential security threat, and act as required by the DfT and any Security operational procedures.
• Accountable for ensuring all passengers experience a world class level of customer service, as defined by CAA NPS, throughout the customer journey and any issues are immediately resolved.
• Accountable for reporting all operational defects to Building Services relating to the maintenance and cleanliness of the airport.
• Accountable for investigating all customer and staff accidents that occur within the airport and calling upon expertise where required from the Health & Safety Business Partner to prevent reoccurrence.
• Accountable for the delivery of CAA targets and regulation for passengers with reduced mobility.
• Accountable for resolving complaints, and general airport enquiries – ensuring they are cascaded where appropriate and following up that issues are resolved / closed to the satisfaction of the customer. This includes in person, online and through social media.
• Accountable for all construction disruption management; and that all building works are signed off as meeting safety and security requirements prior to being accessed by staff and customers.
• Accountable for creating and maintaining/updating all relevant manuals, procedures, Instructions, Risk Assessments and Business Continuity Plans relevant to the airport operation and customer journey.
• Accountable for building and maintaining great relationships with all key airport partners including, but not limited to, ground handling agents, airlines, TfL and all London City Airport service providers.
• Accountable for building and maintaining great relationships with all key regulatory bodies such as the DfT, CAA, EASA, ISO and the HSE; using this partnership to improve working practices and always meeting compliance standards.
• Responsible for delivering the Airport Strategy by working with the appropriate internal stakeholders.
• Responsible for ensuring the Security of the site is maintained and the integrity of the Critical Part is not jeopardised in partnership with the Security Performance Delivery Manager and Security Management team.
• Responsible for maintaining an overview of airfield and aircraft operational teams performance and potential disruption scenarios in partnership with the Airside teams.
• Promote and develop the Airport’s Security Management System (SeMS) and Quality Management System (QMS) in partnership with DfT, CAA, ISO and other stakeholders, in order to exceed the standards.
• Assisting & Driving cultural change within the business, with the aim of improving compliance, productivity, customer experience and reducing costs.
• Assisting the delivery of the Airport business plan and strategy plan.
• Assisting presenting to the Executive Team, and Leadership team as well as external bodies with a high degree of confidence and professional presence.
• Where required, influence, effect and drive change, to meet the demands of the CO and business requirements, promoting effective communication both internally and externally on all matters relating to the CO ensuring collaborations between all stakeholders.
• Driving proactive programmes which reflect the changing needs of the customer and deliver the standards measured by the ASQ data survey.
• Embrace and embed a safety, quality, security, environmental work culture across all areas of responsibility, influencing a step change in safety integration; ensuring that the team meets regulatory and statutory requirements in regards, HR, Safety, Quality, Security & Environment in accordance with LCY Policies and Procedures.
• Share best practice across industry sectors and learning and implementing lessons from relevant incidents in other organisations, are important to maintain the currency of corporate knowledge and competence

Key Competencies

• Knowledge of Airport Operations/CAA/DfT regulation (Essential)
• Experience and knowledge gained in a role with direct accountability for delivery customer excellence.(E)
• Experience in developing and delivering a customer strategy (E)
• Knowledge of Security Management System (E)
• Knowledge of Quality Management System (E)
• Knowledge of Environmental Management System (E)
• Health and Safety competence (E)
• Significant experience within customer service delivery (E)
• Proven Leadership qualities and experience (E)
• Experience of working with complex data to draw insight. (E)

Qualifications

• Educated to degree level or equivalent experience – Customer Management, Service Delivery (Essential)
• Excellent written and oral communication skills. (E)
• Postgraduate qualification in a related field. (Desirable)

Specialist Skills & Knowledge

• Expertise in working within an operational environment on an airfield. (E)
• Computer literate familiar with Microsoft excel, word and PowerPoint (E)
• Excellent written and verbal communication skills (E)
• Ability to analyse and interpret data – driving insights and recommendations for improvement (E)
• Presenting technical information to different stakeholders. (E)
• Ability to deliver results often through others (E)
• Developing systems (records, working systems etc) (E)

Personal Characteristics

• Leadership (E)
• Professional (E)
• People person (E)
• Collaborative, team player (E)
• Ability to engage (E)
• Attention to detail (E)
• Organised and methodical (E)
• Able to work under own initiative (E)
• Ability to work under pressure and to deadlines (E)
• Ability to communicate at all levels (E)

Working Hours

Full time 42 hours per week

12 hour shifts including night shift

As an operational manager, on occasion you will be required to work outside of the stated hours and days in order to maintain customer operations processes.

Benefits

• Free onsite parking
• Access to discounted Private Medical Insurance for you and immediate family
• Medicash Cash plan
• On site Physiotherapist
• Discounted Gym Membership at many local facilities
• Staff discounts at most of retailers on site & some local restaurants & hotels
• Enrolment into company AE pension scheme
• Access to Salary sacrifice pension scheme
• Bereavement Counselling
• Cycle 2 Work salary sacrifice scheme
• Hastee Pay Advances
• 25 Days Annual leave
• LCY Central discount website
• Annual performance related bonus
• Annual Season Ticket Loan
• Holiday Buy scheme (Ability to purchase up to 1 weeks A/L per year)
• Access to Salary Sacrifice Car leasing Scheme

Closing Date: midnight {Expiry Date}

London City Airport is one of the largest private sector employment sites in the London Borough of Newham. We offer a wide range of interesting and challenging career opportunities for the local community.

With over 2,000 employees here, working either directly for London City Airport Limited or for one of our concession partners, airlines, or other business partners on site, the scope for career satisfaction and progression is huge.

London City Airport is an Inclusive Employer.

At London City Airport we respect and celebrate each other’s individual differences. We embrace all backgrounds and abilities of all team members and we work closely with our Inclusion Group A Voice for all to ensure we are an inclusive workplace.

Please note that we only ask candidates to go through the necessary security checks (Criminal Record Checks or CRC) once a position has been offered. If you are approached by a third-party site offering to manage the process for you, please ignore it.

London City Airport Ltd is not currently delivering a Graduate Training Programme but we do run a Work Experience Programme. Please to find out more.

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