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For Companies At a Glance
- Tasks: Lead and innovate Assisted Travel services, ensuring compliance and enhancing passenger experience.
- Company: Join OCS UK & Ireland, a top facilities management company with a commitment to excellence.
- Benefits: Enjoy a competitive salary, flexible hours, and a supportive work culture.
- Other info: Diverse and inclusive workplace that values your unique background and perspective.
- Why this job: Make a real difference in passenger assistance while shaping the future of travel services.
- Qualifications: Senior leadership experience in aviation or regulated services, with strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
About The Company
OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award‑winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.
About The Role
Predominantly Monday to Friday 09:00-17:30 with flexibility needed according to business requirements. This role will be subject to full vetting requirements in line with the CAA and Airport's ID centre.
Role Purpose
The General Manager – Assisted Travel is responsible for setting the strategic direction and future development of Assisted Travel services. The role ensures services are compliant with CAA standards, financially sustainable, and continuously improving to meet future passenger demand.
Key Responsibilities
- Lead the overall Assisted Travel strategy and future service model
- Ensure full CAA and regulatory compliance
- Oversee Assisted Travel performance against SLAs and service standards
- Develop long‑term workforce and planning strategies
- Drive operational and financial efficiency
- Lead innovation and improvement initiatives
- Manage senior stakeholder relationships (airport, airlines, regulators)
- Own Assisted Travel governance, risk, and assurance processes
- Champion passenger dignity, safety, and inclusion
Financial & Commercial
- Accountable for Assisted Travel budgets and cost control
- Balance service quality with productivity and efficiency
- Support business planning and future investment cases
People Leadership
- Build a strong, capable leadership team
- Support training, engagement, and retention
- Promote a positive safety and compliance culture
Skills & Experience
- Senior leadership experience in aviation, transport, or regulated services
- Good understanding of Assisted Travel or accessibility services
- Experience working with regulators and complex stakeholders
- Proven strategic and improvement leadership
- Strong communication and decision‑making skills
Success Measures
- Consistent CAA compliance
- Strong Assisted Travel performance and passenger satisfaction
- Stable workforce and effective planning
- Delivery of future improvement and innovation
- Introduce and embed the new Assisted Travel On‑Time Performance (OTP) measure to support ECAC guidance and airport punctuality objectives
- Use OTP insight to drive efficiency through innovation, including digital task management, demand forecasting, and smarter workforce deployment
On‑Time Performance (OTP) and Innovation Focus
The role is accountable for implementing and governing the Assisted Travel OTP measure in line with ECAC principles. This includes using performance data to improve punctuality, reduce handover delays, and deliver efficiencies through innovation without compromising passenger dignity, safety, or regulatory compliance.
We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.
General Manager of Passenger Assistance employer: Manchester Arndale
Contact Detail:
Manchester Arndale Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land General Manager of Passenger Assistance
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to OCS UK & Ireland. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company’s values and recent projects. Show us you’re not just another candidate; demonstrate how your vision aligns with our TRUE values of Trust, Respect, Unity, and Empowerment.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in aviation or regulated services makes you the perfect fit for the General Manager role. Confidence is key!
✨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 that extra step.
We think you need these skills to ace General Manager of Passenger Assistance
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in aviation, transport, or regulated services. We want to see how your skills align with our mission and values, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As a General Manager, your leadership experience is key! Share examples of how you've built strong teams and driven operational efficiency in your previous roles. We love to see how you’ve empowered others and fostered a positive culture.
Demonstrate Compliance Knowledge: Since compliance with CAA standards is crucial for this role, make sure to mention any relevant experience you have with regulatory bodies. We’re looking for someone who understands the importance of safety and can navigate complex stakeholder relationships.
Apply Through Our Website: We encourage you to apply directly 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 our team!
How to prepare for a job interview at Manchester Arndale
✨Know Your Stuff
Make sure you understand the Assisted Travel services inside out. Familiarise yourself with CAA standards and how they impact service delivery. This will show that you're not just interested in the role, but that you’re ready to lead with knowledge.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past, especially in regulated environments. Highlight your experience in building strong leadership teams and promoting a positive culture, as this aligns perfectly with the company's values.
✨Engage with Stakeholders
Think about how you would manage relationships with various stakeholders like airports, airlines, and regulators. Be ready to discuss your strategies for effective communication and collaboration, as this is crucial for the General Manager role.
✨Innovate and Improve
Come prepared with ideas on how to drive operational efficiency and innovation within Assisted Travel services. Discuss how you would use data to enhance performance and passenger satisfaction, showing that you’re forward-thinking and results-driven.