At a Glance
- Tasks: Lead a dynamic team to deliver top-notch passenger services at Newcastle International Airport.
- Company: Join the award-winning Newcastle International Airport, recognised for exceptional customer service.
- Benefits: Enjoy free parking, generous leave, gym access, and employee discounts.
- Other info: Be part of a sustainable airport committed to achieving Net Zero Carbon by 2035.
- Why this job: Make a real impact in a vibrant aviation environment while developing your leadership skills.
- Qualifications: Experience in customer-facing roles and team leadership is a plus.
The predicted salary is between 30000 - 40000 £ per year.
Do you see yourself running a Passenger Services team at Newcastle International Airport? Have you got the knowledge, experience, and desire to be best in class at an award-winning airport?
About Your Airport
Newcastle is a multi-award-winning Airport that proudly connects the North East region to the world. In 2025, the Airport was recognised as ‘Best Airport in Europe’, in the 2 to 5 million passenger category, at the ASQ Awards for providing exceptional customer service. Committed to a sustainable future, the Airport is on track to achieve Net Zero Carbon status by the year 2035 and has been recognised as a 'sustainability sector leader'. The business has its own solar farm that can provide 100% of its electricity on a sunny day and it is making significant investments to transition its vehicle fleet to electric models. Over recent years more than 46,000 trees have been planted on Airport-owned land to support its carbon offset activities and enhance biodiversity.
About the role
The Passenger Services Duty Manager leads the daily delivery of safe, efficient, and customer-focused passenger services. You will oversee frontline teams, ensure service standards are met, and support operational continuity across the terminal and airfield. The Passenger Services Duty Manager is a full time, shift based role which includes early, late and night work.
What will you be doing?
- Lead and motivate PRM operatives and assistants
- Set clear expectations, provide coaching, and manage performance
- Support recruitment, training, and staff development
- Ensure smooth operations in baggage halls, undercroft, and control hub
- Ensure coaching, PRM and baggage system operations are maintained
- Monitor and deliver against KPIs (e.g., PRM service levels, ECAC scores)
- Work with internal and external partners to ensure seamless service
- Ensure compliance with health & safety, UK1107, and internal standards
- Conduct audits, manage incidents, and maintain training records
Key Skills & Experience
- Organised, adaptable, and resilient
- Experience in an airport environment would be advantageous
- A background of leading teams in customer facing roles
- Experience of working with KPIs and reporting on a regular basis
- Committed to staff development and continuous improvement
Why come onboard?
Newcastle International Airport is a unique work environment where your actions really matter! The environment fosters a real passion for aviation operations and being best in class. Just some of the benefits you can enjoy:
- Free on-site car parking whilst at work
- Reduced parking charges – Park & Fly
- Generous annual leave entitlement
- Car servicing and repairs
- Access to World Duty Free
- On-site occupational health support
- On-site physiotherapist
- Employee assistance programme support
- Employee discounts at airport retail/ catering outlets
- Membership to our on-site gym
This post requires access through the Critical Part at the Airport and therefore in line with Department for Transport regulations; you will be required to demonstrate during the recruitment process that you have no relevant criminal record. Newcastle International Airport Limited promotes the equality of opportunity. Being part of the Disability Confident Commitment means that we want to ensure all our organisational policies and processes are accessible and inclusive to everyone. This includes our recruitment strategies, and we welcome applications from all prospective candidates.
Passenger Services Duty Manager employer: Newcastle International Airport Ltd
Newcastle International Airport is an exceptional employer, offering a dynamic work environment where your contributions directly impact the passenger experience. With a strong commitment to sustainability and employee development, the airport provides numerous benefits including free on-site parking, generous leave entitlements, and access to health and fitness facilities. Join a team that values excellence in customer service and fosters a culture of inclusivity and growth, all while being part of an award-winning airport recognised for its outstanding operational standards.
Contact Details:
Newcastle International Airport Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Passenger Services Duty Manager
✨Connect with Local Logistic Groups
Dive into local transportation and logistics groups on platforms like Facebook or LinkedIn. Show up to their meetups if you can – it's a great way to network with industry pros who can share insights, job openings, or even refer you to their own company.
✨Get Behind the Wheel of Job Boards
Look for job boards specific to transportation and logistics, like Logistics Job Site or TransportJobs. These platforms often have listings that you won’t find on general job boards, so they’re worth checking out regularly!
✨Leverage Internships & Graduate Schemes
Many companies in transportation and logistics offer graduate schemes and internships that can pave the way to full-time positions. Don't shy away from applying; even a short stint can make a solid impact on your CV and get your foot in the door at companies like Newcastle International Airport Ltd.
✨Apply Directly with Us!
When you find openings at great companies, make sure to apply directly through our website. It not only shows your initiative but also helps us to help you get noticed by Newcastle International Airport Ltd. Every application gets us one step closer to landing that full-time gig!
We think you need these skills to ace Passenger Services Duty Manager
Some tips for your application 🫡
Show Off Your Experience:When you're applying for a role in the transportation and logistics sector at Newcastle International Airport Ltd, make sure to highlight any relevant experience. Whether it's moving goods, coordinating schedules, or using transportation management software, give us the lowdown on your past gigs. It'll paint a clearer picture of what you're capable of!
Quantify Your Achievements:Numbers speak volumes in logistics! If you've optimised routes, reduced delivery times, or improved customer satisfaction, mention those incredible stats in your CV. This gives us concrete evidence of your impact and showcases your problem-solving skills.
Tailor That Cover Letter:Your cover letter should be more than just a formality—let it breathe your personality and passion for logistics! Explain why you're excited about the role at Newcastle International Airport Ltd and how you can contribute to our team. Don't forget to tie in specific skills or experiences that relate to the job description.
Research and Reflect:Before you hit 'submit,' spend some time digging into Newcastle International Airport Ltd. Understand our mission, values, and the specific challenges in the logistics industry. This will help you craft a targeted application that shows you truly want to be part of our crew, setting you apart from the rest!
How to prepare for a job interview at Newcastle International Airport Ltd
✨Know Your Logistics Basics
Get familiar with the key principles of transportation and logistics, like supply chain management, inventory control, and route optimisation. You might get asked practical questions about how to improve efficiency, so brush up on your problem-solving skills and be prepared to discuss any relevant software tools you've used.
✨Prepare for Scenario-Based Questions
In logistics, employers love to gauge how you'd handle real-life situations. Expect scenario-based questions where you’ll need to demonstrate your decision-making skills, like how to manage delays or coordinate shipments during a crisis. Practise outlining your thought process clearly and logically.
✨Highlight Your Teamwork Experience
Full-time roles in logistics often require collaboration with various teams, so don't forget to showcase your teamwork experience. Think of examples where you've used communication and collaboration to ensure smooth operations, and get ready to elaborate on how you can facilitate teamwork in a busy environment like at Newcastle International Airport Ltd.
✨Show Off Your Attention to Detail
In our world of logistics, missing a small detail can lead to big problems. Be prepared to discuss instances where your attention to detail saved the day, whether it was engaging with clients, managing documentation, or tracking shipments accurately. This will help demonstrate how you can be a reliable asset to Newcastle International Airport Ltd.
