Passenger Services Operations Manager

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 Operations Manager is responsible for the effective leadership, performance, and development of the Passenger Services Duty Management (PSDM) team and their operatives. The role ensures the consistent delivery of a safe, compliant, and efficient terminal operations, driving excellent customer service standards and supporting the wider organisational objectives. The Passenger Services Operations Manager provides operational oversight, resource management, and ensures that staff across Passenger Services are aligned, informed, and capable of delivering high‑quality service at all times.

What will you be doing?

• Provide clear leadership, guidance, and day‑to‑day direction to the Passenger Services Duty Management (PSDM) team.
• Ensure compliance with all legal, regulatory, and safety requirements, including CAA, ECAC, PRM, and internal standards.
• Monitor operational performance, identify trends, and implement actions to improve service levels and operational efficiency.
• Ensure appropriate staffing levels and resource planning to meet operational demands.
• Support succession planning, talent development, and progression pathways within the PSDM and wider PS teams.
• Maintain positive working relationships with airlines, ground handlers, and third‑party service providers to ensure operational alignment.
• Work collaboratively with the Airport Duty Manager and wider management teams during emergency or contingency events, ensuring the safe and effective execution of plans.
• Effective management of baggage belt operations, fleet availability, defect reporting, and engineering liaison.

Key Skills & Experience

• Strong operational leadership skills, with the ability to drive performance, efficiency, and deliver against key KPIs.
• Experience managing large operational teams in a 24/7 environment.
• Proven ability to develop, coach, and motivate teams to achieve high standards of performance, behaviour, and engagement.
• Excellent stakeholder management and communication skills, with the ability to work collaboratively across all levels.
• A strong commitment to safety, with the knowledge and discipline to ensure compliance with procedures, SSOWs, and risk assessments.
• Ability to lead by example, demonstrating professionalism, integrity, and company values at all times.
• Good operational awareness, with the ability to ensure equipment, systems, and processes are used safely and effectively.

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.