At a Glance
- Tasks: Lead the strategy for Assisted Travel services and ensure compliance with CAA standards.
- Company: Join OCS UK & Ireland, a top facilities management company with over 50,000 colleagues.
- Benefits: Enjoy a flexible work schedule, professional development, and a diverse workplace.
- Other info: Be part of a dynamic team focused on innovation and continuous improvement.
- Why this job: Make a real impact on passenger experience and champion safety and inclusion.
- Qualifications: Senior leadership experience in aviation or regulated services is essential.
The predicted salary is between 60000 - 80000 £ per year.
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.
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.
How to Apply
If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people, please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.
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.
Head of Assisted Travel & Passenger Experience in Edinburgh employer: OCS
OCS UK & Ireland is an exceptional employer, offering a dynamic work environment where innovation and employee growth are at the forefront. With a commitment to professional development and a diverse workforce, employees benefit from a culture that values safety, compliance, and inclusivity, all while working in a pivotal role within the aviation sector. The company's focus on strategic leadership and operational excellence ensures that team members can make a meaningful impact on passenger experience and service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Assisted Travel & Passenger Experience in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to people in the aviation and transport sectors, especially those who work with Assisted Travel. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Show your passion for passenger experience! When you get the chance to speak with potential employers, share your ideas on how to enhance Assisted Travel services. They’ll love your enthusiasm and innovative thinking.
✨Tip Number 3
Prepare for interviews by brushing up on CAA standards and regulations. Being knowledgeable about compliance will show you're serious about the role and ready to lead the team effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you can sign up for job alerts to stay updated on new opportunities that fit your skills.
We think you need these skills to ace Head of Assisted Travel & Passenger Experience in Edinburgh
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your senior leadership experience in aviation or regulated services, and don’t forget to showcase your understanding of Assisted Travel or accessibility services.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Head of Assisted Travel role. Mention specific examples of how you've driven operational efficiency or led innovation initiatives in the past.
Showcase Your Communication Skills:Strong communication is key for this role. In your application, demonstrate your ability to manage senior stakeholder relationships and how you've successfully navigated complex regulatory environments in previous positions.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you can sign up for job alerts to stay updated on future opportunities!
How to prepare for a job interview at OCS
✨Know Your Stuff
Make sure you understand the Assisted Travel services and CAA compliance inside out. Research OCS UK & Ireland's current strategies and think about how your experience aligns with their goals. This will show that you're genuinely interested and prepared.
✨Showcase Your Leadership Skills
As a Head of Assisted Travel, you'll need to demonstrate strong leadership. Prepare examples of how you've successfully led teams in the past, especially in regulated environments. Highlight your ability to drive innovation and improve service quality.
✨Engage with Stakeholders
Since managing senior stakeholder relationships is key, think about how you can discuss your experience working with complex stakeholders. Be ready to share specific instances where you’ve navigated challenges and built strong partnerships.
✨Emphasise Compliance and Safety
Given the focus on CAA compliance and passenger safety, prepare to discuss how you've ensured regulatory compliance in previous roles. Share your thoughts on fostering a positive safety culture and how you would implement this at OCS.
