At a Glance
- Tasks: Lead and manage Assisted Travel operations, ensuring high-quality passenger services.
- Company: Join a dynamic team at Wilson James, a leader in service delivery.
- Benefits: Enjoy 5.6 weeks annual leave, lifestyle perks, and health support.
- Other info: Opportunities for progression and professional development await you.
- Why this job: Make a real impact by enhancing customer experiences in a fast-paced environment.
- Qualifications: Proven leadership in customer service and strong communication skills required.
The predicted salary is between 46000 - 46000 £ per year.
Lead and manage the Assisted Travel operation, ensuring consistent delivery of high-quality passenger services. Ensure all Service Level Agreements (SLAs) and regulatory standards (including ECAC legislation) are met and maintained. Drive a culture of continuous improvement, proactively identifying trends and implementing corrective actions. Oversee incident, complaint, and compliance processes, ensuring investigations and reporting are completed in line with SOPs. Build and maintain strong, collaborative relationships with airport stakeholders, airlines, and partners. Manage and develop the Duty Management Team, setting clear objectives and driving performance. Ensure effective resource planning, including rostering, absence management, and coverage to meet operational needs. Maintain a safe and secure environment through robust Health & Safety practices, audits, and asset control.
Why Join Us
- Annual leave entitlement of 5.6 weeks.
- Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.
- Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.
- Health and Wellbeing – Life assurance scheme, access to mental health support specialists. Access to an Online GP for you and your dependents. Financial support. Discounts on hundreds of retail sites. Cycle to Work scheme.
What We Are Looking For
- Proven experience leading a customer service‑led operation and delivering against contract or performance targets.
- Demonstrated ability to manage, motivate, and develop high‑performing teams.
- Strong leadership and communication skills, with the ability to influence at all levels.
- Experience managing change and driving teams to achieve operational goals.
- Ability to work effectively in a fast‑paced, high‑pressure environment while maintaining service excellence.
- Proactive approach to problem‑solving with strong decision‑making skills.
- Sound knowledge of Health & Safety practices, with a “Safety First” mindset.
- Full UK driving licence and proficiency in Microsoft Office and operational systems.
Equal Opportunities
Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis.
Service Delivery Manager in Luton employer: Wilson James
Wilson James is an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and professional growth. With generous benefits such as 5.6 weeks of annual leave, access to mental health support, and extensive learning opportunities, employees are empowered to thrive in their roles. Located in Luton, the company fosters strong relationships with airport stakeholders, creating a dynamic environment where teamwork and service excellence are at the forefront.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Luton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage with professionals on platforms like LinkedIn. We can’t stress enough how important it is to build relationships that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how you can contribute to their goals. We recommend practising common interview questions and even doing mock interviews with friends to boost your confidence.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, use the STAR method (Situation, Task, Action, Result) to clearly demonstrate how you've tackled challenges in previous roles. This will help us see your potential impact as a Service Delivery Manager.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role. And remember, apply through our website for the best chance at landing that dream job!
We think you need these skills to ace Service Delivery Manager in Luton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience in leading customer service operations and managing high-performing teams. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can drive continuous improvement in our Assisted Travel operations. Keep it engaging and relevant to the job description.
Showcase Your Leadership Skills:In your application, emphasise your leadership and communication skills. We’re keen on candidates who can influence at all levels, so share examples of how you've motivated teams and achieved operational goals in the past.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Wilson James
✨Know Your Stuff
Make sure you’re well-versed in the specifics of the Assisted Travel operation. Brush up on relevant regulations like ECAC legislation and be ready to discuss how you’ve met SLAs in past roles. This shows you’re not just familiar with the role but also passionate about delivering high-quality services.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing and developing teams. Think about times when you motivated your team to achieve performance targets or navigated through change. This will demonstrate your ability to lead effectively in a fast-paced environment.
✨Problem-Solving Mindset
Be ready to discuss specific challenges you’ve faced in previous roles and how you tackled them. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will show that you have a proactive approach to problem-solving and can make sound decisions under pressure.
✨Build Relationships
Since the role involves collaborating with various stakeholders, think of examples where you’ve successfully built strong relationships in the past. Whether it’s with airport partners or within your team, being able to communicate effectively at all levels is key, so share your experiences!
