Passenger Services Manager

Passenger Services Manager
Location: London Heathrow Airport
Reporting to: Head of Operations

About the Role
Arnett International is working in partnership with a leading aviation services provider to appoint a Passenger Services Manager at Heathrow.

Operating within a high-volume, safety-critical environment, this role will lead a large-scale Passenger Services operation, delivering safe, efficient and high-quality services to airline customers while balancing performance, service and cost.

Key Responsibilities

• Lead a c.300-strong Passenger Services team, supported by 4 Shift Leads
• Build a strong leadership culture focused on accountability, engagement and continuous improvement
• Develop and manage strategic airline customer relationships
• Drive SLA performance, balancing cost, quality and service delivery
• Represent the business in senior customer forums and contract discussions
• Take full accountability for operational performance, safety and compliance
• Embed continuous improvement and monitor service quality, audits and feedback
• Manage budgets, labour costs and resource planning in line with demand and schedules
• Foster a positive, inclusive and high-performing team culture
• Champion safety, wellbeing and a strong just culture approach
• Maintain effective employee and union relationships

What Success Looks Like

• Strong, trusted airline partnerships
• Stable, high-performing leadership team
• Improved service quality, efficiency and customer satisfaction
• Safe, compliant operation with a proactive improvement culture

About You

• Senior operational leadership experience within aviation, ground handling or complex service environments
• Proven ability to lead large, multi-layered teams
• Commercially astute with strong financial and cost control capability
• Confident stakeholder manager, with experience in unionised environments