Duty Manager - Passenger Services

Role Overview

This duty management position sits at the centre of our passenger operation, where you will run shifts from end to end — aligning people, time and equipment with the day's flight schedule while keeping service quality steady at every point where we meet the travelling public. When disruption, safety incidents or staffing pressures hit, you are the senior decision-maker on the floor, so you will be relied on to act quickly, protect the operation and keep senior management properly briefed. The role matters because our reputation is shaped in the moments passengers spend with our front-line teams, and you carry accountability for how those teams perform.

Key Responsibilities

• Build and issue daily staff allocations that match customer requirements and the operating schedule, reworking them as flight volumes, timings and priorities change through the shift.
• Keep resource use at its most effective level, monitoring and controlling overtime so that spend stays within the agreed budget targets.
• Oversee attendance and absence for the teams under your control, following up individual cases and taking corrective action where it is needed.
• Lead, motivate and engage staff across several teams to deliver consistently strong service at every touchpoint, handling people matters through the disciplinary process when required.
• Manage performance across your teams — monitoring delivery, giving regular feedback, coaching individuals, supporting their development and fostering an open, two-way feedback culture.
• Identify training needs and coordinate with the training department to make sure gaps are closed and skills stay current.
• Escalate critical events such as flight irregularities and safety accidents to senior management without delay, and initiate investigations into irregularities, accidents or complaints in line with standard reporting requirements.
• Track, monitor and report on agreed KPIs using the tools and systems available, resolve customer service problems promptly, safeguard compliance with SOPs, policies and the Corporate QHSE Manual, and maintain health, safety and environmental standards across your area of responsibility while helping to drive change in the operation.

Requirements & Qualifications

• At least five years' experience in passenger services within the aviation industry, of which three years or more have been spent leading a customer service team.
• Working, hands-on knowledge of departure control (DCS) systems.
• Proven leadership and people management ability — the credibility to motivate, coach and hold a multi-team workforce to account.
• Strong problem-solving and decision-making skills, with the confidence to act on your own judgement under live operational pressure.
• Practical familiarity with performance monitoring, KPI reporting and the systems used to track operational and service metrics.
• A clear understanding of SOP, regulatory and QHSE compliance obligations within an aviation services environment.

To apply, send a cover letter and CV outlining your suitability for the position, quoting the role title in the subject line, to [email protected]. The closing date for applications is 04 October 2026.