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