Passenger Operations Manager

The Passenger Operations Manager will be responsible for leading our Passenger Operations team. This will cover three main areas of responsibility; PRM, terminal support and baggage hall support. The Passengers with Reduced Mobility (PRM) service is an extremely high profile service and an area of the business that is growing. Our terminal support operation also delivers the Early Bag Store (EBS) and customer service staff in key parts of the terminal including check in and international arrivals..

This role will be accountable for leading the operation on a day to day basis, line managing and developing our Duty Manager team. You will also be part of short and medium term planning and delivery across key areas: staffing, employee relations, cost management, customer service standards and compliance.

What you'll be doing

• Full accountability for the performance of the EASL Passenger Operations Team (approx. 150 - 200 staff) on a shift basis.
• To drive consistent and on-target operational performance to ensure the provision of a high quality and efficient service.
• To ensure Edinburgh Airport Limited meets its legal obligations for the provision of services to PRM customers in terms of the Equality Act (2010), EU regulation 1107/2006, CAP 1228, CAP 1441 and any other relevant instruments.
• Full working knowledge of the airport operation and it’s processes to understand and report on performance against KPIs and SLAs.
• Work closely with airlines/handling agents and internal airport teams to understand specific requirements, ensure good communication and positive open working relationships to the benefit of the overall service provision.
• Work with airlines/handling agents to ensure they are providing the correct information and support to maximise the efficiency of the special assistance service. This will include provision of pre-booking information.
• Ensure clear understanding of airport wide security protocols and immigration restrictions for agents operating in airside areas and the impact of breaches.
• Prepare and submit regular reporting as required to CAA (Civil Aviation Authority) on performance of the PRM service at Edinburgh Airport and other information as requested by the EASL leadership team.
• Support the EASL leadership team in the development of internal rigorous audit processes in line with CAP1228 guidance.
• Keep up-to-date with changes to legislation and other requirements, to ensure Edinburgh Airport remains compliant, and communicate these to the Edinburgh Airport management team and/or Legal Director for review/consideration.
• Accountability of the development of the duty management team through annual appraisals, training requirements, 1-1 performance reviews and absence management.
• Working with the People team, build training plans, career progression routes, optimised roster/manning requirements and performance/attendance plans for the Passenger Operations Team.
• Work with the Passenger Support Team to deal with passenger failures / complaints within a timely manner and investigating all breaches of processes.
• Work with the Finance team to monitor and control key financial and performance metrics including staff costs, productivity and operational metrics