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