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