Shape the Passenger Experience at London Heathrow Airport
At Cobalt, we don’t just move passengers — we shape their journey at one of the world’s busiest and most complex airports. We are now looking for an outstanding Passenger Services Manager to lead a large‑scale, high‑profile operation at Heathrow Airport, where safety, service and performance truly matter, minute by minute.
This is a pivotal, senior leadership role for a commercially astute operational professional who thrives in fast‑paced environments, inspires large frontline teams, and builds trusted partnerships with major airline customers.
About the Opportunity
You will take full responsibility for a c.300‑strong Passenger Services colleagues, supported by a team of Shift Leads, delivering consistently safe, efficient and high‑quality services to our airline partners.
As the senior leader on the ground, you’ll balance service excellence, contractual delivery and commercial performance, while shaping culture, developing future leaders and continuously improving how we operate.
This role is based at London Heathrow Airport and reports directly to the Head of Operations.
What You’ll Be Doing
Leading and inspiring a large, diverse frontline workforce across Heathrow
Building a strong, accountable leadership culture through your Shift Leads
Acting as the senior operational interface for airline customers
Driving performance against SLAs while protecting quality and cost control
Taking end‑to‑end accountability for safety, compliance and service delivery
Embedding a continuous improvement mindset across the operation
Owning departmental budgets, resourcing models and labour efficiency
Developing future leaders through coaching and structured development
Maintaining effective relationships with employees and trade unionsWhat Success Looks Like
Trusted, credible relationships with airline partners
A confident, engaged leadership team running a stable operation
Tangible improvements in service quality, efficiency and customer satisfaction
A safe, compliant operation with a strong improvement cultureAbout You:
You’ll be an experienced operational leader with:
Senior leadership experience in aviation, ground handling or complex service environments
A proven track record of leading large, multi‑layered teams
Strong commercial and financial acumen
Experience operating confidently in a unionised environment
The presence, resilience and judgement to lead at scale and paceWhy Join Cobalt?
A senior, visible leadership role at London Heathrow Airport
Real scope to influence strategy, performance and customer relationships
The opportunity to lead at scale in a high‑impact operational environment
A business that values safety, people and continuous improvementTo know more about the Company, please access: (url removed)
Ready to lead where it truly counts?
How to Apply:
To be considered for this role, you must be currently resident in the UK and hold the Right to Work in the UK. Please note that visa sponsorship is not available for this position.
If you meet the requirements and are ready to lead at scale in a high‑profile operational environment, we’d like to hear from you.
Apply now and help shape the passenger experience at Heathrow