About the role As an Airport Duty Manager, my purpose is to provide accountability for the day-to-day operational management of London Southend Airport, with first line responsibility for overseeing the campus and providing a ‘Tactical’ Lead during emergency incidents. I will ensure seamless operations of the airfield site and terminal, by overseeing daily operational activity, coordinating with various departments, airline base managers, compliance authorities and tenants, as well as resolving operational challenges which may occur during my tour of duty, I will be responsible for having an oversight of the whole airport, linking in with other managers and the senior leadership team, to ensure a safe and compliant operation. My role will provide a first line response to any incident or potential incident affecting the airport or its operation. I will be the accountable person within the airport for ‘real time’ operational decisions and be the point of contact in an operational crisis scenario. I will be accountable for carrying out ‘threat assessments’ in the event of any potential security threat, and act as required by the DfT and any Security operational procedures. I will work with other departments for the delivery of CAA targets and regulation for passengers with reduced mobility. I will be accountable for creating and maintaining/updating all relevant manuals, procedures, Instructions, Risk Assessments and Business Continuity Plans relevant to the airport operation and customer journey. I will provide a point of contact and build relationships with all key regulatory bodies such as the DfT, CAA, EASA, ISO and the HSE; using this partnership to improve working practices and always meeting compliance standards. I will be responsible for maintaining a holistic ‘overview’ of airfield and aircraft operational teams’ performance and identify any potential disruption scenarios in partnership with the airfield ops teams. I will constantly monitor the operational environment, to make swift decisions, contributing to the overall efficiency and positive experience for both passengers and airport personnel. I will assist in driving cultural change within the business, with the aim of improving compliance, productivity, customer experience and reducing costs. Key Responsibilities I oversee daily operational plans with clear metrics for success. All customer interaction touchpoints are performing to optimum standards and any slip in service delivery is immediately followed up on. I oversee the security teams including their standards (dress, appearance, behaviour, compliance) and delivery (customer performance) and report findings to Security Managers. I have oversight for maintaining the cleanliness and maintenance standards across the airport through consulting with cleaning operatives and the facilities team. I work alongside the Security management team, to ensure security of the site is maintained and the integrity of the Critical Part is not jeopardised. I work alongside teams to keep regular oversight of operational performance and identify early on any potential disruption scenarios. I coordinate with Surface Access Manager to assist the operational performance of the car parks, drop-off zones, taxi ranks and rail station to ensure service transport levels are maintained. I develop and maintain a consultative and collaborative relationship with regulatory bodies such as HSE, UKBF, CAA and the police, using this partnership to improve working practices and meet compliance standards. I will build relationships with our airport terminal partners (for example WHSmith’s and World Duty Free) to help them deliver excellent trading standards for our customers. I help to ensure we have adequate people resources, stock levels and ‘silent service’ (cleanliness, presentation and general compliance) in place every day. I ensure that the customer journey is represented in all disruption-that may occur in the day-to-day operation and where applicable, planned. I will investigate all customer and staff accidents and Incidents that occur during my shift and call upon the expertise where required from the Health and Safety team to prevent reoccurrence. I ensure the Company brand and values are upheld in the standards of work that my team produces. I produce comprehensive shift reports that are accurate and informative. I highlight inefficiencies and process/system improvements and highlight to relevant departments. I ensure customer enquiries are closed promptly and the data from such is used to drive service improvement. I will assess situations quickly and prioritise tasks; accordingly, adapting to situations as they arise. I keep my level of knowledge up to date and current with changes in legislation and regulation applicable to my role. I coordinate all teams in achieving smooth and safe day-to-day operations and achieving high standards of performance. I promote and actively encourage a culture of continuous improvement. I am aligned with the airport Heads of Department, providing guidance and support to all operational teams. I ensure that I am familiar with airport operational contingency plans, supporting all departments in implementing their relevant plans. I provide proactive responses to eliminate business disruption. I provide operational support to the on-call Airport Response Team (ART) manager. Skills, Knowledge and Expertise Dft Aviation Security Manager Level 3 (preferred, but we can provide you with training if the job is right for you). You must have experience in previous leadership roles in complex operational environments. Excellent written and oral communication skills are essential If you require any reasonable adjustments regarding these points, please talk to us during the interview process. Benefits Now that you understand the role and possess all the necessary skills, we would like to share more about our outstanding benefits package. We take great pride in these offerings, as they are designed with the wellbeing and job satisfaction of every colleague in mind! Here’s a small insight into some of our amazing benefits. Apprenticeships – we are proud to offer our colleagues the opportunity to gain valuable qualifications from level 3 through to level 7 (Master’s Degree Level) all whilst being at work. These courses are fully funded and available in a huge variety of disciplines. Medicash - London Southend Airport fund cover for all airport colleagues. Giving colleagues access to virtual GP & Physio appointments, access to the Skin Vision app, several retail discounts, and with our bespoke healthcare cash plan, you can claim back what you spend on your everyday health expenses. Access to a Wellbeing app containing amazing features such as a mood tracker, live chat or telephone counselling service. ‘My Gym Discounts’ giving up to 25% off memberships with over 3,800 gyms throughout the UK. Cycle to Work Scheme giving a saving of up to 21-39%RRP on bikes and accessories Costco Membership scheme. World Duty Free Discount. Arriva buses discounts. Sound good? Hit that apply button, we can’t wait to hear from you! Full Time - 40 hours per week 4 on 4 off shift pattern Permanent