Job Purpose:
Pro-actively promoting first class service delivery and high levels of safety and service, providing support, guidance and advice to managers, supervisors and employees in order to achieve health, safety, environmental and quality objectives and ensure compliance with company and legislative requirements and support to the Airport management team in managing business strategy and implementation of company initiatives.
 A well organised self-starter with an extremely high sense of service delivery and customer service. Excellent communication and organisation skills, with a natural ability lead teams and foster relationships across multiple departments.

Main Responsibilites & Objectives:
 Working for Skytanking Aviation Services, the Duty Manager will be fully knowledgeable in all of the based Airlines products and services and will be a key point of contact for the airlines and for all issues relating to the airlines passenger handling operation. The Duty Manager will be responsible for the line management of the ‘front of house’ staff and assists with the Service Delivery Manager role for airline(s) as/where required.  Also to provide all necessary support and system management required by the company including but not limited to: 

• Ensure Skytanking is delivering the Airlines product, and working in compliance with the Airlines standards, policies & procedures in all areas. This includes driving change to implement the Airlines developments & initiatives. 
• Develop and maintain effective working relationships with other partners & service providers (e.g. fuellers, caterers, de-icing, engineering) to resolve obstacles and ensure optimum working relationships for a smooth operation. 
• Constantly monitor department operational performance against all the measures relating to the contract and Service 
• GHM Management and Supervision: Ensuring manuals are up to date and that all Station Instructions have been filed and communicated to all staff, and enacted locally as required. 
• Investigate and respond to incidents resulting in MORs, ASRs and customer complaints and ensure follow up actions are implemented to prevent recurrence. 
• Identify trends and take preventative and corrective action. 
• Conduct daily/weekly internal audit checks using approved Audit Forms. Ensure actions to address issues and trends are identified and implemented. Provide weekly/monthly reports to Airlines to confirm findings and actions. Audits must cover the passenger services and lounge operations
• Ensure all personnel engaged in the handling of the Airlines product have been given comprehensive training in their duties and that training records are documented and maintained, including required refresher training. 
• Facilitate and support the Airlines Quality Audits. Manage any resulting NCRs through to closure in liaison with local Ground Handling Management teams. 
• Maintain statistics and monitor all aspects of Passenger Services operational performance for the Airlines product. E.g. Excess baggage collection, immigration refusals, ASR/CSR/MOR occurrences, audit findings. 
• Use statistics to support performance-related payments where applicable. Ensure records are kept for circumstances that may impact such payments. 
• Work within regulatory framework ensuring processes is compliant with Civil Aviation Authority, EASA and Health, Safety and Environment legislation. 
• Maintaining a knowledge and awareness of Company Standards in relation to HSQE, keeping appraised of amendments and ensuring any changes are reflected within working procedures. 
• Undertake safety management tasks around incident response, performance reporting and ensuring report closure. 
• Provide HSQE advice to departments regarding their specific function in delivering customer focused/ safe operation. 
• Conducting periodic Health & Safety inspections and carry out Health & Safety audits in accordance with the company audit schedule. 
• Participate in regulatory audits including close out audit action trackers. 
• Support the general airport operation by recognising the need to undertake front line duty role where traffic flow or adverse conditions demands. 
• Organising workload, balancing priorities and scheduling resources.
• Any other reasonable duties requested by the line manager.
• Responsible for performing investigations and disciplinary hearings in a timely manner.
• Responsible for staff performance reviews and appraisals and other personnel meetings.

Key Attributes:

• Excellent communications skills in order to convey information to staff and other parties, using written or oral skills: 
• Excellent working knowledge of the ground handling operation, current customer requirements and daily, weekly documentation. 
• An excellent knowledge of the Airlines product. 
• Excellent people skills in order to motivate and lead effectively in difficult situations while under operational pressure. 
• High standard of personal expectation and the ability to lead by professional example 
• A thorough knowledge of Health and Safety policies. 
• The ability to quickly and accurately assess situations and instigate corrective actions 

Qualifications & Experience:

• Experienced Aviation background at least 5 years working experience having worked for a handling agent, airline or airport.
• Experience in People management
• Customer Service Qualification
• English and Maths GCSE or equivalent grade C or above
• Degree level or Equivalent (Desirable)

Must be able to :

• without exception, provide a 5-year history (with no gaps) including work and none work activities.
• Have been a UK resident for the last 5 years
• Would you be able to acquire a clear DBS certificate?

• Cycle to Work
• Employee Assistance Programme
• Life Assurance
• Uniform provided
• Pension
• Discounted Gym Membership
• Discounted Shopping Platform

Please send us your application exclusively via the online application form. 
 In case of questions, please don't hesitate to reach out to enghr@skytanking.com