About the job
Location: Liverpool Airport
Shift Pattern: 40 hours per week with a rotating shift pattern based on operational demand
Salary: £41,519.00 per annum
We are seeking an Operations Manager to lead and manage our Passenger Reception Management (PRM) operations at Liverpool Airport. This role is pivotal in fostering a culture of exceptional customer service while effectively collaborating with airlines and airport authorities.
Main Responsibilities:
Operational Responsibilities
- Ensure compliance with Airport Authority Service Level Agreements and maintain the company’s quality standards in service delivery.
- Uphold the company's image through professional standards in work, uniforms, vehicles, and customer interactions.
- Champion a culture of service excellence and maintain a high professional standard both personally and corporately.
- Be prepared to cover shifts for direct reports during holidays and other absences.
- Demonstrate proficiency in ABM software, including Inform and PowerBI, and be skilled in Microsoft Office applications.
- Manage the resolution of customer complaints efficiently and serve as the primary contact for customer-related matters.
- Ensure the operational readiness of all equipment.
Engagement Responsibilities
- Regularly meet with airline representatives to address operational issues and maintain effective communication.
- Provide timely reports on service delivery and address any problems collaboratively.
- Foster strong communication with all stakeholders within the airport environment, including airlines and service providers.
- Develop and maintain positive relationships with clients, airlines, and other service companies.
- Attend quarterly and monthly meetings with airport and airline partners to present performance results.
Reporting Responsibilities
- Compile comprehensive weekly and monthly operational reports, including data on complaints, compliments, and flights handled.
- Prepare monthly CAA quality standard reports detailing any performance deviations.
- Conduct daily data analysis using Power BI.

