Concierge Operations Performance Manager

Permanent Full-Time role
Location: London Gatwick Airport.
Hours: Variable 4 on 4 off shift pattern working a total of 42 hours per week.
Pay: £44,638.55

Are you looking for a new and exciting role? Join our team at London Gatwick Airport as a Concierge Operations Performance Manager, playing a crucial role and act as the operational lead for the Assisted Passenger Concierge team. Facilitating high standards of service delivery, performance and passenger satisfaction. To be a visible ambassador for Gatwick's vision: to be the airport for everyone, whatever your journey.

About the Role:

As a Concierge Operations Performance Manager, you will be responsible for:

• Deliver smooth onboarding and effective training of new Concierge's. Work alongside Operational Performance Managers to meet contract SLA's, providing management cover during periods of high demand.
• Conduct constructive return-to-work discussions, absence management meetings and investigations in line with relevant policy timeframes.
• Support team wellbeing and operational continuity by managing balanced use of annual leave throughout the year across the team 

• Make real time resourcing decisions ensuring sufficient cover and best use of Concierge team.

Why Join Us?

• Annual leave entitlement of 25 days annually.
• Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme. 
• Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.  
• Health and Wellbeing – Life assurance scheme, access to mental health support specialists
• Access to an Online GP for you and your dependents. 
• Financial support 
• Discounts on hundreds of retail sites
• Cycle to Work scheme

What we are looking for:

• 2+ years' experience managing large operational team of circa. 30 staff
• Managed in a 24-hour, shift based operational environment.
• Managing people and processes with resilience in a pressurised environment.
• Ability to communicate effectively and influence team members and other stakeholders.
• Delivery of high-quality customer service, ideally in transport or hospitality sectors.
• Understanding of passenger assistance services or accessibility operations desirable.

Interested? Apply now and let your career take off! 

Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability 
Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.   
Internal Applicants
At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenges

Please note that successful internal applicants will be appointed on the terms and conditions applicable for this role and as detailed above, current terms and conditions will not apply.