Controller

Permanent
Location: Birmingham Airport
Hours: Full time, varied shifts, 37.5 hours a week
Pay: £14.32 ph

We are looking for a Controller to join our team at Birmingham Airport! 

This role is central to delivering a world‑class Assisted Travel experience for passengers at Birmingham Airport. Reporting to the Operations Performance Manager, you will help ensure compliance with European assistance service targets regulated by the Civil Aviation Authority, while supporting both disabled and non‑disabled customers through safe, smooth and enjoyable journeys.

You will work across both the Help Desk and Airside Task Allocation functions, using live operational systems to plan ahead, respond to disruption, and coordinate the safe deployment of staff, vehicles and equipment. This is a fast‑paced, customer‑focused role where your decisions directly impact service quality, safety and on‑time performance.

About the Role:

As a Controller, you will be responsible for:

• Monitoring live airline schedules and aircraft movements to allocate the right staff and equipment to each customer's needs.
• Delivering exceptional customer service to passengers, airlines, Birmingham Airport Limited (BAL) and other stakeholders.
• Hosting the Assisted Travel Help Desk as the first point of contact for departing customers requiring support.
• Checking in with customers to understand their needs and creating tailored assistance plans.
• Coordinating a large operational team through the Avtech task planning system.
• Making time‑critical decisions in a high‑pressure environment to protect safety and airline on‑time performance.
• Briefing customers on mobility scooter use and completing required Electric Mobility Aid documentation.
• Maintaining accurate shift records, incident reports and operational paperwork.
• Communicating operational issues promptly to senior management and supporting colleagues with updates.
• Ensuring high standards of appearance, punctuality, behaviour and compliance with Health & Safety and uniform policies.

Why Join Us?

• Annual leave entitlement of 5.6 weeks
• 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:

• Strong customer service skills and the ability to communicate clearly, calmly and professionally.
• Excellent verbal and written English to follow instructions, briefings and operational notices.
• Confidence working under pressure and making quick, safe decisions.
• A reliable, self‑motivated approach with strong attention to safety and security.
• Ability to work as part of a team and support colleagues in a busy operational environment.
• Basic IT skills and confidence using computerised systems.
• Physical capability to support passengers, including lifting in confined spaces, pushing wheelchairs long distances and handling luggage safely.
• High standards of personal presentation and adherence to uniform guidelines.
• Understanding of equality, diversity and inclusion in relation to customer needs.
• Previous airport or airline experience is desirable but not essential, as full training will be provided.

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
If you are currently employed under TUPE terms and conditions, please note that successful appointment to this role will be on Wilson James standard terms and conditions.

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.