Duty Manager

Permanent Full-Time role
Location: London Luton Airport
Hours: 4 on 4 off shift pattern working 06.00-18.00/18.00-06.00
Pay: £18.01 hourly rate

Are you looking for a new and exciting role? Join our team at London Luton Airport as a Duty Manager, playing a crucial role where you will be responsible for overseeing daily operational activities to ensure that service levels are not only met but exceeded. You will support and coordinate the PRM operation, monitor staffing levels and ensure the highest standards of health & safety while delivering excellent service to passengers requiring special assistance.

About the Role:

As a Duty Manager, you will be responsible for:

• Ensure that all Airport Authority Service Level Agreements (SLAs) are consistently met and maintained.
• Take appropriate action where service and operational standards are not being met.
• Support, guide, and lead the team to ensure smooth operation of PRM services.
• Engage with airlines proactively in the event of service failures or significant events.
• Maintain compliance with Health & Safety Executive (HSE), Department for Transport (DfT), and Luton Airport Limited (LAL) regulations and operational procedures.
•  Maintain effective customer contact, providing reports on service delivery and resolving any issues promptly.
• Implement and track key performance indicators (KPIs) for direct reports.
• Oversee the rostering of staff, ensuring adequate coverage and managing absences effectively.

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:

• Good IT skills, including Microsoft Outlook, Word, and Excel.
• Proven experience managing/supervising teams in an operational environment.
• Ability to work effectively under pressure and respond quickly in emergencies.
• Good verbal and written communication skills, with the ability to produce reports when required.
• Good leadership and people management skills, with the ability to inspire and motivate a team.
• Ability to work collaboratively as part of a team.
• Ability to handle customer interactions calmly and professionally.
• Full UK driving license (preferred).

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.