Assisted Travel Manager

MANCHESTER AIRPORT PLC

• Assisted Travel Manager
• Based at Stansted Airport
• 2 year Fixed Term Contract

Why London Stansted Airport? Every year, London Stansted Airport connects 30 million passengers with more than 190 destinations across the globe. Part of the largest UK owned airport operator group, MAG, London Stansted Airport supports 12,000 jobs on site and generates around £7.75bn each year for the region. Sustainability is one of our core values, and it shapes everything we do. We're committed to protecting the environment and supporting our local communities. Our programmes include airport and airline decarbonisation, comprehensive education, skills and employment support and community engagement initiatives including volunteering opportunities. At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive. You’ll also have access to some great benefits including:

• Flexible and generous company pension plan with various company contribution options (up to 8%) that you can change to suit your personal needs
• 24 days holiday plus bank holidays
• Free parking
• Subsidised public transport
• Huge range of company discounts
• 2 volunteering days per year
• Free Virtual GP service, available 24 hours a day, 7 days a week
• Care Concierge service

The role As Assisted Travel Manager, you'll play a key role in ensuring the consistent delivery of our Assisted Travel service, providing day-to-day leadership and operational oversight to maintain a safe, compliant and high-quality experience for passengers requiring additional support. Working closely with the Accessibility Manager, you'll lead business as usual operations while helping to strengthen governance, resilience and service performance. You'll provide effective contract management oversight, ensuring supplier performance, compliance and value for money remain aligned with the Equality Act, Civil Aviation Authority (CAA) requirements and airport standards, supporting London Stansted Airport in maintaining a CAA Assisted Travel rating of Good or above. You'll also play a key role in ensuring service continuity during periods of peak demand, operational disruption and change, adapting delivery in response to evolving regulatory guidance and the ongoing Stansted Transformation Programme. This role is essential in ensuring continuity during a period of significant change, enabling the wider team to focus on strategic initiatives, including the Stansted Transformation Programme and future service developments. Ultimately, you'll help shape an Assisted Travel operation that continues to meet increasing regulatory expectations, responds effectively to operational demands and delivers an outstanding experience for every passenger. What will make you successful in this role

• Experience in contract management, operational governance or supplier performance within a complex service environment, with the ability to interpret performance and compliance data.
• Strong stakeholder management and communication skills, with a genuine commitment to supporting and advocating for disabled customers.
• High emotional intelligence, with the ability to build relationships, understand different perspectives and respond with empathy and professionalism.
• A proven commitment to inclusive leadership and embedding inclusive practices.
• Strong judgement, with the ability to prioritise, solve problems and make evidence-based decisions under pressure.
• Good organisational skills, with experience maintaining governance records and supporting regulatory compliance.
• Commercial awareness, including an understanding of service performance, risk and contractual obligations.
• Proficient IT skills, with experience using business systems for reporting, documentation and communication.