With so many passengers passing through each of our airports every day, providing excellent customer service and an easy, stress free journey through our airports is often the yardstick by which BAA is measured. With this in mind, our service managers take great care to ensure that each of our terminal teams remain focused on ensuring the smooth running of the terminals for all our passengers.

As a service manager, you will oversee the day-to-day terminal operation. This includes:

• Managing the flow of passengers through security zones
• Liaising with airlines to support their efficient operation
• Providing special needs assistance to passengers
• Providing efficient, up-to-date information services to passengers
• Supporting our retail and property businesses.

Your duties will span most areas of the terminal, from security to offices and retail space. Wherever the terminal teams operate, you will ensure that they are meeting the agreed service delivery standards and always putting the customer experience first.

Balancing a passenger focus with strong leadership and managerial skills is no easy task. Ideally, you will have experience in a large, multi-site customer service role to enable you to effectively manage an ever-changing environment.

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