Controller

• 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

• 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

• 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