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Operations Performance Manager

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Wilson James

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Location:
United Kingdom , Birmingham

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Category:
-

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Contract Type:
Employment contract

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Salary:

38637.00 GBP / Year
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Job Description:

Playing a crucial role the core purpose of this role is to tactically manage the performance of the daily Assisted Travel Operation whilst ensuring it is delivered in a safe, secure, and efficient manner. You will be an advocate for both the users of our service and the entire Assisted Travel product. You will always promote the WJ values to deliver a world class assistance experience to both disabled and non-disabled customers.

Job Responsibility:

  • To maintain a visible presence within the operation, managing your resource to drive efficiency to meet SLA/KPI requirements
  • Undertake dynamic, operationally critical decision making to ensure Customers receive an exceptional, safe assistance experience and Airline on Time Performance is maximalised
  • To lead and develop the Assisted Travel Team and undertake line management tasks for the Team Managers and Controllers
  • Work and communicate collaboratively with the wider Airport community
  • To have the ability to exercise foresight using the data available to proactively manage the operation

Requirements:

  • Proven experience of managing teams in an operational environment
  • Track record of strong communication and influencing skills
  • Significant experience in handling customer complaints both face to face and in writing
  • Experience of managing employees through all HR processes
  • Proven experience of managing budget (headcount or financial)
  • Basic IT Skills
  • Demonstrate the ability to think and act quickly in emergencies or under pressure
  • Have an ability to deliver succinct and clear verbal and written reports where necessary
  • Full Driving Licence
  • Management / Strong leadership skills

Nice to have:

  • Ability to plan, devise and implement thorough process
  • Maintain a high standard of personal presentation, punctuality and attendance to ensure team effectiveness and availability
  • Calm in a crisis or under pressure, and able to see a way through uncertainty
  • Proven Customer Service skills
  • Airport Driving Permit
  • IOSH Managing Safely
  • Managing multiple tasks to meet deadlines within a dynamic & pressurised environment
What we offer:
  • 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

Additional Information:

Job Posted:
February 18, 2026

Expiration:
March 08, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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