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Team Manager

wilsonjames.co.uk Logo

Wilson James

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Location:
United Kingdom , Birmingham

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Category:
-

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Contract Type:
Not provided

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Salary:

36814.00 GBP / Year
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Job Description:

This role leads a dedicated team delivering essential support to passengers requiring assistance (PRS) as they travel through Birmingham Airport. The PRS service operates 365 days a year and plays a vital part in ensuring safe, smooth and dignified journeys for passengers with reduced mobility. As a Team Manager, you will champion Wilson James values and drive a culture of exceptional customer care, operational excellence and team development. You will lead, motivate and develop a diverse team of Customer Care Assistants, ensuring they deliver a high‑quality assistance service in line with CAA performance standards and contractual requirements. You will oversee daily resource planning, manage operational performance, support staff development, and maintain strong working relationships with Birmingham Airport (BHX) and other key stakeholders. This is a hands‑on, people‑focused role requiring strong leadership, excellent communication skills and the ability to remain calm and decisive in a dynamic airport environment.

Job Responsibility:

  • Lead, motivate and develop a high‑performing PRS team, ensuring excellent service delivery for PRMs
  • Conduct regular one‑to‑ones, manage performance, and support investigations or disciplinary processes
  • Oversee daily resource planning, ensuring staffing levels meet operational demand and adjusting deployment as needed
  • Proactively supervise the operation, especially during peak periods and heavy‑volume flights
  • Ensure all assistance movements are delivered safely and with the passenger's welfare as the priority
  • Promote strong customer service standards, managing escalations, audits and training requirements
  • Maintain compliance with SLA targets, CAA performance standards and Wilson James policies
  • Build and maintain effective working relationships with Birmingham Airport and other key stakeholders
  • Deliver clear operational communication, including shift briefings, notice board updates and thorough handovers
  • Manage operational reporting, equipment checks, and accurate documentation of incidents, near misses and fleet maintenance

Requirements:

  • Previous supervisory experience, preferably in aviation, transport, events or similar operational settings
  • Strong customer service background, ideally in a public‑facing or high‑footfall environment
  • Excellent communication skills with the ability to lead, coach and motivate a diverse team
  • Ability to remain calm, confident and decisive in fast‑paced or challenging operational situations
  • Reliable, punctual and committed to maintaining high attendance standards
  • Basic IT skills and confidence using operational systems
  • Ability to work collaboratively and supportively within a team environment
  • Comfortable dealing with a wide range of public interactions, including challenging situations
  • Understanding of equality, diversity and inclusion in relation to customer and team needs
  • Resilient, proactive and confident in taking ownership of operational issues and team performance
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:
March 22, 2026

Expiration:
March 31, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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