Assisted Travel Performance Manager

The Assisted Travel Performance Manager plays a key role in driving operational excellence across the Assisted Travel service. Reporting to the Accessibility Operations Manager, you will lead performance improvement initiatives, oversee operational reporting, and work collaboratively with internal and external stakeholders to enhance service delivery for passengers requiring assistance.

This role is focused on continuous improvement, ensuring compliance with accessibility regulations, improving operational efficiency, and championing an inclusive travel experience for all passengers.

Key Responsibilities

• Lead and coordinate Assisted Travel performance initiatives, driving operational efficiencies and continuous improvement across the service.
• Produce and deliver accurate internal and external performance reporting, ensuring compliance with regulatory and business requirements.
• Monitor accessibility legislation and industry developments, assessing their impact and implementing necessary operational changes.
• Build strong relationships with airlines, service providers, and internal stakeholders to improve collaboration and service delivery.
• Manage and optimise task allocation systems, working closely with suppliers to enhance functionality and operational effectiveness.
• Act as an advocate for passengers with disabilities, identifying barriers to travel and implementing practical solutions to improve the customer experience.

Experience Required

• Experience in a fast-paced operational environment, ideally within aviation, transport, customer service, or a regulated industry.
• Strong analytical skills with experience producing reports, monitoring performance data, and identifying trends.
• Excellent stakeholder management and communication skills, with the ability to build effective working relationships at all levels.
• A proactive, solutions-focused approach with a passion for accessibility, inclusion, and service excellence.
• Experience working collaboratively with external partners, contractors, or service providers to achieve operational objectives.
• Knowledge of accessibility requirements and customer assistance services would be advantageous, particularly within an airport or transport environment.