Duty Manager

As a Duty Manager at dnata's Heathrow airport, you will lead and manage staff comprehensively. This critical role requires ensuring all safety polices are followed, strategic oversight of daily staffing levels, supervisory coverage, and performance standards to ensure seamless operational efficiency. You will be directly responsible for staff development, including identifying training needs, conducting performance assessments, providing coaching, and maintaining team motivation.

The role demands meticulous compliance with multiple regulatory frameworks, including Department for Transport Regulations, the Health and Safety at Work Act, and Airport Authority Byelaws. You will actively monitor and investigate service failures, conduct supervisory briefings on new procedures, and represent the team in customer airline meetings. A key expectation is proactively managing safety protocols, investigating and addressing workplace accidents in alignment with dnata's Safety System, while consistently embodying and promoting dnata's Vision, Mission, and Values throughout all operational activities.

Job Requirements:

• Experience within the last 5 years in people management in an airport environment with an airline or ground handler (Operations, Ramp/Spur, and/or Customer Services)
• Full UK/EU driving licence – minimum 1 year's driving experience
• Experienced computer/systems user
• Fluent spoken and written English
• Absolute discretion and confidentiality

Desirable Experience & Skills:

• Leadership, coaching, and strategic thinking
• Excellent communication and interpersonal skills – verbal and written (including report writing)
• Financial management – overtime control
• Ability to support, coach, and motivate staff with excellent time management and safety-driven
• Decision making and problem-solving
• Ability to perform in a high-pressure environment to tight deadlines
• Proficiency in employee relations processes and procedures (e.g., disciplinary, grievance, attendance management)

With you on board, we can help achieve dnata's Vision, Mission, and Values. Our diverse, global teams have this vision at heart. Every day, we're defining new levels of service for our customers by working closely with employees and suppliers, putting safety at the heart of everything we do. With your talent, passion, and big ideas, combined with our industry-leading performance, we can flourish and become the world's most admired air services provider.

dnata is an equal opportunity employer committed to fostering a diverse and inclusive workplace.