Assisted Travel Performance Manager

About The Role

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.

About Us

Birmingham Airport is the UK's seventh largest, with 30 airlines connecting passengers to over 120 direct destinations and more than 400 worldwide. We are on a strong growth trajectory, with forecasts indicating we will serve over 18 million customers annually by 2033. By then, HS2 will link us to central London in just 37 minutes, and we are committed to achieving our ambition of becoming a net zero carbon airport.

Our purpose is: Proud of Every Journey. That means everyone at the airport and the 100 organisations operating on the airport site, taking pride in getting customers safely, punctually, and comfortably from A to B.

By creating a kind, values-driven environment where everyone feels empowered to bring their best to work, we will retain and develop our people - and deliver on our purpose. Our seven pillars, Growth, Customer, Neighbour, Efficiency, People, Safety & Security and Carbon, support the strategic output of the company.

Our values - Curious, Dedicated, Inclusive, Respectful & Supportive guide how our colleagues treat each other as we serve customers with safety and security as our top priority.