Customer Experience Manager

Job Advert

Customer Experience Manager

Internal

Job Title:

Customer Experience Manager – Assisted Travel

At Leeds Bradford Airport, Assisted Travel is a critical part of our daily operation. As Customer Experience Manager – Assisted Travel, you will be responsible for ensuring these services run consistently to standard, supporting the teams who deliver assistance to passengers and maintaining compliance, process, and service expectations across the operation.

You’ll be joining one of the UK’s fastest-growing regional airports, committed to employing high-quality people who share our ambition and dedication to excellent customer service. Living our values to Be the Best, Work as One Team and Do the Right Thing, you will help ensure Assisted Travel services are well organised, well supported and delivered in line with our operational requirements as we continue to grow and prepare for the next phase of our terminal regeneration.

In this role, you will ensure that Assisted Travel services enable all passengers to access air travel confidently and safely. Your focus is on making sure the operation is fully equipped, guided, and supported so that Customer Experience Supervisors and their teams can deliver assistance reliably and efficiently.

You will lead Customer Experience Supervisors, supporting them in managing their teams to provide consistent, high-quality assistance. Your focus will be on keeping the service organised, resolving issues as they arise, and maintaining continuity across the operation. You will be expected to take ownership of operational challenges, investigating and resolving issues directly where appropriate.

Collaboration with internal teams and external partners, including local assisted travel groups, is an essential part of the role. By working closely with these stakeholders, you will help identify opportunities to improve service and accessibility, ensuring that passengers receive a safe, welcoming, and well‑managed experience every day.

• Salary:
  Competitive, reflecting the responsibility of managing Assisted Travel operations.
• Hours & Working Pattern:
  Full‑time, based on a standard working week with flexibility to support operational needs.
• Career Progression:
  Opportunities to grow within Customer Experience and across wider airport operations.
• Training & Development:
  Access to professional development, including operational training, internal workshops, and exposure to cross‑department projects.
• Unique
  
  Experience:
  
  Work in a high‑profile, purpose‑driven role at a fast‑growing regional airport, where you are empowered to lead, trusted to make decisions, and drive improvement independently while collaborating with teams and external partners to make air travel accessible to all.

• A proven leader with experience managing teams.
• A passion for delivering the best possible customer experience.
• Experience in building strong internal and external relationships.
• A commitment to doing the right thing—ensuring safety, compliance, and operational excellence.
• Strong analytical and Excel literacy.
• Ability to remain calm and effective under pressure in a live operational environment.
• Self‑driven, with a strong sense of ownership and accountability for outcomes.
• A confident decision‑maker, comfortable working autonomously while fostering collaboration across teams.
• Ability to pass Criminal Record Check, Counter Terrorism Check, and vetting requirements.
• Ability to provide a continuous five‑year checkable work and education history and explain any gaps over 28 days.