Cabin Crew Manager

Overview

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make. We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role: CABIN CREW MANAGER

Can you lead, coach and inspire our Cabin Crew to deliver exceptional customer service, maintain our reputation for safety and security but above all reach new heights of excellence?

Here at British Airways, we are looking for exceptional people leaders with the ability and passion to develop others and create outstanding colleague experiences.

As a Cabin Crew Manager, you will lead, coach, and empower a large and diverse team of Cabin Crew, playing a pivotal role in shaping both the colleague and customer experience. You’ll take full responsibility for driving engagement, development, and performance, ensuring our Cabin Crew feel valued, supported, and inspired to deliver the very best onboard service.

This is a highly visible and influential leadership role, requiring confident decision-making, resilience, and the ability to navigate complex people and operational challenges in a fast-paced environment. Acting as a trusted and consistent point of contact, you’ll provide guidance and support on both professional and personal matters, while role-modelling inclusive leadership, accountability, and excellence.

Please Note

This role requires 7-day coverage, including some weekend working.

It is not a hybrid
or remote role and based in our Heathrow operational campus.

Please consider this requirement prior to application.

What You’ll Do

• Lead all stages of the crew lifecycle, including recruitment, onboarding and offboarding, probation reviews, promotions, training, and talent development.
• Use data-driven insights to understand performance trends, hold regular reviews, and implement strategies that improve customer experience, productivity, and engagement.
• Foster a high-performing, inclusive culture through timely recognition, meaningful feedback, and development opportunities, inspiring your Cabin Crew to consistently deliver to our company standards.
• Build strong, trusting relationships where colleagues feel heard, valued, and supported, providing proactive engagement and pastoral care during absences or significant life events.
• Maintain a visible leadership presence across operational hubs, supporting day-to-day operations and key initiatives.
• Provide on-the-day people leadership, working closely with stakeholders to address incidents, welfare concerns, and complex people matters with sound judgment and confidence.
• Support Cabin Crew following onboard or down-route incidents through post-incident care and debriefs, ensuring appropriate actions and follow-up.
• Develop and maintain effective working relationships with Cabin Crew Trade Unions, contributing to positive industrial relations.
• Contribute to wider projects and initiatives, supporting continuous improvement across the Cabin Crew community.

What You’ll Bring To The Role

• Proven people leadership and performance management experience, with the ability to set direction, inspire others, and deliver results. (Essential)
• A customer champion, with a clear focus on performance and continuous improvement.
• Excellent communication and influencing skills, able to build trusted relationships across all levels and functions. (Essential)
• Confidence to challenge constructively, manage ambiguity, and deliver difficult messages with empathy and clarity.
• A resilient, solution-focused approach, able to balance multiple priorities and…