Assistance Services Director

Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.

We are looking for a Assistance Services Director to join our team at Heathrow.

This senior leadership position is accountable for visionary leadership and overall performance of our Heathrow Assisted Travel Service Contract and relationships with our client Heathrow Airport Limited, their customer airlines and wider Team Heathrow. Building a high performing team through values-centred leadership and management, commercial excellence and clever use of technology and data, the Passenger Assistance Service Director is accountable for approx 1,600 team members working across four terminals, ground transport and airside at Heathrow. This senior leadership role holds accountability for delivering value to client partners through strategic engagement, consistent service performance and innovative service solutions for the future with successful and creative commercial solutions.

What do you get from us:

The Role – Full Time (Monday - Friday)

Pay: £75,000 - £80,000 per annum

Company Sick Pay

Annual leave entitlement of 22 days rising to 25.

Company Pension Scheme

Life Assurance Scheme

Access to an Online GP Service for you and your dependents

Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.

Health and Wellbeing – access to mental health support specialists

A typical day in the life as a Passenger Assistance Service Director:

Establish, maintain and lead the delivery of the contract strategy and plan against all WJ and HAL objectives, SLA and KPI, positioning Wilson James as a market-leading strategic partner to Heathrow Airport Limited and its airline customers.

Accountable for commercial performance and solutions to meet and where possible exceed budget and to hold internal budget holders to agreed targets, to ensure excellent service delivered with commercial success for WJ, our client and their partners and stakeholders.

Accountable for delivery of all outcomes, standards and activities required within WJ's Integrated Management System, strategic partnership and contract with HAL.

Ensure compliance with all elements of relevant legislation, ECAC and Service Level Agreements, Key Performance Indicators as agreed with our customer and make proactive proposals for service innovations and improvements

Maintain industry and stakeholder knowledge and expertise to inform and deliver consumer regulation and expectations for passengers who require support, based on consumer and market feedback and horizon scanning.

Represent Wilson James externally e.g. at networking events, conferences, and exhibitions to enhance and strengthen the company's profile and optimise all business development opportunities

What are we looking for?

Experience of managing change and directing and incentivising teams to collaborate for performance outcomes

Excellent people management, communication and engagement skills

Inspirational leader with proven history in leading a successful team and achieving contract/ business goals.

An understanding of the principles of inclusion, equality and diversity in relation to colleague and passenger needs.

Ability to secure Criminal Reference Check

Desirable:

Leadership and Management qualification

Commercial qualification

Experience in Aviation Special Assistance Management.

Apply today and secure your future with Wilson James!

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability

Internal Applicants

At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenges.