Description
British Airways is seeking a Head of Cabin Crew based in Gatwick. This is a key leadership role for a proven professional with experience managing large teams and driving effective change in an operational environment. The Head of Gatwick Cabin Crew will set a clear strategic direction, ensuring exceptional service standards and a strong commercial focus. As an inspiring and engaging leader, you will help build a motivated and agile team, ready to respond quickly to market demands while maintaining a competitive and rewarding work environment.
Key Responsibilities:
- Responsible for the development of a clear strategy for the Gatwick Cabin Crew team, ensuring competitiveness in pay and market conditions, and building a responsive base to market demand.
- Lead, inspire, and develop a direct report management team to ensure effective leadership and clarity of purpose across the Gatwick base.
- Responsible for recognition, engagement, and communications with Gatwick cabin crew, fostering motivated, customer-focused teams and representing BA’s products and service.
- Responsible for driving forward change.
- Drive, measure, and maintain a high-performance culture, meeting business performance targets and ensuring reward and recognition for achievements.
- Lead the Industrial Relations (IR) Strategy, building and maintaining strong relationships with Trade Union and colleague representatives.
- Undertake ad hoc work or provide cover for other team tasks as needed.
- Serve as the escalation point during “on call” periods and Crisis Management Team activations.
Requirements
- Proven ability to lead large customer service or operational teams and develop talent.
- Track record of delivering effective change.
- Experience in project leadership and delivering complex projects.
- Experience in a complex industrial environment.
- Ability to hold an airside pass.
- Effective face-to-face engagement and visible, proactive leadership.
- Comfortable engaging with all levels from new cabin crew to Gatwick leadership.
- Passionate about safety, customer service, operational performance, and people.
- High level of emotional resilience; calm under pressure.
- Financial acumen and budget management experience.
- Strong relationship-building, interpersonal, and decision-driving skills.
- Ability to prioritise in a fast-moving operational environment.
- Flexible and innovative problem solver with lateral thinking.
- Effective communicator across all levels and channels within the organisation.
- Ability to analyse data and identify key trends.
