Lead and Inspire Our Skies: Cabin Crew Manager at British Airways!
Are you a visionary people leader ready to shape the inflight experience for one of the world's most iconic airlines? British Airways is seeking a Cabin Crew Manager to lead, inspire, and support a large team of approximately 220 Cabin Crew from our Head Office at Waterside, London. This is a role where your leadership directly influences our culture, performance, and the legendary service we deliver every day. If you are passionate about developing talent, driving excellence, and fostering a truly inclusive environment, we invite you to guide our crew with purpose and pride.
Your Mission: To Empower and Elevate
As the heartbeat of your crew community, you will be the pivotal point of contact for support, guidance, and development. Your leadership ensures our cabin team feels valued, heard, and equipped to deliver the highest standards of safety and hospitality. This role requires a blend of strategic oversight and heartfelt, hands-on engagement—managing the full colleague lifecycle while being a visible, trusted leader on the front line of our operation. With responsibility for 7-day-a-week coverage, you'll ensure our crew always have the support they need, whenever they need it.
What You'll Be Accountable For?
- Guiding your team through every stage of their journey—from recruitment and onboarding to probation reviews, promotions, training, and talent development.
- Using data-driven insights to understand performance trends and implementing targeted interventions that enhance both customer satisfaction and colleague engagement.
- Fostering a high-performing, inclusive culture through timely recognition, constructive feedback, and personalised development plans.
- Role-modelling accountability and excellence, inspiring your team to consistently uphold British Airways' renowned service standards.
- Building genuine, trusting relationships where every crew member feels a sense of belonging and support in both their professional growth and personal well-being.
- Providing compassionate, proactive pastoral care and policy guidance, especially during absences or significant life events.
- Maintaining a highly visible presence in key operational areas like the Crew Reporting Centre (CRC) and at airport gates to support real-time needs and company initiatives.
- Leading on-the-day people management, liaising with operational stakeholders to resolve incidents and welfare matters with sound judgement and decisiveness.
- Maximising engagement through clear, effective communication and collaborative relationship-building across the crew network.
- Offering post-incident support and debriefs following operational events, ensuring appropriate care and follow-up actions are taken.
- Cultivating a constructive working relationship with the Cabin Crew Trade Union and contributing to cross-departmental projects as required.
The Experience and Mindset You'll Bring
We are looking for a proven leader who embodies empathy, resilience, and strategic thinking. To thrive in this role, you should possess:
- Demonstrable experience in people management, coaching, and performance development. (Essential)
- A strong working knowledge of BA policies, including the Employment Guide and Our Colleague Guide. (Desirable)
- The ability to role-model outstanding leadership, set clear direction, and manage team performance effectively.
- A customer-centric and performance-driven mindset.
- Proactive confidence in engaging and influencing colleagues at all levels, building positive relationships across departments.
- Strong skills in challenging existing practices constructively and navigating difficult messages with clarity and care.
- Comfort with ambiguity and a positive, adaptable attitude toward change within a diverse operational environment.
- Excellent judgement and decision-making skills, with the ability to assess situations quickly and objectively.
- A solution-oriented approach to problem-solving, resilience under pressure, and the flexibility to manage multiple priorities.
- A genuine passion for supporting people and a commitment to fostering an environment where everyone can be their best.
Why British Airways?
This is more than a management role—it's an opportunity to shape the future of aviation hospitality from within the heart of our operations. You'll join a company that values belonging, development, and excellence, with the unique chance to impact hundreds of careers and millions of customer experiences. Based at our modern Waterside headquarters, you'll be part of a forward-thinking leadership team in a dynamic, globally recognised brand.
Ready to Lead Our Legendary Crew?
If you are ready to lead with empathy, drive with data, and inspire a team that defines the British Airways experience, we encourage you to apply.
Details
Company: British Airways
Employment Type: Full-time
Location: British Airways Head Office, London, United Kingdom
