Lead with Impact – Cabin Crew Support Manager with British Airways!
Shape the Future of Cabin Crew Support at Heathrow
British Airways is seeking an experienced, resilient, and people-focused Cabin Crew Support Manager to lead a high-performing team responsible for delivering cabin crew support, operational readiness, and workforce insights across the Cabin Crew community. This is a role for a natural leader who thrives on balancing operational demands with genuine care for people—and who understands that great support behind the scenes is what makes great service in the air possible.
Based at Heathrow, you'll be accountable for the direct line management of non-management colleagues and indirectly responsible for approximately 40 Grounded Cabin Crew colleagues. If you have a track record of leading large teams, a passion for continuous improvement, and the ability to turn data into action, this could be the role you've been waiting for.
Your Accountabilities
As Cabin Crew Support Manager, you'll play a pivotal role in ensuring the smooth running of our cabin crew operation. Your responsibilities will include:
- Working with key stakeholders to understand operational constraints and limitations, while supporting the Crew communities
- Effective resource management and operational resilience to enable roster coverage and optimise productivity
- Balancing operational and people requirements—you understand that both matter equally
- Identifying opportunities to drive efficiencies and continuous improvement across ways of working
- Collating and reporting on data with a solution-based mindset—insights should lead to action
- Acting as an identification card signatory
- Managing rosters for Cabin Crew Managers and the Cabin Crew Support Team
- Ensuring all documentation is obtained, maintained, and stored for Heathrow Cabin Crew in line with People Operations and legal requirements
- Responsible for call escalations that may be required
- Communicating and providing data on absence and Cabin Crew Administration feedback to stakeholders
- Communicating development opportunities and career progression to your team, while coaching for excellence to assist in making informed decisions
- Acting as Placement Manager for grounded Cabin Crew
- Accountable for improving and maintaining crew-related systems
- Organising applicable systems accesses and IT equipment for new entrants
Qualifications and Experience
To succeed in this role, you'll need a combination of experience, technical skills, and personal qualities that align with our high standards:
Essential
- Expert in processes, policies, and procedures—you know the landscape inside and out
- Ability to confidently use the Office 365 suite, including Power BI and Power Automate
- Experience of leading a large team—you've proven you can inspire and manage at scale
Desirable
- Up-to-date working knowledge of relevant systems and IT, and the associated technical processes involved
- Confidently liaises with internal and external stakeholders and support areas as relevant to the business
- Experience of working within a Cabin Crew environment, tools, and procedures
Skills and Capabilities
We're looking for someone who brings more than just qualifications—we want someone with the right mindset and capabilities:
- Excellent judgment skills and able to turn quantifiable data into action plans
- Strong collaborator, communicator, and influencer when working with various stakeholders
- Demonstrates an ability for creative, out-of-the-box thinking to provide solutions and adapt to change
- Confident in leading teams of people, with an ability to recognise good performance and manage poor performance
- Resilient and able to cope under pressure—you remain calm and focused when it matters most
- Able to use coaching skills to support the team's development
- Working knowledge of Microsoft 365 Applications
- Ability to keep self-informed on legislative changes that may impact people policies
What We Offer?
We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary.
From the day you join us, you'll get access to brilliant staff travel benefits, including:
- Unlimited basic and premium standby tickets on British Airways flights
- Up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family
At British Airways, you'll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.
We never stand still, and we don't expect our people to either.
Why British Airways?
British Airways is more than an airline—we're a symbol of British excellence and a proud member of the global aviation community. When you join us, you become part of:
- A dynamic, multicultural work environment—our team represents diverse backgrounds and perspectives
- A culture that values leadership, innovation, and continuous improvement
- The opportunity to shape the future of cabin crew support at one of the world's most iconic airlines
- A career that takes you places—both professionally and personally
Ready to Lead with British Airways?
If you're a seasoned leader with a passion for people, a commitment to excellence, and the skills to drive real change, we'd love to hear from you. Apply today and take the first step toward an extraordinary career with British Airways.
Your journey starts here. Join British Airways and discover a career without limits.
