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Manager - Performance & Development CSS LGW.

Crawley, West Sussex  Further Information
Job Type
Cabin Crew Management

Salary: Competitive

Contract: Full time permanent

Hours: 37.5 per week, 4 on 2 off shift basis 0630-1500

Location: The Base, Crawley, West Sussex - This will also include on-call duties

Closing date: 18th August 2017


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In a nutshell


Reporting to the Manager Regional People and Performance, this role has responsibility for leading, motivating, coaching and developing a team of Cabin Service Supervisors (CSS), ensuring a high performing culture and ultimately crew who deliver great customer experiences, whilst meeting and increasing NPS and Performance scores.

Taking a key role in the promotion and selection process, this role is responsible for the identification of future talent within the team, ensuring a thorough understanding of the business vision.


Day to day


You will provide strong and inspired leadership, ensuring highly motivated and driven CSS teams that achieve and exceed key performance metrics, sharing business KPI’s to enable CSS teams to have robust conversations and to address issues where necessary

To work closely with Crew Support to ensure the dedicated co-ordinator delivers a comprehensive welfare process to the CSS team


By flying with your team members and the rest of the crew, you will support, develop, coach and empower our people to have the skills and capabilities enabling them to deliver a consistent customer experience across all cabins and ensure a culture of in the moment feedback


Establish high expectations for the team regarding performance accountabilities and provide structured developmental feedback, developing Perfomance Improvement Plans (PIP) plans where necessary to manage performance


Work with the Managers Performance & Development for Flight Service Managers (FSMs) to identify talent for future promotions


Ensure visibility and ‘open door policy’ is maintained at Cabin Crew Check In and support at Pre Flight Briefings


Drive NPS and Engagement scores across teams to ensure a high performing culture which delivers and exceeds targets


Build strong relationships with teams using a range of channels (pre-flight briefings, flights, conference calls, grab and go sessions, discussion forums etc.) ensuring regular communication of key business information


Ensure service delivery standards are met and have regular feedback sessions with CSS teams, utilising this feedback to Identify areas of improvement for service/on-board procedures. Work with the Crew Experience Team to drive relevant change


Ensure duty of care extended to all crew regardless of circumstance and ensure handover to the Support Centre


Provide immediate support to On Board Managers (OBMs)  by meeting aircraft when necessary


On-Call Manager for Cabin acting as Crisis Management Centre representative during major disruption, also a visible Cabin representative at the airport during any major incident including amber alerts


Ensure compliance with all Corporate Safety and Security procedures including airport procedures e.g. BAA/UK Border Control


About you


We are looking for a highly motivated Manager to deliver on key business measures. You will have a proven ability of dealing with challenging business issues, so commercial awareness and broad airline operational knowledge is essential.

Very much a ‘people person’ you will inspire your team to be the best. You will have the ability to assess individual performance, providing honest and constructive feedback instilling a customer centric focus to drive NPS scores.


Strong communication skills are paramount, you will feel confident and comfortable presenting and influencing regardless of your audience.


You will possess a high level of integrity, the ability to multitask and flex priorities, managing time both effectively and efficiently. So if this sounds like an ideal development opportunity for you, we would love to see your application.

As this role will involve flying with your team, as part of our Crew requirements you will need to have an arm reach of 210cm (this will be checked at interview stage without shoes) you must also be able to brace with your feet flat on the floor whilst sitting in our jump seat which is 45cm off the floor (this will be checked at interview stage also without shoes)

**External applicants should you be successful to commit to undertaking a rigorous five week crew training programme.


The Perks

Our pioneering spirit and passion keeps our brand alive. That's why we give our people the rewards that they deserve. We have a whole host of benefits in place to help you enjoy life to the full, as well as a world of travel opportunities including up to 7 flights a year to a wide range of Virgin’s glamorous global destinations. Beyond a whole world of travel opportunities, we also offer a competitive benefits package including pension and private medical schemes, life assurance, child care vouchers and excellent discounts across the Virgin Group of companies.
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To all recruitment agencies: Virgin Atlantic does not accept unsolicited agency CV's. Please do not send unsolicited CV's to our job openings or to Virgin Atlantic employees. Virgin Atlantic is not responsible for any fees related to unsolicited CV's.

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