Terminal Duty Manager – LGW

at  EasyJet

We are looking for an enthusiastic and dedicated individual to join our Gatwick team as a key on-site representative within easyJet’s flagship operation, reporting directly to the Head of Operations – LGW. As the on-shift point of escalation, you’ll be the visible face of easyJet, engaging with both customer and partnership enquiries to deliver an exceptional experience. This role is central to maintaining our high standards of service for over 25,000 daily customers, setting the tone for easyJet’s broader network. You’ll be at the heart of a fast-paced airline environment, ensuring our processes uphold easyJet’s reputation for excellence and identifying areas for meaningful, long-term improvements.
In this position, you’ll serve as easyJet’s standards guardian at Gatwick, upholding and championing the practices that define our brand. Through regular audits and hands-on involvement, you’ll drive a culture of continuous improvement, providing valuable insights and constructive feedback that shape the customer experience. You’ll be responsible for the development and implementation of standard operating procedures, ensuring that our customers consistently receive the service they expect. Working closely with ground operations, the ICC, and customer teams, you’ll assist in advance planning, identify potential risks, and support preparations to mitigate them.
As an on-the-ground presence, you’ll represent easyJet in daily briefings, conveying our priorities and expectations to internal teams and external partners. You’ll take the lead in responding proactively to incidents that impact our customers, coordinating efforts to align with easyJet’s standards and policies. In more complex scenarios, you’ll also step up to provide essential leadership, ensuring that both immediate responses and long-term resolutions reflect easyJet’s commitment to service excellence. If you’re ready to be part of a dynamic, high-impact team, this role places you at the core of easyJet’s Gatwick operations, driving continuous improvement and making a tangible difference for our customers and partners every day.

You will be proactive in empowering our partners to make decisions that benefit both easyJet and our customers, promoting a collaborative environment. You will possess strong analytical skills, and the ability to swiftly assess situations to identify root causes rather than symptoms. With experience in a lean, improvement-focused environment, you will approach problem-solving through structured methods that drive continuous operational enhancements.
We would love to speak to people who excel at simplifying complex information for clear communication across various audiences, from front-line staff to senior stakeholders. Demonstrated leadership through empowerment is essential, inspiring others to act in line with easyJet’s values.
Finally, you must be able to secure an airside ID pass, meeting all necessary background checks and reference requirements.