Customer Disruption Manager - 12 Month Secondment

Customer Disruption Manager - 12 Month Secondment

Luton | Full-time | Hybrid

20% bonus • 7% pension • Staff travel benefits

We support hybrid working, and you’ll spend 60% of your time each month in the office.

You’re a calm, confident people leader who puts customers first when plans change.

You can balance fast operational decisions with thoughtful leadership, clear communication and sound judgement. If you know how to support teams through pressure while improving the experience for customers, this role gives you the scope to make a visible difference.

The opportunity

As Customer Disruption Manager, you’ll lead the team that supports customers throughout their day of travel when disruption occurs. Working within Network Control, you’ll help ground operations teams and customer management centres deliver strong operational performance and customer support during routine and disrupted operations.

You’ll lead 35 Customer Disruption and Senior Customer Disruption Officers, with at least five direct reports. You’ll also help ensure disruption decisions meet customer standards, legislation and business policies while reducing avoidable welfare and claims costs.

The team & culture

The Disruption team sits within Network Control and works around the clock to support customers, coordinate responses and provide accurate information during disruption. You’ll work closely with Ground Operations, Customer Management, Customer Experience, Communications, Legal, Crewing and wider Network Operations teams.

It’s a role for someone who values consistency, collaboration and practical support. You’ll guide senior officers through operational and people challenges, build strong cross-functional relationships and create an environment where teams can perform at their best.