Operations Controller

TITLE: Operations Controller

DEPARTMENT: Guest Experience

REPORTS TO: Guest Experience Operations Manager

WORK PATTERNS: 42 hours per week, rotating shift.

JOB PURPOSE SUMMARY:

The Airport Operational Control Centre (AOCC) serves as the central coordination hub for airport operations, ensuring the safe, efficient, and seamless flow of aircraft and guests through real-time situational awareness.

An Operations Controller proactively monitors, coordinates, and communicates airfield and terminal activities, acting as the central point of contact for internal and external stakeholders. By managing live operational issues, supporting disruption recovery, and addressing escalated guest concerns, the role helps maintain operational continuity and deliver a consistently positive guest experience in line with the LLA Way.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Contribute to delivering a great guest experience by performing your role with accuracy and efficiency. Recognising that every task whether guest facing or behind the scenes contributes to supporting the company’s overall LLA Way Strategy and service standards.
• Proactively and positively promote the LLA Way initiatives and projects with all employees and the wider airport community.
• Act as a central point of contact for airport operations, providing real-time updates to management, operational teams, and stakeholders during both normal operations and disruption.
• Coordinate and control communications relating to airfield and terminal operations, including emergencies, evacuations, equipment failures, and unplanned events.
• Support the coordination of airfield stands, departure gates, and guest flows, working closely with airlines, handling agents, NATS, and terminal teams to protect on-time performance and the guest experience.
• Monitor airside and landside activity through CCTV systems and wider operational oversight.
• Monitor live guest feedback and operational data, escalating issues and directing teams to address guest experience concerns.
• Ensure Flight Information Display Systems (FIDS) are accurate and kept up to date.
• Receive, analyse, prioritise, and disseminate information to the appropriate teams in a timely manner.
• Maintain accurate operational records, logs, and databases, including aircraft movements, aircraft registration data and operational events.
• Act as a reporting point for faults and failures relating to airport systems and infrastructure (hardware and software).
• Support the provision of a safe and secure operating environment, protecting airport assets and the integrity of the operation.
• Maintain awareness of relevant regulatory requirements and operational procedures, demonstrating a willingness to learn and adapt.
• Work collaboratively across teams, supporting a strong “one team” approach across Operations and Guest Experience.
• Carry out any other reasonable duties required to support the wider airport operation.

KNOWLEDGE, SKILLS & EXPERIENCE

Desirable (not essential):

• Knowledge of airport airside and landside operations and how they connect.
• Understanding of an airport’s major touchpoints within the guests journey.
• Awareness of airport safety, security, and compliance requirements (e.g. airside safety, emergency procedures)
• Familiarity with disruption management and irregular operations.
• Understanding of stakeholder roles within the airport environment (ATC, airlines, ground handlers, security, terminal ops).
• Working knowledge of operational systems (AODB, stand/gate management, flight information systems, CCTV, radios).

A broad understanding of regulatory requirements is expected, alongside a willingness to learn and develop knowledge through manuals, procedures, and guidance issued by LLAOL, the CAA, DfT, and other relevant bodies.

PERSON SPECIFICATION

You will need to be:

• Calm, composed, and confident in fast-paced, time-critical situations
• Naturally proactive with the ability to anticipate issues before they escalate
• Strong communicator who can clearly convey information to a wide range of stakeholders
• Decisive and able to make judgments under pressure
• Organised with the ability to manage multiple priorities at once
• Team-focused with a collaborative approach to problem solving
• Resilient and able to remain focused during disruption and prolonged incidents
• Detail-oriented while maintaining awareness of the wider operational picture
• Comfortable challenging, escalating, and influencing when required
• Adaptable and flexible in a 24/7 operational environment
• Guest-focused with an understanding of how operational decisions impact the guest experience
• Professional, dependable, and able to take ownership of situations

Strong communication skills and confidence using IT systems are essential due to the nature of the role.