Change Agent - Customer Experience & Operational Support

Job Title: Change Agent – Customer Experience & Operational Support
Location: Manchester Airport
Pay Rate: £14.06 per hour
Shift Pattern: Monday to Friday, 6am–2pm and 10am–6pm (flexibility required)
Contract via Morson Talent Working on behalf of Manchester Airport Group
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Be Part of Transformational Change at Manchester Airport
Morson Talent is recruiting experienced Change Agents to support Manchester Airport’s transition to new self-check-in and self-bag drop systems. This role goes beyond front-line customer service — its an opportunity to apply your skills in training needs analysis, change implementation, and data-informed support in a live operational environment.
You’ll be at the heart of a major change programme, helping passengers navigate new technology while also identifying where additional support, training, or process adjustments may be required. Your observations and feedback will help shape future training, improve customer experience, and inform operational decisions.
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Key Responsibilities
• Support passengers as they adapt to self-service check-in and bag drop processes
• Identify knowledge or skill gaps and communicate insights to support effective training responses
• Observe and record customer interactions to highlight trends or recurring issues
• Provide clear, confident guidance to ensure a smooth and stress-free passenger journey
• Collaborate with airport teams to ensure systems and processes are running effectively
• Escalate and report technical or operational issues promptly
• Represent the airport professionally in a fast-paced environment
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Ideal Experience
• Background in change management, process improvement, or training needs analysis

OR

• Experience in customer-facing roles within aviation, retail, hospitality, or similar industries
• Confident using data and observation to provide feedback and suggest improvements
• Strong interpersonal and communication skills
• Comfortable using technology and supporting others in adopting new tools
• Able to work on your feet for extended periods and adapt to shift changes
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Why Apply
• Competitive pay rate of £14.06 per hour
• Monday to Friday shifts with no weekend work
• Opportunity to contribute to a major operational change programme
• Be part of a dynamic, supportive team at one of the UK’s leading airports
• Gain valuable experience at the intersection of customer service, change, and operational insight
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If you have a passion for improving processes, supporting people through change, and using your observations to make a real difference, we’d love to hear from you.
Apply now through Morson Talent to take the next step in your change support career.