Life at MAN - Diana Tylus, Multi-skilled Operative (Resilience)

Manchester Airport’s Resilience Team plays a vital role in keeping the airport running, whatever challenges are thrown our way. The team is trained in supporting colleagues in multiple roles across the airport operation, so they can jump in and help wherever an extra pair of hands is needed.

Diana Tylus, a Multi-skilled Operative in the Resilience Team, talks us through what’s involved – from training to a typical day in the life.

How long have you been working at Manchester Airport?

I joined the team in March 2023, so coming up for 2 years.

What does your job involve on a typical day?

I am a Multi-Skilled Operative, predominantly providing customer service and support dynamically throughout the airport including immigration, the baggage reclaim hall, check in, and the departure lounge areas.

I also assist with the hold baggage operation, ensuring guests’ luggage is placed on the correct flight in accordance with Civil Aviation Authority guidelines and on time.

I am often involved with Airside teams driving on the apron, including escorting construction staff on and off site and complying with all safety processes.

Other roles I might be asked to perform include audits of aircraft parking stands, ensuring safety and regulatory requirements are fulfilled, and assisting and acting as Team Leader during the temporary check-in procedure when required.

Additional tasks include assisting security with non-regulated tasks during periods of high demand, parking customers’ cars in the drop-and-go parking facility and assisting with temporary passenger routings across the site whilst the airport undergoes its transformation project. So there’s a wide mix and it’s never dull!

What skills and training are needed for the role?

Great communication, along with a polite, helpful and professional attitude, and being a driven and flexible worker are all key, as you’ll need to be confident enough to throw yourself into the varied daily tasks.

In terms of training, we are fully trained to drive on the airfield, operate in the baggage halls and even drive baggage transport vehicles. We have specific training plans and refreshers to keep us compliant in these elements of the job.

Our training platform is unique due to our varied role day-to-day, but we work collaboratively with each department and have an insight into lots of different roles across the business, and we receive the relevant training so we can assist those teams in whatever way is necessary.

What do you enjoy the most about working at the airport?

I love the variety of work and the challenges of the role, with a range of daily requirements, and the diversity of our team means I also get to work with a real mix of people and personalities. I enjoy interacting with MAG staff and customers of the airlines and airport on a daily basis, helping make their journeys smoother, which is really rewarding.

What is the most memorable thing you've worked as part of the Resilience Team?

One of the things I remember most clearly is our response to an IT outage in October 2023. The airport’s website was unavailable for a period and we were supporting right across the airport, ensuring passengers were taken care of, they were directed to where they needed to go, and their welfare was prioritised, plus baggage was manually processed to minimise any disruption passengers might have faced as a result. I was really pleased to be able to support our customers, and my colleagues and myself all worked extremely hard as a team to ensure everything went smoothly. It’s a great example of what the Resilience team brings to the airport.

What one piece of advice would you give someone considering a career at the airport?

There is always a lot of information on the MAG careers site, where you will be able to find out more about the live job opportunities and make an informed decision on what role is the best match for you.

What do you like to do when you're not at work?

I enjoy regular walks in the country, hiking, the gym, good food, and experiencing new countries and cultures when I get chance to travel abroad.

What destination that we fly to from Manchester do you most want to visit?

Thailand. TUI operates a flight to Phuket from Manchester and I’d love to go.