Overview
You will drive continuous high performance, ensuring and championing exceptional customer service on a day-to-day basis. You must be capable of analysing information quickly and making associated decisions based on your analysis using foresight and strategic thinking. Whilst working under pressure, you must be self-motivated, target-driven and possess a positive 'can do' outlook. As an inspirational leader, you will have full accountability for motivating, coaching and developing agents by providing the right tools and techniques to deliver an exceptionally high level of service that promotes the company and airport brands.
Responsibilities
* Promote and reflect the interests of the company and the client through leadership and instruction, encouragement and motivation, and the monitoring of staff standards (behavior, appearance, and performance).
* Accountable for providing inspirational leadership to our employees and ensuring staff welfare issues are dealt with as a matter of priority.
* Lead employee engagement within the teams. Being visible and accessible to the teams to ensure great communication with all team members.
* Ensure that the terminal teams conduct their duties professionally and follow procedures, achieving the highest level of compliance with Aviation Security Regulations.
* First point of contact for the Duty Managers / Planners; reporting to DMs with feedback or any other relevant operational reports.
* Responsible for all professional matters on site, to include ISO and HR matters as instructed by DM.
* Responsible for monitoring Risk Assessments and enforcement.
* Collaborate on Rostering and allocation maps review and monitoring.
* Ensure the teams work productively and efficiently to achieve optimum throughput; make informed decisions to ensure increasing throughput and operational effectiveness.
* Conduct drills when requested, liaising with the Training Department regarding rectification plans and implementing those plans. Also responsible for OJT.
* Work closely with the Training Dept to ensure mandatory training needs are carried out and that any areas requiring referral to the Training Dept are recorded and documented.
* Work alongside other ICTS leaders and Airport business partners to ensure contractual requirements are adhered to and customer and client satisfaction is achieved.
* Customer Service: Deliver the highest possible standard of efficiency and customer service while meeting all regulatory requirements.
* Respond to customer complaints in person (where possible) with service recovery; address retrospective complaints promptly, efficiently and accurately, ensuring investigations with CCTV and witness statements where applicable.
* Health and Safety: Lead a safety-first culture and approach, ensuring the Health & Safety of everyone on shift and that all employees abide by guidelines and procedures.
* Conduct inspections of facilities to ensure they are clean and tidy, including vehicle and uniform checks.
* Ensure agents wear their uniforms correctly, are well presented, and PPE is available and worn.
* Conduct Return to Work interviews and resolve welfare issues with proper documentation.
* Participate in projects, training and working groups, and carry out other duties as necessary for personal development or as reasonably required by the company.
* Calibrate equipment and record defects as needed, communicating issues to the Duty Managers.
* Cover other Supervisors in their absence and be fully aware of all duties required within their operation.
Qualifications
* Full UK driving licence required.
* Undergo an ADP (Airside Driving Permit).
* Undergo a full GSS course with the required pass mark.
* Working both AM and PM shifts.
Benefits
Salary: To Be Discussed During Interview
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