JOB SUMMARY The Passengers Service Supervisor is responsible for overseeing the day-to-day smooth and efficient operations of the company’s passenger service representatives at Heathrow Airport. This role ensures the efficient handling of passengers, delivers exceptional customer service, timely assistance, and maintains operational compliance with airline policies and safety standards. The supervisor plays a key role in coordinating the team to provide seamless travel experience, managing check-in, boarding, and disembarkation procedures, and handling passenger queries and disruptions in a professional manner. The ideal candidate must be a British citizen or have an indefinite leave to remain in the UK, given the nature of responsibilities and UK regulatory requirements. Responsibilities include: Supervision of Passenger Service Operations: Ensure efficient and timely daily passenger services, including check-in, boarding, and disembarkation. Monitor queue times, ensuring they are within acceptable limits. Ensure compliance with the company’s procedures, safety, and security regulations. Supervise special assistance services in accordance with the company’s standards for passengers with disabilities, unaccompanied minors, and VIPs. Address passenger complaints and inquiries in a courteous and timely manner, escalating issues to the Duty Manager when necessary. Handle disruptions (e.g., delays, cancellations) professionally, ensuring passengers are informed and taken care of, and alternative arrangements are made when necessary. Customer Experience & Problem Resolution: Ensure that passengers receive a high standard of customer service, assisting with inquiries and resolving complaints. Address and resolve escalated passenger issues promptly, including delays, missed flights, and special requests. Continuously look for ways to improve the passenger experience through proactive service delivery. Ensure that First Class, Business Class, and loyalty passengers receive priority service and premium experience. Safety & Compliance: Ensure that all passenger-handling activities comply with Civil Aviation Authority (CAA) regulations, company’s policies and safety standards. Always monitor security and safety standards, ensuring that passengers and their belongings are handled according to the company’s safety protocols. Oversee and report any incidents, ensuring prompt action is taken. Conduct regular safety checks and audits of passenger service processes, ensuring all processes are aligned and in compliance with the company and airport regulations. Reporting & Performance Monitoring: Monitor and report on the efficiency of the passenger service operations. Track KPIs and suggest improvements to enhance passenger experience and operational efficiency. Prepare daily, weekly, and monthly reports on passenger service metrics, team performance, and customer feedback. Collaboration & Stakeholder Management: Work closely with other departments (security, baggage, and ground handling) to ensure smooth passenger operations. Collaborate with airport authorities, customs, and immigration officials to facilitate compliance and efficient operations. Analyze operational performance and identify areas for improvement in processes and passenger handling. Monitor real-time operational issues (e.g., flight delays, gate changes) and allocate resources to mitigate disruptions. Academic Requirements: A degree in Aviation Management, Hospitality, or a related field (preferred) or relevant experience in passenger handling. At least 4-6 years of experience in airport operations, customer service, or passenger handling roles, with a minimum of 2 years in a supervisory capacity. Strong knowledge of aviation regulations, safety standards, and ground handling procedures. Experience in handling passenger disruptions, complaints, and conflict resolution. Strong knowledge of aviation operations, safety, and compliance procedures. Proficiency in MS Office Suite and other passenger service management software. Strong leadership and team management skills. Excellent Customer Service, Communication and interpersonal skills & abilities.