The Passengers Service Supervisor is responsible for overseeing the day-to-day smooth and efficient operations of the company’s passenger service representatives at Gatwick 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 but are not limited to: 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.