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SHIFT PATTERN: 4 on 4 off, 40 HOURS PER WEEK
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To motivate, allocate, supervise and performance manage staff in the Company’s Assisted Passenger operations, using Inform, to achieve timely completion of scheduled work to the necessary quality and performance, to ensure that the Customers and Company standards have been carried out.
Main Duties & Responsibilities:
* Ensure all Airport Authority Service Level Agreements are met and maintained, and that service standards meet Company quality standards and airline requirements. Take appropriate action when standards are not being met.
* Proactively consult with Airlines in case of service failure or significant events.
* Comply with HSE, DFT, MAG protocols, and airport operating procedures at all times.
* Maintain effective customer contact, report on service delivery, and resolve problems promptly.
* Implement key performance indicators for your team.
* Manage staff rostering, absence, and leave cover.
* Ensure staff sign on and off correctly according to company policies.
* Maintain effective communication with all relevant parties at the airport, including Airlines.
* Foster good working relationships within the airport to maximize cooperation and efficiency.
* Ensure staff perform their roles effectively, with proper appraisals and development to optimize performance, punctuality, and retention.
* Establish regular meetings focused on operational needs, performance, and quality.
* Maintain staff discipline and compliance with company and regulatory standards, using disciplinary procedures when necessary.
* Respond within 24 hours to customer complaints or requirements, ensuring accurate incident reporting and investigations.
* Ensure all equipment, handsets, and vehicles are signed out, paperwork completed, and accounted for at shift end.
* Fully comply with Health & Safety regulations and other relevant legislation.
* Conduct monthly inspections and prepare incident reports for the General Manager, highlighting areas for improvement.
* Immediately report and record all accidents or injuries involving employees or customers.
* Maintain the company's image in work standards, uniform, vehicles, buildings, and customer interactions.
* Build and maintain good relationships with client airlines, ground handlers, customs, and other service providers.
* Promote a culture of service excellence and uphold a professional image.
* Support the Ambassador or other contracts as required, with appropriate training.
* Enjoy benefits such as 80% subsidy on Stansted Travel card, World Duty Free discounts, and career progression opportunities.
Person Specification:
* Knowledge of cash management and bookkeeping procedures.
* Strong organizational skills.
* Experience with facilities maintenance and/or security.
* Strong problem-solving skills.
* Availability to work shifts including weekends.
* Experience as a Duty Manager or similar management role.
* Previous industry experience preferred.
Essential Criteria for an Airside Pass:
* Provide a full 5-year employment history, accounting for all periods including gaps over 28 days.
* Valid photographic ID (passport or driving license).
* Proof of right to work (visa or similar) for non-UK/EU nationals.
* Proof of National Insurance number or application evidence.
* Proof of identity and address (utility bill, bank statement, etc.).
* Willingness to undergo Criminal Record Check and Airside Security Clearance; overseas checks if applicable.
We offer a range of benefits including:
* 24/7 UK-based GP service for employees and immediate family.
* Mental health support and counseling.
* Get Fit Programme, financial and legal support.
* Cycle to work scheme.
* Access to Perks at Work app with discounts, resources, and support services.
For more information about ABM’s benefits, visit our careers page.
ABOUT US
ABM is a global leader in integrated facility services, committed to sustainability and providing essential services across various industries including airports, hospitals, and commercial properties. In the UK, we serve iconic sites with over 10,000 team members. Visit our website for more information.
We are committed to diversity and inclusion and are proud members of the Armed Forces Covenant Employer Recognition Scheme.
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