About London Southend Airport
Our SENsational colleagues are what make our airport thrive. Our goal is to develop each and every one of our colleagues' skillsets by investing heavily in training and development throughout their careers, creating a culture of internal development and progression. A number of our senior leadership team began their career with us in an entry level role, the sky is the limit here at LSA.
As one of the key employers for Southend City we aim to always ensure that our roles are accessible to the community. We are committed to providing equal opportunities and creating an inclusive environment for our colleagues.
Now is an exciting time as ever to join our airport. As a business, we are constantly growing, resulting in a wealth of roles to choose from, many that you may not have considered before, we're talking, Air Traffic Control, Fuelling, Car Parking, Rail, Security, Ground Maintenance, Firefighters, Cleaning, Technical Services and so much more. There really isn't a better time to join team SENsational ✈
About the role
As an Airport Duty Manager, my purpose is to ensure seamless operations by overseeing daily activities, coordinating with various departments, and resolving operational challenges.
I strive to enhance passenger experience, maintain safety standards, and facilitate efficient communication to guarantee the smooth functioning of airport services.
I support the retail concessions and food and beverage teams helping them achieve their KPIs..
I work closely with the food and beverage general manager and concession store leads.
I achieve operational excellence by orchestrating the coordination of services, where applicable managing staff deployment to required areas from within my team.
I address real time challenges.
I implement strategic plans to optimize passenger flow, collaborate with different departments to streamline processes, and actively engage in effective communication to ensure a well-coordinated and secure airport environment.
I will constantly monitor to make swift decisions, contributing to the overall efficiency and positive Experience for both passengers and airport personnel.
Key Responsibilities
I oversee daily operational plans with clear metrics for success. All customer interaction touchpoints are performing to optimum standards and any slip in delivery is immediately followed up on.
I supervise and manage Control room supervisors and Customer service ambassadors. I will be accountable directly for the performance of the CSA team including their standards (dress, appearance, behaviour) and delivery (customer performance) as well as accountable for following up on other areas of the airport where standards are not acceptable and all other aspects of visibility to the customer.
I will have oversight for maintaining the cleanliness and maintenance standards across the airport through consulting with cleaning operatives and the facilities team.
I work alongside the Security management team, responsible for ensuring the security of the site is maintained and the integrity of the Critical Part is not jeopardised.
I will work alongside teams to keep regular oversight of operational performance and potential disruption scenarios.
I will coordinate with Surface Access Manager to assist the operational performance of the car parks, drop-off zones, taxi ranks and rail station to ensure service transport levels are maintained.
I develop and maintain a consultative and collaborative relationship with regulatory bodies such as HSE, UKBF, CAA and the police, using this partnership to improve working practices and always meet compliance.
I build a great commercial relationship with our airport partners (for example WHSmith's and World Duty Free) and help them deliver excellent trading standards.
I ensure we have adequate people resources, stock levels and ‘silent service' (cleanliness, presentation and general compliance) in place every day.
I will ensure that the customer journey is represented in all disruption-that may occur in the day-to-day operation and where applicable planned in advance.
I will ensure I will investigate all customer and staff accidents and Incidents that occur during the shift and call upon the expertise where required from the Health and Safety team to prevent reoccurrence.
I ensure the Company brand and values are upheld in the standards of work that my team produces.
I produce comprehensive shift reports that are accurate and informative.
I highlight inefficiencies and process/system improvements and highlight to relevant departments.
I make sure customer enquiries are closed promptly and the data from such is used to drive service improvement.
I can assess situations quickly and prioritise tasks; accordingly, I can adapt to situations as they arise.
I keep my level of knowledge up to date and current with changes in legislation and regulation applicable to my role.
I coordinate all teams in achieving smooth and safe day-to-day operations and achieving high standards of performance.
I promote and actively encourage a culture of continuous improvement.
I ensure all incidents involving customers, staff or equipment are made and documented accurately on the relevant reporting systems. I review all these reports and escalate where necessary.
I am aligned with the airport Heads of Department, providing guidance and support to all operational teams.
I ensure that I am familiar with airport operational contingency plans, supporting all departments in implementing their relevant plans.
I provide proactive responses to eliminate business disruption.
I provide operational support to the on-call ART manager.
Skills, Knowledge and Expertise
Aviation Security Manager Level 3 (preferred, but we can provide you with training if the job is right for you).
You must have experience in previous leadership roles in complex operational environments.
If you require any reasonable adjustments regarding these points, please talk to us during the interview process.
Benefits
Now that you understand the role and possess all the necessary skills, we would like to share more about our outstanding benefits package. We take great pride in these offerings, as they are designed with the wellbeing and job satisfaction of every colleague in mind! Here's a small insight into some of our amazing benefits.
Apprenticeships – we are proud to offer our colleagues the opportunity to gain valuable qualifications from level 3 through to level 7 (Master's Degree Level) all whilst being at work. These courses are fully funded and available in a huge variety of disciplines.
Medicash - London Southend Airport fund cover for all airport colleagues. Giving colleagues access to virtual GP & Physio appointments, access to the Skin Vision app, several retail discounts, and with our bespoke healthcare cash plan, you can claim back what you spend on your everyday health expenses.
Discounted BUPA dental plan
Access to a Wellbeing app containing amazing features such as a mood tracker, live chat or telephone counselling service.
Employee Assistance Programme to confidentially support and provide advice and guidance to our colleagues with all health and legal related issues.
‘My Gym Discounts' giving up to 25% off memberships with over 3,800 gyms throughout the UK.
Mental Health First Aiders - We are extremely proud to have qualified and experienced mental health first aiders working fulltime at London Southend Airport who are on hand to provide colleagues with support.
Cycle to Work Scheme giving a saving of up to 21-39%RRP on bikes and accessories
Costco Membership scheme.
World Duty Free Discount.
Arriva buses discounts.
Sound good? Hit that apply button, we can't wait to hear from you!
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