Location: Heathrow Airport, London, UK
Overview
The Shift Lead is responsible for leading a team to ensure the seamless operation of the department, meeting and exceeding safety, customer service, quality, performance, and employee well-being standards. This role involves overseeing daily operations, managing performance, engaging employees, and ensuring optimal resource allocation.
Key Responsibilities:
Operational Leadership
* Lead and coordinate resources within the department to meet operational and service commitments.
* Oversee the supervisory team to ensure efficient service execution, staffing allocation, and schedule adjustments in line with key performance indicators.
Team Management & Development
* Proactively engage with the team, fostering opportunities for discussion, briefings, and learning.
* Collaborate with the Training team to ensure compliance with developmental pathways and mandatory training.
* Actively coach and develop shift team members, providing feedback and identifying training opportunities.
Customer Service & Compliance
* Act as an ambassador for customer service, coaching staff on service standards and uniform compliance.
* Liaise regularly with airline clients to ensure top-tier service delivery.
* Manage airline or passenger investigations efficiently, in line with customer airline policies.
Performance & Employee Well-being
* Support departmental activities as needed or requested by management.
* Assist in disciplinary and grievance investigations when required.
* Monitor and manage staff welfare, including attendance tracking and reporting concerns to HR
Health, Safety & Reporting
* Ensure all team members take care of company property and airport infrastructure, reporting faults promptly.
* Make informed decisions aligned with company policies, proactively reporting safety or improvement opportunities.
* Provide reports and updates to the Department/Service Delivery Manager as needed.
* Liaise with external bodies such as HAL, taking appropriate action
* Shift Patterns
* 6 on, 3 off schedule
* Shifts: 3 early shifts, late shifts, 3 off
Shifts are subject to change based on business needs.
Requirements
Eligibility Criteria
Ability to pass airport security clearance, including:
* 5-year checkable history (employment, self-employment, education, or benefit claim).
* 5-year UK address history.
* Eligibility to work in the UK (valid passport, visa, or biometric residence permit).
* Proof of National Insurance.
* Recent proof of address (utility bill, bank statement, or HMRC letter dated within the last 3 months).
Education & Experience
* Minimum 2 years of experience leading large teams in a fast-paced operational environment.
* Previous experience working with unions.
Skills & Abilities
* Strong leadership and communication skills.
* Cultural awareness and ability to work in a diverse environment.
* Excellent customer service approach.
* Proficiency in IT systems.