At a Glance
- Tasks: Lead daily resource plans and ensure exceptional passenger assistance at Heathrow Airport.
- Company: Join ABM, a global leader in facility solutions with a commitment to innovation.
- Benefits: Enjoy competitive salary, 24/7 GP access, mental health support, and exclusive employee perks.
- Other info: Be part of a diverse team that values respect, collaboration, and excellence.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in fast-paced environments and strong people management skills required.
The predicted salary is between 40500 - 49500 £ per year.
LOCATION: London Heathrow Airport
SHIFT PATTERN: Monday to Friday, 40 hours per week
SALARY: Competitive
OVERVIEW OF JOB DESCRIPTION
The core purpose of the Staff Support Manager is to deliver the daily resource plans, ensuring that we always have the right resource, in the right place, at the right time to deliver exceptional passenger assistance services to passengers requiring support (PRS). Reporting directly to the Planning Manager, the job holder acts as the vital operational bridge between medium and long-term planning and dynamic, on-the-day deployment. By directly managing the Staff Support team and Payroll Coordinators, this role places a heavy emphasis on proactive absence management, rigorous attendance tracking and immediate floor plan optimisation. The Staff Support Manager ensures that on-shift resource variances are instantly addressed, operational discipline is maintained to the highest standards and administration relating to roster updates, overtime and return-to-work actions is seamlessly executed.
MAIN DUTIES & RESPONSIBILITIES
- Daily Resource Delivery & Service Excellence: Lead and deliver daily operational floor plans across all Heathrow terminals, working closely with the allocation team to ensure colleagues are deployed dynamically and efficiently to match flight volumes and live passenger numbers. Monitor and evaluate live operations to identify any floor plan variances, taking proactive and immediate resourcing actions through agreed procedures to maintain uninterrupted passenger assistance. Ensure that all Airport Authority Service Level Agreements (SLAs) are met, and that the on-shift team represents the company brand with exceptional professionalism and customer service.
- Absence Management & Compliance: Produce and analyse weekly and monthly sickness and absenteeism reports, highlighting critical trends and presenting findings to the Planning Manager to support strategic long-term workforce optimisation. Oversee the coordination of return-to-work meetings, occupational health referrals and basic disciplinary investigations related to persistent attendance or timekeeping failures. Control the allocation and authorisation of annual leave in coordination with operational peaks, ensuring terminal coverage levels are robustly maintained and holiday balances are managed.
- Team Leadership & System Governance: Line manage, motivate, and mentor the Staff Support Agents and Payroll Coordinators to ensure high standards of administrative and operational efficiency are delivered daily. Oversee the accurate and timely on-day updating of the time and attendance system (Find My Shift) regarding overtime, sickness, lateness and shift adjustments. Ensure that the administrative team maintains fully audited, accurate records of working hours and roster variations in strict accordance with contractual and regulatory obligations. Coordinate new starter actions including the orientation for new or relocating colleagues, ensuring they are fully trained on local terminal procedures, floor plans and shift systems. Conduct regular team meetings and briefings to ensure effective communication of operational changes, scheduling forecasts and core business updates.
Operational Leadership: Proven people management experience, with the resilience and confidence to manage, direct and motivate a large, diverse operational workforce.
Industry Experience: Significant experience in a fast-paced, high-pressure public-facing or events environment (e.g. aviation, airports, major transport hubs, or large service delivery contracts).
Analytical & Technical Skills: Strong IT proficiency, with expert confidence in Microsoft Excel (formulas, data analysis, trend reporting) and modern database/workforce management software.
Dynamic Decision-Making: Capable of making logical, sound decisions rapidly in high-pressure or time-sensitive operational situations.
Communication & Influence: Excellent communication skills, with the ability to remain calm under pressure and build positive relationships with operational stakeholders.
Professional Standards: Demonstrates impeccable personal presentation, reliability, punctuality and attendance to set a model standard for the team.
Compliance Requirements: Must possess the right to work in the UK, successfully pass a background DBS check, and provide 5 years of verifiable reference information.
OUR VALUES AND BEHAVIOURS
- Respect: This means respecting each other, great communication, valuing contributions, respecting differences and supporting one another.
- Collaboration: This is all about teamwork and remembering that we are all working towards the same goal. It’s also about how we work with our clients and their other suppliers. We are one team!
- Integrity: This is about being honest, reliable and trustworthy and always delivering on promises.
- Innovation: This is about striving to always improve, working smarter, coming up with new ideas and having the confidence to share them. At the same time it's about embracing change.
- Excellence: This is all about striving to be the very best brand ambassador, exceeding expectations to build value and give us and our clients a real competitive advantage.
- Trust: This is all about being consistent, organised and reliable. It's also about doing what you say you are going to do and not promising what you can't deliver.
We’re proud to offer a great range of benefits including:
- 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
- Mental Health support and Life Event Counseling
- Get Fit Programme
- Financial and legal support
- Cycle to work scheme
- Access Perks at Work, our innovative employee app where you can find:
- Perks: discounts, gift cards, cashback, and exclusive offers
- Life: Search for resources and tools on topics ranging from family and life to health, money and work
- Support: Online chat or telephone service for urgent support in a crisis
For more information about ABM’s benefits, visit our About ABM: ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience. ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
Staff Support Manager in Hounslow employer: ABM
ABM is an exceptional employer that prioritises employee well-being and professional growth, offering a robust benefits package including mental health support and a cycle to work scheme. Our collaborative work culture fosters innovation and teamwork, making it an ideal environment for those looking to make a meaningful impact in facilities and operations management in the vibrant city of London. Join us to lead a dedicated team and enhance service standards while advancing your career in a supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Staff Support Manager in Hounslow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ABM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ABM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Staff Support Manager in Hounslow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ABM:Your cover letter is your chance to shine! Tell us why you want to work at ABM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ABM!
How to prepare for a job interview at ABM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
