At a Glance
- Tasks: Lead a team of Customer Service Agents at Heathrow Airport, ensuring smooth operations and excellent service.
- Company: Join a market-leading organisation committed to diversity and inclusion.
- Benefits: Earn £16.30 per hour with flexible 4 on 4 off shifts and career growth opportunities.
- Other info: Be part of a supportive workplace where diverse backgrounds are valued.
- Why this job: Perfect for those who love people management and thrive in a dynamic environment.
- Qualifications: Experience supervising teams and a full clean UK manual driving licence required.
The predicted salary is between 16.3 - 16.3 £ per hour.
- Team Leader - Heathrow Airport
- Full Time Hours - working 4 on 4 off days & nights (7am - 7pm, 7pm - 7am)
Salary - £16.30 per hour.
Do you have experience supervising a team?
Do you have good people management skills?
Do you have a full clean, UK manual driving licence?
We are looking for a Team Leader to join us at Heathrow Airport, you will lead a team of Customer Service Agents to deliver effective and safe operation of all parking facilities on a day to day basis through the use of company systems and procedures thereby ensuring that clients targets are met.
You will also assist the Service Delivery Manager in leading, managing and delivering the expected performance for all car parks within the contract, including revenue protection and act up as the Service Delivery Manger when required.
A full valid driving license is essential for this role.
What you will do
- Ensure that all employees rostered on are on shift, report any variance, sickness or illness, arrange cover if required and advise the SDM and Operations Manager.
- Control and delegate regular and specific tasks to all employees on shift, maintaining a fair system of apportioning work and breaks.
- Manage the team to ensure all operations and tasks are fulfilled to the highest standard.
- Ensure that all relevant documentation is fully completed in accordance with the Company Operating Manual.
- Comply with Company Health and Safety Directives.
- Assist the SDM / Operations Manager with data gathering, auditing and record keeping for measuring operational performance and compliance to operating procedures.
- Assist in maintaining team performance documentation.
- Be responsive to the client’s needs and work in partnership with the client and client associates to support the delivery of their business plan.
- Ensure ticketing issues and refunds are fully investigated.
- Maintain frequent checks on all non-standard transactions.
- Complete cash up procedures accurately and with due care and attention.
- Protect contract revenues by maintaining a prudent control over the use of day to day consumables.
- To effectively deal with customer problems on site where possible.
- To deal with all inquiries, from customers or other HAL staff, in a professional manner
- To lead by example particularly with new employees in training.
- To be knowledgeable of all products and services available throughout the T5 and CTA CAMPUS.
- To be aware of all aspects of the customer journey and the possible impact to their experience if systems or operations are temporarily affected.
- To coordinate with Control Room staff in dealing with multiple customer issues such as system failures, power outages and internet downtime.
- In all cases to ensure that relevant records are kept and issues communicated to the SDM, Operations Manager and Contract Manager.
- Plan and direct the operations of the team to ensure compliance with standards and operating procedures within the requirements of the contract.
- To assist the SDM / Operations Manager in resolving all operational problems within the scope of the contract and prepare responses within established timeframes to all service complaints and contractual issues raised.
- To be responsible for troubleshooting equipment issues through direct involvement.
To have a thorough understanding of the standard and non-standard issues commonly seen with car park equipment such as barriers, coders, POFs and cameras.
- To maintain this knowledge through refresher training and consultation with technical experts when on site.
- To have the ability to converse with technical experts regarding the details relating to an equipment / system problem.
- To fault any equipment problems and report to SDM / Operations Manager / Contract Manager as appropriate.
- To keep clear and accurate records of faults logged.
- To ensure all team members are familiar with the faulting procedures and the need to keep clear and accurate fault logs.
- To ensure all team members are well practised in patrolling and maintain clear and accurate patrol logs
- To ensure that the team are allocated appropriately across the T5 CAMPUS contract according to their skills, experience and reputation.
- We value diversity
We're committed to building an inclusive workplace where everyone feels respected, supported and able to succeed.
We welcome applications from people of all backgrounds, experiences and communities because we believe diverse teams make us stronger.
Ready to lead the way?
If you're passionate about people, thrive in a fast-paced environment and want to build your career with a market leading organisation, we'd love to hear from you.
Team Leader employer: Apcoa Parking
APCOA is an excellent employer for those looking to advance their career in recruitment, offering a fully remote working environment that promotes flexibility and work-life balance. With a strong commitment to employee development, you will receive full training and ongoing support, alongside a generous benefits package including 33 days' holiday and a company pension. Join our friendly team where your contributions are valued, and enjoy the opportunity to grow within a dynamic organisation dedicated to inclusivity and success.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Apcoa Parking. 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 Apcoa Parking 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 Team Leader
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 Apcoa Parking:Your cover letter is your chance to shine! Tell us why you want to work at Apcoa Parking 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 Apcoa Parking!
How to prepare for a job interview at Apcoa Parking
✨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.
