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- Tasks: Lead and develop operational teams at Heathrow, ensuring efficient and compliant service delivery.
- Company: Join a dynamic team at Heathrow Consolidation Centre focused on customer experience.
- Benefits: Competitive salary, career growth opportunities, and a chance to make an impact.
- Other info: Collaborate with various departments to drive process improvement and revenue growth.
- Why this job: Shape the future of service growth while leading diverse teams in a fast-paced environment.
- Qualifications: Strong leadership experience in warehousing or customer service with excellent people management skills.
The predicted salary is between 40000 - 50000 £ per year.
Location: Heathrow Consolidation Centre (HCC)
Reports to: Head of Customer Experience
About the role
We are looking for an experienced and proactive Ancillary Services Manager to lead and develop operational teams across multiple departments at Heathrow Consolidation Centre. This is a varied leadership role with responsibility for Multiuser Warehouse operations, Additional Services, Customer Service, short-term strategic delivery, and quality assurance. You will play a key role in ensuring safe, efficient, compliant day-to-day operations while also driving process improvement, financial control, service excellence, and revenue growth.
The successful candidate will be a strong people leader with excellent operational knowledge, commercial awareness, and the ability to turn business priorities into clear, actionable plans.
- Manage day-to-day Multiuser Warehouse operations, ensuring safe, efficient and compliant performance.
- Maintain system data integrity and ensure adherence to operational workflows.
- Deliver training where required, while coaching and mentoring colleagues to improve capability and performance.
- Work closely with the Heathrow Retail Account Manager, Senior Account Manager and Reach teams to support business-as-usual operations.
- Monitor KPIs and operational performance, addressing inaccuracies and underperformance proactively.
- Act as the escalation point for operational issues, investigations and stock discrepancies, ensuring timely root cause analysis and resolution.
- Ensure compliance with health and safety, company policies and audit requirements.
- Maintain accurate reporting and operational documentation for review by the Head of Customer Experience.
Additional Services
- Lead and manage day-to-day BAU operations within the Additional Services department, including parcel deliveries and oversight of monthly financial invoicing processes.
- Ensure services are delivered efficiently, accurately and in line with company KPIs and contractual agreements.
- Provide hands-on operational support where needed to maintain continuity and performance.
- Oversee financial reporting for Additional Services, ensuring accuracy, transparency and timely submission.
- Create and maintain a monthly review dashboard, providing analysis of revenue performance, trends and growth opportunities.
- Monitor revenue generation against targets, identifying risks and underperformance.
- Identify and develop new Additional Service opportunities across the business and Heathrow Airport to drive revenue growth.
- Collaborate with internal stakeholders to introduce and implement new service offerings.
- Ensure compliance with operational, financial and governance standards.
- Maintain accurate documentation, reporting and audit trails for all Additional Service activity.
Customer Service
- Lead and manage the day-to-day operations of the Customer Service department.
- Create, maintain and adjust staff rotas to ensure appropriate cover at all times.
- Maintain high office standards, ensuring organisation, professionalism and compliance.
- Develop and implement customer service procedures and best practices.
- Ensure adherence to company policies and the BSL Labour Agreement.
- Monitor team performance, provide coaching and drive continuous improvement.
- Produce accurate operational reports for review by the Head of Customer Experience.
Short-Term Strategy
- Lead the development and execution of short-term strategic plans aligned with business priorities and operational objectives.
- Monitor performance against targets, identifying risks and implementing corrective actions where needed.
- Analyse operational and financial data to support informed decision-making.
- Provide regular progress updates and performance reporting to the Head of Customer Experience and Head of Operations.
- Conduct post-implementation reviews to assess impact and capture lessons learned.
- Remain flexible and adapt plans in response to evolving business needs and external factors.
Quality Assurance
- Provide guidance to management on process development, process support and conformance.
- Oversee Root Cause Failure (RCF) initiatives to address process anomalies, identify non-compliance and support corrective action.
- Oversee implementation of Irreversible Corrective Actions (ICA) to reduce non-conformities, minimise operational disruption and improve resilience.
- Work in partnership with relevant Heads of Department to support strong internal and external audit results.
- Actively participate in Monthly Management Reviews (MMRs) and customer meetings, including monthly and quarterly reviews with HAL where required.
- Coach, mentor and support all levels of management in achieving operational excellence in innovation development, innovation execution, project management and process control.
- Support European deployment opportunities as they arise.
Strong operational leadership experience across warehousing, customer service or multi-function service environments.
Excellent people management, coaching and mentoring skills.
Strong commercial awareness and confidence working with financial and performance data.
Confident communicator with strong stakeholder management skills.
You will have the chance to lead teams, improve performance, support strategic initiatives and help shape future service growth.
Service Manager Short Term Support employer: AVTAV LTD
Contact Detail:
AVTAV LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager Short Term Support
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Manager Short Term Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Ancillary Services Manager role. Highlight your operational leadership experience and any relevant achievements in customer service or multi-function environments.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've led teams, improved performance, or driven revenue growth in previous positions.
Showcase Your People Skills: Since this role involves coaching and mentoring, be sure to mention your people management skills. We want to see how you've developed others and fostered a positive team environment.
Apply Through Our Website: For the best chance of success, apply directly through our website. This ensures your application gets to the right people and shows us you're serious about joining our team!
How to prepare for a job interview at AVTAV LTD
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of the Ancillary Services Manager. Familiarise yourself with Multiuser Warehouse operations, customer service standards, and financial reporting processes. This will help you demonstrate your operational knowledge and how you can contribute to the team.
✨Showcase Your Leadership Skills
As a Service Manager, strong people management is key. Prepare examples of how you've successfully led teams in the past, focusing on coaching, mentoring, and driving performance improvements. Be ready to discuss specific situations where you turned challenges into opportunities for growth.
✨Be Data-Driven
Since the role involves monitoring KPIs and operational performance, come prepared with insights on how you've used data to inform decision-making. Discuss any experience you have with financial control and how you've identified risks or underperformance in previous roles.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about their current challenges, team dynamics, and future goals. This shows your genuine interest in the role and helps you assess if the company aligns with your career aspirations.