Lane Performance Supervisor

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job reference: REQ000487

Date posted: 13/12/2024

Application closing date: 27/12/2024

Salary: £35,819 per Annum

Annualised hours: Various contacts available

Package: Employer pension contributions, salary sacrifice scheme, Cycle to work Scheme, Life Assurance, company bonus scheme, Great people award and recognition scheme, Proud perks

Contractual hours: 1955

Basis: Full time

Birmingham Airport is the UK’s seventh largest with 30 airlines serving over 120 destinations direct and onwards to over 400. Prior to the Covid-19 pandemic 13m customers a year flew in and out of BHX. Going forward we project growth to more than 18m customers a year by 2033 – by which time we will be connected to central London by HS2 trains in just 37 minutes and aim to have become a net zero carbon airport.

Our purpose is: Proud of Every Journey. That means everyone at the airport and the 100 organisations operating on the airport site, taking pride in getting customers safely, punctually, and comfortably from A to B.

By creating a kind, values-driven environment where everyone feels empowered to bring their best to work, we will retain and develop our people – and deliver on our purpose. Our seven pillars, Growth, Customer, Neighbour, Efficiency, People, Safety & Security and Carbon, support the strategic output of the company.

Our values – Curious, Dedicated, Inclusive, Respectful & Supportive guide how our colleagues treat each other as we serve customers with safety & security as our top priority.

Summary of the role

Reporting to the Security Duty Managers, you will lead a team of allocated Security Officers to deliver the passengers search operation in a safe, compliant and efficient manner, with a focus on active supervision, elevating standards and performance, staff engagement and welfare.

Under the direction of the Security Duty Manager, you will manage your team within the Passenger Search Area ensuring that your allocated Security Officers are supported, coached, and given appropriate feedback on their individual and departmental performance. You will lead your team to achieve the required targets, in areas such as compliance, throughput, customer satisfaction and staff welfare. You will be accountable for your team, in line with the Security Continuous Improvement strategy and overall business purpose to be “proud of every journey”. You will actively evolve and support the implementation of an efficient, structured team operating model within the Passenger Search Area.

Duties and Responsibilities

• Lead by example consistently demonstrating high standards of professional conduct and fostering a positive culture that supports a fair and consistent working environment.
• Encourage a high performing team mindset amongst peers and direct reports.
• Motivate your team by providing support, coaching, and encouraging developmental.
• Drive a culture of challenging and rewarding in the moment and to appropriately deal with any employee issues and escalate, if necessary, to the Security Duty Managers, in line with Company procedures.
• Actively recognise positive behaviours and address negative behaviours.
• Ensure that through daily line management, regular communication and colleague reviews with your team, the company values are actively demonstrated and that our objectives are achieved.
• Ensure that the department maintains regulatory standards and compliance with any processes, procedures, and practices by utilising the systems available to monitor performance levels.
• Ensure that your team are working in a safe manner, promoting a positive safety culture, encouraging reporting of near misses, and actively addressing any unsafe working, using available reporting systems.
• Be accountable for your allocated team, ensuring all compliance and people management targets are achieved.
• People management responsibilities to include integration of new starters and completion of probation reports.
• Ensure all aspects of the security lanes and screening room are optimised for achieving maximum throughput and to maintain compliance targets.
• Promote and drive the daily focus on operational performance, actively engaging with continuous improvement initiatives and using data and available tools to inform decision making.
• Consistently deliver a high standard of customer service to internal and external parties to ensure that relationships are maintained and that the Airport reputation and credibility is strong.
• Support the company customer pillar, placing them at the heart of everything we do, to appropriately balance security compliance and customer experience.
• Support the emergency response to incidents such as security breaches, fire evacuations, un-attended items, mixing of arriving and departing passenger etc.
• Conduct security related equipment testing to required standards and report any equipment related faults.
• Carry out such duties commensurate with the grading of the post which may be determined from time to time.

Candidate requirements

• Previous experience managing or supervising small teams of colleagues or experience in coaching and mentoring colleagues.
• Engaging, dynamic and confident communicator with well-developed interpersonal skills including the ability to persuasively influence and manage people, exercising authority appropriately.
• Excellent organisational skills including the ability to prioritise conflicting demands without loss of quality and standards.
• Ability to demonstrate consistency, impartiality, confidentiality, empathy and objectivity when dealing with people.
• Demonstrate a high standard of professional conduct, always leading by example and promoting the airports values.
• Ability to provide constructive feedback and coaching regarding areas for development to team members.
• Displays self-awareness and demonstrates a commitment to personal development and building credibility with team members, peers and managers.
• Demonstrates a pro-active, dynamic approach with a can-do attitude to problem solving when dealing with challenging situations.
• Ability to embrace change and support colleagues through the journey of learning new procedures and ways of operating.
• Strong IT skills to include proficient use of computer software e.g. Microsoft Office.
• Previous experience co-ordinating responses to emergency situations to include report writing.
• Demonstrate a ‘think threat’ attitude and a logical decision-making process when responding to security incidents.
• Previous experience or knowledge of continuous improvement principles.
• A high standard of personal compliance and conduct.
• Holds or ability to obtain a current Ground Security Officer qualification.
• Holds or ability to obtain a current Ground Security Supervisor qualification.
• Holds or ability to obtain a national aviation Threat Assessor qualification.