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- Tasks: Supervise daily terminal operations and ensure a smooth passenger experience.
- Company: Join a leading airport team focused on safety and customer service.
- Benefits: Competitive pay, free parking, discounts, and comprehensive training.
- Why this job: Make a real impact in a dynamic environment while developing your career.
- Qualifications: Strong leadership skills and a passion for customer service.
- Other info: Exciting opportunities for growth and development in the aviation industry.
The predicted salary is between 35692 - 35692 £ per year.
We are looking for a Terminal Duty Manager to join our team.
Job Overview
To supervise and manage the day-to-day Terminal operations, ensuring the safe, compliant and efficient movement of passengers through car parks, main terminal check-in, PRM Assistance and departure Lounge whilst adhering to BOH operating and security protocols. To safely and efficiently operationally supervise the Terminal Teams which include Car Park Operatives, Customer Service Assistants for Check-in, Information Desk and Cleaning Team in accordance with Group behaviours, external statutory and regulatory requirements and all relevant policies and procedures.
Principal Accountabilities
- Business and Customer Service Accountabilities
- To assist in the management for safe, effective, efficient, and compliant operation that meets the daily operational needs of the business.
- To complete day-to-day audits on the appearance and functionality of the terminal landside and airside areas, to ensure that they are safe, tidy and well maintained, and that they have the necessary equipment in order to create a professional environment and service.
- Monitor Check-in, Customer Service and PRM performance against defined service level agreements, ensuring that specific and timely feedback is given and escalated as appropriate.
- Ensure CSA Check-in, Information Desk and Cleaning Team manning levels are maintained to ensure sufficient terminal services staff are available to meet the operational needs.
- Monitor CSA Check-in, Information Desk, PRM and Cleaning Team annual leave and sickness performance to enable staff to be tasked as efficiently as possible.
- Ensures ALL competency training is carried out in accordance with BOH maintenance of competency scheme.
- Ensures the highest possible standard of customer service is available to the airport authority, users and travelling public.
- Assist the Airport Duty Manager with maintenance of continued knowledge and understanding of Customer Service standards, operational procedures, Airport Operational Procedures, Airport Operational Instructions, Airport Emergency Orders and company policy.
- As required prepares and submit daily operational reports.
- Ensure as appropriate all records are completed correctly and within timescales.
- Assist Service Partners on a day-to-day basis to ensure a supportive approach to delivery of customer service.
- Gives constructive feedback on the management of the Customer Services to the Airport Duty Manager.
- Attends training courses in order to maintain and develop skills as identified within any proposed Personal Development Plan.
- Ensures and improves the productivity of all the Terminal Teams within acceptable safety parameters.
- Give team briefings and ensure daily information exchange with internal and external departments and agencies.
- Undertakes any other duties of a similar responsibility level as may be prescribed from as required.
- Monitors daily Team performance and take action to address identified problems and opportunities.
- Assist the Airport Duty Manager to develop the required policies and procedures.
- Be financially aware of the implication of actions within the terminal services function and assist the Airport Duty Manager to deliver efficient working programs.
- Assist the Airport Duty Manager to create an environment in which colleagues feel motivated to do their best work and empowered to make decisions relevant to their area of responsibility.
- Undertake Team counselling, dispense disciplinary actions, if appropriate.
- Respond to grievances, applying all procedures fairly and consistently in order to contribute to the effective management of human resources and employee relations within Group.
- To respond positively to complaints from users, and where appropriate investigate such complaints, ensuring timely recommendations to Terminal Operations Manager and positive action is taken to resolve problems and reduce risk.
- Performs other duties as assigned by the Terminal Operations Manager as required.
- Comply with all accountabilities defined within the Company Health & Safety policy ensuring compliance of all operational services with all the relevant Health & Safety legislation.
- Fundamental to the success of the Company and to achieving its business goals is a robust health and safety policy that is understood and acted upon by all employees.
- Whilst at work the post holder will comply with his/her responsibilities conferred by Sections 7 & 8 of the Health and Safety at Work etc. Act 1974.
- The post holder will: Take reasonable care of the health and safety of him/herself and other persons who may be affected by his/her acts or omissions at work, Co-operate with the Company management so far as is necessary in order that the Company can carry out its statutory duty under the Health and Safety at Work etc. Act 1974, and all relevant statutory provisions, Not intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare.
- In addition, the post holder will comply with the more specific requirements contained within the Corporate Centre Health and Safety Policy document – ‘Potholders’ responsibilities for health and safety.
- To support the Terminal Operations Manager in delivering the day to day safe and efficient operational management of the Terminal.
- To support the ADM/TOM in delivering the efficient utilisation of the Customer Services team to meet the operational needs including prioritising the appropriate resources as determined by the job description.
What’s on offer
- Rate of pay is £17.16 per hour or £35,692.80 per annum for a 40 hour working week.
- Free on-site parking whilst on duty.
- Free Airport parking when you go on holiday (subject to availability).
- Discounts on Fred Olsen Holiday.
- Discounts with Airport retailers including the On Site Restaurant and regular employee sales at World Duty Free.
- Comprehensive training package and fantastic career development opportunities.
- Full uniform provided.
Terminal Duty Manager in Bournemouth employer: Bournemouth Airport
Contact Detail:
Bournemouth Airport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Terminal Duty Manager in Bournemouth
✨Tip Number 1
Network like a pro! Reach out to current or former employees in similar roles. They can give you the inside scoop on what it’s really like and might even put in a good word for you.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Show them you’re not just about the job, but that you fit into their team vibe too!
✨Tip Number 3
Practice your responses to common interview questions. We all know they love to ask about teamwork and leadership, so have some solid examples ready to go.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show you’re genuinely interested in the role.
We think you need these skills to ace Terminal Duty Manager in Bournemouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Terminal Duty Manager role. Highlight your experience in managing teams and ensuring compliance with safety protocols, as these are key aspects of the job.
Showcase Your Customer Service Skills: Since customer service is a big part of this role, include examples of how you've provided excellent service in previous positions. We want to see how you handle complaints and ensure customer satisfaction.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to read through your qualifications and experiences.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Bournemouth Airport
✨Know the Terminal Inside Out
Before your interview, make sure you understand the terminal's layout and operations. Familiarise yourself with the key areas like check-in, PRM assistance, and the departure lounge. This knowledge will help you demonstrate your readiness to manage day-to-day operations effectively.
✨Showcase Your Leadership Skills
As a Terminal Duty Manager, you'll be supervising various teams. Prepare examples of how you've successfully led teams in the past, handled conflicts, or improved team performance. Highlighting your leadership style and how you motivate others will set you apart.
✨Emphasise Customer Service Excellence
Customer service is crucial in this role. Be ready to discuss your approach to ensuring high standards of service. Share specific instances where you resolved customer complaints or improved service delivery, showing that you can maintain a positive environment for both staff and passengers.
✨Understand Health & Safety Protocols
Familiarise yourself with health and safety regulations relevant to airport operations. Be prepared to discuss how you would ensure compliance and promote a safe working environment. This shows that you take safety seriously and are ready to uphold company policies.