Lost & Found Supervisor in London

We are seeking an experienced Lost and Found Team Supervisor with comprehensive knowledge of World Tracer, BRS, and airline DCS systems to oversee our daily operations and manage a diverse workforce. The ideal candidate must have proven supervisory experience in customer service and demonstrate proficiency in managing baggage facilities operations through thorough understanding of company procedures.

Drawing from significant experience in fast-moving airport environments, the supervisor will interact with traveling passengers, airlines, and Airport Authorities while maintaining the highest standards of service under operational deadlines. This role requires exceptional organizational capabilities to handle multiple tasks while maintaining accurate data reporting to management. The supervisor must enforce Health and Safety standards, meet tight deadlines, and deliver meticulous attention to detail while maintaining a customer-focused approach.

Essential qualities include remaining composed under pressure, exercising discretion with confidential matters, and showcasing outstanding time management and planning abilities. The position demands excellent written and verbal communication skills to build and maintain positive relationships with staff, passengers, and third-party customers. The successful candidate will be responsible for driving team performance while ensuring the highest standards of service in this challenging and dynamic airport environment.

Responsibilities

• Identify daily objectives and have a plan to ensure these are achieved.
• Dealing with any customer complaints and full investigations and reports provided to customer airlines.
• Assisting the Baggage Manager with employee relation issues and auditing staff performance.
• Attendance to weekly meetings with customer airlines and internal dnata meetings.
• Offer guidance, coaching and support to staff where necessary to continually achieve agreed SLAs.
• Continually review training needs of individuals as well as to better the operation.
• Compiling statistical reports as required by the baggage manager.
• Compiling operational reports to the baggage manager detailing progress/problems on a daily basis.
• Conducting operational/daily briefs meetings with the staff.
• Comply with all company procedures and instructions.
• Making sure passengers and airlines are communicated through email or phone calls.
• To undertake any other duties as required by management, commensurate with the grade of the post.
• Promote at all times the Vision, Mission, Values of dnata.

The successful candidate will be a leader who demonstrates strong negotiation skills to achieve optimal outcomes. We are looking for someone who can effectively influence and guide teams through change management initiatives while maintaining high IT proficiency across our systems. As a natural motivator, you will inspire your team to reach peak performance while making decisive, well-reasoned decisions in challenging situations. Your proven track record in problem-solving and unwavering commitment to safety standards will be essential in driving operational excellence.

This role offers a competitive salary and benefits package commensurate with experience, along with opportunities for professional development and career advancement within our growing organization. If you are a safety-driven professional who thrives in a fast-paced environment and possesses these critical leadership qualities, we invite you to join our team and make a significant impact in our airport operation.

Values

At dnata, our values define who we are and how we work together. We are safe – making safety and security a mindset in everything we do, where every team member is empowered to speak up and prioritise wellbeing. We play to win – going above and beyond for our customers, setting ambitious goals, taking ownership, and empowering bold decision-making. We respect everyone and work as a team – building trusted relationships, embracing diversity, and creating a culture of belonging where respect and results go hand in hand. We are future-thinking – welcoming innovative ideas, taking responsibility for our impact, learning from challenges, and investing in our people's potential. If these values resonate with you and you're ready to be part of a team shaping the future of ground handling and cargo services, we'd love to hear from you.