Passenger Services Team Lead

At PrimeFlight UK, we take pride in our essential role of keeping flights on schedule and ensuring that passengers, baggage and cargo reach their destinations safely and efficiently. We believe that it’s the small things that matter like details, improvements, and investments that collectively make a difference for our customers, employees, partners, and the world we live in. If you are passionate about quality service, with a commitment to putting our customers at the centre of everything you do, we would love to hear from you. Join our team and be part of a dynamic environment where your skills and dedication are valued and where you can grow and develop your career.

PrimeFlight UK offers ground handling services to both Scheduled & Charter flights operating to and from Inverness Airport, including customer, baggage and aircraft handling. Reporting directly to the Passenger Services Duty Manager you will be responsible for ensuring that all passenger related activities are performed, safely, smoothly and in a timely and accurate manner. This is a primarily hands-on role, you will be expected to maintain all elements of passenger handling procedures which includes but not limited to, ticketing, lost luggage, check in and gate activity.

You will be accountable for all people activities with your team, including managing employee absence, lateness, proactively covering overtime, recruitment and selection, disciplinary and grievance. You should be able to demonstrate a hardworking, adaptable attitude and be able to thrive on variety in the workplace including resource planning. You should lead the team by example and demonstrate leadership skills and be a credible role model. You should work in partnership and communicate clearly with all key stakeholders across the operation including back of house, operations, cleaning, training and Safety and compliance teams.

Role Responsibilities:

• Responsibility for day to day management of the FOH Team including but not limited to supporting the employees on shift, allocation and monitoring of employee duties, co-ordinating and supporting all operational departments.
• Drives and role models the company values of Integrity, Motivation, Passion, Accountability, Commitment, Trust and Safety.
• Responsibility for ensuring an effective departmental daily auditing process is followed, gate report Checks, check in and gate audits are completed in line with airline specific requirements.
• Assists the Passenger Services Manager with the day to day running of the operation, to include but not limited to, employee rosters, sickness and lateness to ensure effective operational coverage in line with PrimeFlight Aviation Services policies and procedures.
• Responsible for employee performance reviews and appraisals and other HR meetings including absence, Lateness, poor behaviour.
• Ensure every bag is handled with care.
• Provide exceptional assistance and be genuine and polite to passengers and colleagues.
• Employees must not have mobile phones in use out with break areas.
• Employees must not eat or drink out with break areas.
• Maintain uniform standards to the policy. Drives highest standards of employee grooming.
• Deliver team meetings to cascade key company and airport communications including safety messages and focus points.
• Responsible for ensuring Intelex entries submitted on every shift.
• Conduct 3 month probation review and raise any concerns with the HR Manager and Passenger Services Manager.
• Responsible for performing investigations and disciplinary hearings in a timely manner.
• Any other reasonable duties requested by the line manager.

What we're looking for:

• Ability to use initiative and be proactive.
• Planning and organising workload.
• Strong communication skills, verbal and written.
• Precise attention to detail.
• Credible role model and demonstrates leadership skills.
• Shows consistency and fairness in the management of people.
• Drives diversity and inclusion within the team and calls out unacceptable behaviour and language.
• Passionate about safety in the operation.
• Experience in a supervisor role and a proven track of managing team is required.
• A full clean driving license is essential.
• Experienced Aviation background.
• Possesses the ability to identify hazards, assess and mitigate operational risks proactively.
• High level of punctuality and attendance.
• No live disciplinary warnings on personnel file.
• Leads by example to all employees, professional and credible.
• Good level of IT skills and knowledge of computer systems.
• Excellent communication skills, must be able to perform group briefings and have credibility and influence within the station.
• Strong Knowledge of all Airline products and policies.

Why Join Us?

• Comprehensive on-the-job training to equip you with all necessary skills.
• Uniform provided for a professional appearance.
• Free on-site parking, ensuring convenience for your commute.
• Additional leave entitlements.
• Employee Assistance program.
• PrimeFlight UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.