Duty Manager

Location: Heathrow Airport, London, UK

Overview

The Shift Lead is responsible for leading a team to ensure the seamless operation of the department, meeting and exceeding safety, customer service, quality, performance, and employee well-being standards. This role involves overseeing daily operations, managing performance, engaging employees, and ensuring optimal resource allocation.

Key Responsibilities:

Operational Leadership

• Lead and coordinate resources within the department to meet operational and service commitments.
• Oversee the supervisory team to ensure efficient service execution, staffing allocation, and schedule adjustments in line with key performance indicators.

Team Management & Development

• Proactively engage with the team, fostering opportunities for discussion, briefings, and learning.
• Collaborate with the Training team to ensure compliance with developmental pathways and mandatory training.
• Actively coach and develop shift team members, providing feedback and identifying training opportunities.

Customer Service & Compliance

• Act as an ambassador for customer service, coaching staff on service standards and uniform compliance.
• Liaise regularly with airline clients to ensure top-tier service delivery.
• Manage airline or passenger investigations efficiently, in line with customer airline policies.

Performance & Employee Well-being

• Support departmental activities as needed or requested by management.
• Assist in disciplinary and grievance investigations when required.
• Monitor and manage staff welfare, including attendance tracking and reporting concerns to HR

Health, Safety & Reporting

• Ensure all team members take care of company property and airport infrastructure, reporting faults promptly.
• Make informed decisions aligned with company policies, proactively reporting safety or improvement opportunities.
• Provide reports and updates to the Department/Service Delivery Manager as needed.
• Liaise with external bodies such as HAL, taking appropriate action

• Shift Patterns
• 6 on, 3 off schedule
• Shifts: 3 early shifts, late shifts, 3 off

Shifts are subject to change based on business needs.

Requirements

Eligibility Criteria

Ability to pass airport security clearance, including:

• 5-year checkable history (employment, self-employment, education, or benefit claim).
• 5-year UK address history.
• Eligibility to work in the UK (valid passport, visa, or biometric residence permit).
• Proof of National Insurance.
• Recent proof of address (utility bill, bank statement, or HMRC letter dated within the last 3 months).

Education & Experience

• Minimum 2 years of experience leading large teams in a fast-paced operational environment.
• Previous experience working with unions.

Skills & Abilities

• Strong leadership and communication skills.
• Cultural awareness and ability to work in a diverse environment.
• Excellent customer service approach.
• Proficiency in IT systems.