At a Glance
- Tasks: Lead a dynamic clerical team at London Stansted Airport, ensuring top-notch customer service.
- Company: Join a leading aviation company with a focus on teamwork and excellence.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for personal growth.
- Other info: Embrace change and thrive in a vibrant, collaborative workplace.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Experience in aviation preferred; strong communication and organisational skills required.
The predicted salary is between 30000 - 40000 £ per year.
Overview
The Clerical Team Leader is a vital operational role where you will have delegated responsibility for managing the front-line Clerical team members at London
STANSTED
Airport.
Location
- London
- STANSTED
- Airport, UK
- This role is
4on / 4 off, two days / two nights positio n.
Day Shifts: Two consecutive 12-hour day shifts.
Night Shifts: Followed by two consecutive 12-hour night shifts.
Responsibilities JOB RESPONSIBILITIES
- Lead by example in order to ensure we deliver consistently great customer experiences at every touchpoint.
- Ensure available resources are used to the optimum level (monitor and control overtime payments).
- Support and identify training needs and where required train, coach and mentor the team.
- Create & maintain a progressive, open feedback culture by managing the performance of employees.
- Ensure the strict implementation of the Customer Services budget.
- Resolve all customer service challenges in a timely manner and assist in negotiations with new customers.
Strict implementation of Passenger Service budget such as overtime spend and sickness policy.
- Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience.
- Ensure all safety and security processes and procedures are always complied with.
- Ensure Compliance with all Uniform & PPE Requirements.
- Hold Team Briefings.
- Conduct and provide team feedback as and when needed.
- Manage and contribute towards change within the operational environment and maintain commercial awareness in identifying new business opportunities.
- Coordinate return to work paperwork for sick team members.
- Conduct and complete QHSE inspections and audits as required.
- Effectively work with the station manager to support the reduction of attrition in the workplace.
Ensure good daily communication with the airport authorities and to achieve our airport AOL goals.
- Complete other duties as assigned
- LEADERSHIP QUALITIES
- To provide professional day to day leadership to a team, ensuring the highest standards of health and safety, quality, customer service and security are met and maintained.
- Must demonstrate a personal commitment to rigorously enforcing appropriate standards of health, safety and security, in order to ensure performance improves year on year.
- To actively manage your team members ensuring that every member receives timely, appropriate feedback, in order to improve day to day performance and behaviour.
- To act as a role model to staff, by tackling poor performance/slash misconduct whenever it occurs.
- To take a pro-active approach to support the operation to best effect in all cases.
- To take personal responsibility to ensure that the team delivers the appropriate service to the same high standards on every occasion, in order to reduce health and safety incidents and always provide a consistent service to customers.
- Communicate and collaborate to engage others.
- Create transparency to drive results.
- KEY PERFORMANCE INDICATORS
- Health and Safety
- Accuracy of travel document checks
- Airline KPI's
- Safe and on time performance
- Roster vs Timesheet allowance (breaks and team members leaving on time)
ESSENTIAL SKILLS
- You will have the ability to accept and embrace change as a constant and unpredictable feature of your working environment.
- Can communicate clearly with your people to help them understand Swissport Western Europedirection.
- Be able to build positive and trusting relationships.
- Be open to different opinions and seek acollaborativeapproach.
- Embrace an ideas culture to enable teams to create an agile edge.
- Promoteflexibility, adaptability and agility in order to enable contingency time.
- Demonstrateasense of urgencyand the desire to imprevethe delivery of services and acommitment to continuousimprovement.
- Personal and professional integrity of the highest order
- Excellent organisational abilities, attention to detail, able to prioritise workloads and work effectively to deadlines in a fast-paced complex environment.
Qualifications QUALIFICATIONS AND COMPETENCIES
- Experience working in aviation, ideally in an airside operational role.
- Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
- To have undertaken or be prepared to undertake active supervision within three months of being appointed into role
- Fluent spoken and written English (additional languages beneficial)
- A desire to lead and develop other teams and team members.
Administrator Team Leader Stansted employer: Swissport International AG
Swissport International AG is an excellent employer, offering a supportive work culture where every team member plays a vital role in enhancing guest experiences. Located in Belfast, employees benefit from free meals during shifts, industry-recognised training, and a robust pension scheme, all while enjoying flexible working hours that promote a healthy work-life balance. With a focus on employee growth and development, this position not only ensures high standards of cleanliness but also provides a rewarding environment for those looking to make a meaningful impact.
Contact Details:
Swissport International AG Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Administrator Team Leader Stansted
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Swissport International AG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Swissport International AG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Administrator Team Leader Stansted
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Swissport International AG:Your cover letter is your chance to shine! Tell us why you want to work at Swissport International AG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Swissport International AG!
How to prepare for a job interview at Swissport International AG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
