Baggage Hall Supervisor - Heathrow Airport

Overview

Baggage Hall Supervisor

Location: London Heathrow Airport

The Baggage Supervisor is a critical frontline operational role where you will have responsibility for the safe baggage operation and our front-line team members. You will be responsible for coordinating a variety of factors across several areas of the Baggage team, including baggage delivery to aircraft. You will be responsible across several duties whilst on shift from allocating team members on shift, overseeing the safe on-time delivery of baggage, and holding team members accountable for their actions. You will be responsible for leading, motivating, engaging, and inspiring all team members to ensure the delivery in line with Swissport procedures, policies, and brand values.

Responsibilities

Job Responsibilities

The following responsibilities are associated with this job role:

• Lead by example in order to ensure we deliver safe on-time departures to all our clients.
• 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 and maintain a progressive, open feedback culture by managing the performance of employees.
• Ensure the strict implementation of the Baggage 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 and 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 station managers to support the reduction of attrition in the workplace.
• Be responsible for the care and day-to-day coordination of equipment.
• Ensure good daily communication with the airport authorities and to achieve our airport AOL goals.
• Ensure stock control and management (airline supplies materials/Red Label/STBY).
• Quality checks and audits.
• 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/misconduct whenever it occurs.
• To take a proactive 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
• Airline KPI’s
• Safe and on-time performance
• Baggage delivery times
• Roster vs Timesheet allowance (breaks and team members leaving on time)
• Equipment damage

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 Europe direction.
• Be able to build positive and trusting relationships.
• Be open to different opinions and seek a collaborative approach.
• Embrace an ideas culture to enable teams to create an agile edge.
• Promote flexibility, adaptability, and agility in order to enable contingency time.
• Demonstrate a sense of urgency and the desire to improve the delivery of services and a commitment to continuous improvement.
• 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/baggage operational role.
• Flexible to work on various shifts (days, evenings, 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.
• Full UK manual driving licence.

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