Clerical Team Leader

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

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.
• 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.
• Complete other duties as assigned.

LEADERSHIP QUALITIES

• 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.
• Demonstrate a personal commitment to rigorously enforcing appropriate standards of health, safety, and security.
• Actively manage your team members ensuring that every member receives timely, appropriate feedback.
• Act as a role model to staff, tackling poor performance or misconduct whenever it occurs.
• Take a proactive approach to support the operation to best effect in all cases.
• Take personal responsibility to ensure that the team delivers the appropriate service to the same high standards on every occasion.
• Communicate and collaborate to engage others.
• Create transparency to drive results.

KEY PERFORMANCE INDICATORS

• Health and Safety
• Accuracy of travel document checks
• Airline KPIs
• Safe and on-time performance
• Roster vs Timesheet allowance (breaks and team members leaving on time)

ESSENTIAL SKILLS

• 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.
• 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 to enable contingency time.
• Demonstrate a sense of urgency and a commitment to continuous improvement.
• Personal and professional integrity of the highest order.
• Excellent organisational abilities, attention to detail, and able to prioritise workloads 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, evenings, nights, weekends, and holidays).
• Prepared to undertake active supervision within three months of being appointed into the role.
• Fluent spoken and written English (additional languages beneficial).
• A desire to lead and develop other teams and team members.

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