Gate Supervisor (London Heathrow)

Salary: £33,280 plus shift pay and excellent benefits

Contract: Permanent

Hours: Full Time, 37.5 hours per week

Shifts: Various shifts between 04:00am and 23:30pm on a 4 on 2 off shift pattern

Location: London Heathrow Airport

Closing Date: Sunday 16th March 2025

In a nutshell

At Virgin Atlantic, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we're seeking Gate Supervisors to join our outstanding Gate team at London Heathrow airport. The position will involve supporting our airport operations by leading the safe, secure and timely departure of our flights and ensure that our customers receive a most loved boarding experience.

As a strong and confident communicator, you'll deliver clear and concise messages to our customers and team, including our Duty Managers, Turnaround Co-ordinators (TCO), Customer Service Agents (CSA), Cabin crew, cleaners and caterers.

Day to day

• Preparing, monitoring and planning individual flight departures within a 24-hour window
• Conducting cabin appearance audits to ensure aircraft interiors meet Virgin Atlantic’s high standards of cleanliness and presentation before customer boarding
• Operationally leading, coordinating and motivating a team of up to 5 CSAs at the departure gate
• Ensuring all announcements are delivered clearly with Virgin Atlantic's unique tone of voice
• Operating jetties and opening aircraft doors, whilst maintaining the highest levels of customer experience, compliance standards and on-time performance
• Ensuring accurate catering of all flights to minimise over spend
• Driving ancillary sales to improve our customer experience and journey
• Maintain accurate customer reconciliation on board and completing all relevant gate reports
• Ensuring all Virgin Atlantic, Department for Transport (DfT) and Transport Security Administration (TSA) regulations are adhered to by all team members during the departure process
• Responsible for resolving customer service challenges at the gate
• Accountable for meeting and exceeding customer expectations as reflected by our Net Promoter Score (NPS) and Voice of the Customer (VOC) metrics

About you

Are you passionate about providing excellent customer service, playing a pivotal part in our customers journey at the airport? We're on the lookout for natural problem solvers with the ability to think on your feet to create memorable experiences for our customers!

In addition to the above, we're looking for:

• A minimum 12 months previous airline experience in a ground based, customer facing role is essential for this role
• Solid understanding of using an airline Departure Control System (DCS) is preferable
• Experience in leading a team with confidence to collaborate and encourage others creating a positive team spirit
• Effective planning and organising skills with a high level of accuracy to keep to maintain on time performance
• Strong attention to detail with excellent verbal and written communication skills
• Computer literate and able to use MS Office to a good standard
• Flexibility to work different shifts between 04:00am and 23:30pm, including weekends and bank holidays

You'll be required to gain and hold a HAL ID in line with security background checks. We'll provide you with full training on our in-house system, however, you'll need to be computer-literate and adept at switching between applications.

Does this sound like you? If so, we'd love to hear from you! If successful during your application, the final stage will be an invite to our in-person interview at London Heathrow at the end of March with a planned start date of May 2025.

Be yourself

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive.

So that everyone at Virgin Atlantic can be themselves and know they belong. To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team.