Airport Team Manager - Customer Services - Heathrow Airport

Swissport; London; On-site; GBP 40,000 - 65,000; Full time

Job summary

A leading company in airport operations is seeking a Customer Services Airport Team Manager at Heathrow Airport. This role involves operational leadership, managing day-to-day activities, ensuring safety protocols, and achieving profitability targets. The ideal candidate will have strong leadership capabilities, a background in P&L management, and exceptional communication skills.

Qualifications

• Minimum of 3 years’ experience with significant P&L accountability.
• Fluent in spoken and written English.
• Strong knowledge of business management principles.

Responsibilities

• Ensure compliance with company health and safety guidelines.
• Maximise profits and maintain effective cost control.
• Build positive relationships with stakeholders and customers.

Skills

Communication

Leadership

Organizational Skills

Flexibility

Integrity

Job description

Overview

Customer Services Airport Team Manager

Location: Heathrow Airport

The Airport Team Manager is a key operational leadership position within Swissport UK&I Station Structures, reporting to the Swissport Station Manager or Head of Department. They will be responsible for all daily operations and operational delivery at the airport.

Day to day, you will be responsible for motivating and engaging staff to ensure the delivery of customer airline targets while complying with all company and customer procedures, policies, and brand values. You will be responsible for ensuring safe, profitable, high-quality performance in accordance with customer expectations, corporate objectives, strategy, and plans. You will also provide leadership and guidance to staff across a diverse workforce.

This role involves overseeing the day-to-day operational excellence of the Swissport Teams across the station, benchmarked against the Swissport Leadership Competencies including Leading and Facilitating Change, Applying Commercial Acumen, Coaching and Developing Others, Making Decisions, Managing Performance for Success, and Executing and Getting Results.

Responsibilities

The following responsibilities are associated with this job role:

Safety Leadership

• Ensure all employees comply with company rules, procedures, and health and safety guidelines.
• Implement and monitor the local emergency plan.
• Use active supervision to influence employee behaviour and improve culture.

P&L Management

• Ensure labour to revenue targets are met as per station requirements.
• Maximise profits and maintain effective cost control.
• Manage station attendance and absenteeism in line with cost control measures.

Leadership and Stakeholder Management

• Establish strong leadership with supervisory staff through excellent communication skills and a positive work environment.
• Experience in project management and change management.
• Manage teams and people management processes.
• Participate in internal and external meetings as required.
• Solve conflicts and take appropriate actions.
• Build relationships with Trade Union Representatives or employee representatives.

Quality Focus, Service Delivery, and Operational Efficiency

• Plan resources efficiently (manpower, equipment) with the planning department.
• Coordinate operations with station management to ensure resources are available for high standards.
• Monitor and control performance KPIs related to Airside Activities, maintaining policies and procedures.

Business Growth and Strategy

• Identify and act on opportunities and challenges to maximize business potential.
• Challenge operational status quo for improved performance and growth.
• Develop and enhance customer relationships at an operational level, ensuring new business or renewals support P+L objectives.

Relationship Builder

• Build trust within the business, especially with the Head of Department and Business Unit Heads, as well as central support functions.
• Identify and develop future team leaders.
• Encourage employees to develop business acumen.
• Maintain close relationships with customers, trade unions, and regulatory bodies.
• Promote a customer-centric culture, understanding customer needs and creating value.
• Embed customer knowledge and product information across airport teams.

Qualifications

• Effective communication skills to help teams understand Swissport UK&I's direction and build trust.
• Ability to build positive relationships and seek collaborative approaches.
• Openness to different opinions and ideas.
• Promote flexibility, adaptability, and agility.
• Sense of urgency and commitment to continuous improvement.
• High personal and professional integrity.
• Excellent organizational skills, attention to detail, and ability to prioritize in a fast-paced environment.
• Strong knowledge of business management principles, financial concepts, and key drivers of profitability and operational performance.
• Minimum of 3 years’ experience with significant P&L accountability and leading large teams.
• Fluent in spoken and written English.

The list is not exhaustive and may vary depending on location and customer requirements.

ESSENTIAL SKILLS

• Ability to accept and embrace change as a constant feature of the work environment.
• Lead by example and set a positive tone for the team.