Baggage Hall Supervisor - Heathrow Airport

Swissport; Hatton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading baggage handling company in the UK seeks a Baggage Supervisor responsible for overseeing the baggage operation and leading the front-line team. This role involves maintaining safety standards, ensuring timely baggage delivery, and managing team performance. Candidates should have experience in aviation, leadership skills, and be flexible with shift work. This position offers the chance to lead a team in a dynamic environment, with a commitment to safety and quality service.

Qualifications

• Experience working in aviation, ideally in an airside/baggage operational role.
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays).
• Fluent spoken and written English.

Responsibilities

• Lead and motivate the baggage team to ensure safe and timely operations.
• Monitor and control overtime and resources usage.
• Ensure compliance with SOPs, safety, and security processes.
• Conduct QHSE inspections and audits as required.

Skills

Leadership

Communication

Problem-solving

Organizational skills

Health and Safety compliance

Job description

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.

Job Responsibilities

• 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 & 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 & 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/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
• Airline KPI's
• Safe and on time performance
• Baggage Delivery times
• Roster vs Timesheet allowance (breaks and team members leaving on time)
• Equipment Damage

You will have the ability to accept and embrace change as a constant and unpredictable feature of your working environment.

Key Competencies

• 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.

Requirements

• Experience working in aviation, ideally in an airside/baggage operational role.
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays).
• Prepared to undertake active supervision within three months of being appointed to the 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.