Operations Services Supervisor

Dev; Birmingham; On-site; GBP 24,000 - 32,000; Full time

Job summary

Colten Care is seeking an Operations Supervisor to oversee safe airside operations and lead frontline team members in delivering services per Swissport procedures, policies and brand values.

You will supervise tasks, plan resources, ensure regulatory compliance, maintain manuals, and foster strong relationships with customers and airport authorities. The role requires strong leadership and a proactive approach to safety and efficiency.

Qualifications

• Experience in frontline operations management.
• Ability to lead, motivate and engage large teams.
• Strong understanding of safety and security procedures.

Responsibilities

• Supervise/allocate tasks including reporting absences and overtime.
• Plan and deploy resources to meet customer and operational requirements.
• Ensure compliance with safety and security procedures.
• Maintain up-to-date manuals and documentation.
• Build and maintain relationships with customers and airport authorities.

Skills

Airside operations

Team leadership

Safety compliance

Operational planning

Communication

Job description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Ethnic Minority, and the Previously Incarcerated. If you identify with any of the following communities do not hesitate to register, even if you feel that this particular opportunity is not the right fit for you.

Company Name: Colten Care

Job Description

Pay: £14.31 per hour which equates to a full-time salary of £27,911.81 p.a

ROLE SUMMARY

The Operations Supervisor is a critical frontline operational role where you will have responsibility for the safe airside operation and our front-line team members. 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

• Supervise/allocate tasks including reporting absences and overtime.
• Plan and deploy resources to ensure customer and operational requirements are met
• Ensure compliance with all Swissport corporate safety and security procedures in order to meet/exceed regulatory standards deliver the desired customer service experience
• Maintain up-to-date manuals and documentation
• Build and maintain relationships with customers and airport authorities
• Ensure compliance with Swissports SOPs and policies
• Ensure maximum efficiency in the operation/turnround of inbound and outbound flights
• Responsible for maintenance of assigned equipment and materials
• Contribute/assist with local emergency plans
• Make operational decisions with the operational plan.
• Ensure that staff are adequately trained, (including monthly manual loadsheets - if required) motivated and communicated with.
• Coordinate operational issues between dispatchers, airlines and flight crew members including delay management and diversions.
• Monitor and ensure that all Swissport departmental standard operational procedures (SOP's) are followed accordingly.
• Ensure the overall supervision and quality of the dispatch release, flight following and operational control processes.
• Quality control and monitoring of flight files, messaging systems, SITA, and issue loadsheets and LIRF's
• Coordinating with all internal departments, line management, CLC, other service providers and airlines when required.
• Create operational reports
• Attending and investigate any incidents / accidents
• Looking after adhoc handling requests communicating information to other airport agencies and dealing with the business development team.
• Ensuring FSC data is entered accurately and flights are closed in a timely manner and ensuring cleaning services match what has been entered in FMS GHS.
• Ensuring correct Flight File Management and Supervision of flight files, and ensuring daily checks and audits on W&B , flight file documentation and load-sheet documentation are signed off, accurate and complete by authorised personnel.
• Ensuring compliance to the Triple AAA documentation processes, along with sign offs and documented audit process.
• Ensuring that any dispatcher assigned to a flight or airline, is suitably authorised/qualified/licenced to carry out W&B/load-sheets/AAA for respective aircraft and airlines.
• Will be required to handle commercially/contractually sensitive information related to airlines charges, ad-hoc handling rates and services.
• Ensure the safe and secure handling of cash/credit card transactions in line with company procedures.
• Be the critical communications link between the station, the airlines and the airport authority, as well as all legal and jurisdictional bodies, such as the CAA, HSA, Airport Police and Dept of Transport.
• Control and allocation responsibilities of labour and resource on a day to day basis

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

• Agreed customer standards for the provision of operations will be maintained within budget/forecast labour cost targets.
• Lateness and absenteeism and staff turnover actively managed within agreed local limits.
• Uniform standards and presentation consistently maintained in line with Company policy.
• Maintenance of good customer and employee relations, disciplinary issues and level of complaints attributed to the shift.
• Consistent accuracy and completeness of paperwork within time scales and standards set by local management.
• Completion of Operations audits and follow-up to be completed every winter and summer season.
• Completion of formal staff appraisals, for all staff.

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 SwissportWestern Europedirection.
• Be able to build positive and trusting relationships.
• Be open to different opinions and seek acollaborativeapproach.
• Embrace an ideas culture to enable teams to create an agile edge.
• Promoteflexibility, adaptability and agility in order to enable contingency time.
• Demonstrateasense of urgencyand the desire toimprovethe delive