Shift Supervisor

Mitie; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading facilities management firm is seeking a Shift Supervisor at St Pancras International. This role involves leading a team, ensuring high standards of customer service for EES operations. The ideal candidate will have supervisory experience, strong leadership abilities, and flexible availability. The position offers an hourly rate of £17.23 under a fixed-term contract of 18 months, with opportunities for career progression.

Benefits

Competitive hourly rate

18-month fixed-term contract

Full uniform and supervisory training

Career development opportunities

Comprehensive training on Payroll application software

Qualifications

• Proven experience in a supervisory or team leader role.
• Strong leadership and communication skills.
• Excellent organisational skills and attention to detail.
• Ability to manage challenges effectively.
• Flexible approach to working hours.

Responsibilities

• Lead a team of Customer Service staff across multiple duties.
• Prepare and manage shift rotas for operational coverage.
• Conduct daily briefings for team responsibilities.
• Support and coach team members for excellent service.
• Address on-shift issues or queries promptly.

Skills

Leadership

Communication

Organisational skills

Calm under pressure

Flexible approach

Job description

Overview

Shift Supervisor

Location: London, St Pancras International
Contract Type: Fixed-Term (18 months)
Hours: 42 hours per week (average)
Pay Rate: £17.23 per hour
Shift Pattern: 3 early shifts, 3 late shifts, followed by 3 days off

About the Role

Mitie has an exciting opportunity for an experienced and motivated individual who can lead a team. The role class as a Shift Supervisor, individual will be joining our prestigious Eurostar EES contract at St Pancras International Station.

In this vital role, the individual will lead and support a team delivering customer services roles, such as kiosk hosting, queue control and wayfinding duties.

The Shift Supervisor will ensure that customer service agents deliver the highest standards of customer services to EES - Entry Exit System registration, and will be responsible for maintaining service quality, team performance, and operational efficiency across the terminal. The role also oversees the EES operations and ensures all customer needs are met, including preparing resource sheets, scheduling the team and payroll reconciliation. The supervisor will also conduct staff return-to-work interviews, manage holidays and sickness.

Key Responsibilities

• Lead, motivate, and supervise a team of Customer Service staff across kiosk hosting, queue management, and wayfinding duties.
• Prepare and manage shift rotas to ensure adequate coverage across all operational posts.
• Conduct daily briefings and ensure all team members are fully aware of their responsibilities and service expectations.
• Support and coach team members to deliver excellent customer service and maintain professional conduct.
• Address and resolve on-shift issues or staff queries promptly, escalating to the relevant Manager where necessary.
• Ensure smooth coordination between operational teams, site management, Eurostar, and other stakeholders.
• Maintain clear communication and accurate reporting of attendance, incidents, and operational updates.
• Support the onboarding and training of new team members, ensuring they understand all site procedures and safety protocols.
• Ensure the smooth and efficient registration process for all EES customers.
• Monitor, coach, and guide staff on customer service roles at all EES positions.
• Carry out daily checks on EES equipment to ensure operational readiness.
• Update staff on recent changes to company procedures/guidelines for EES operations.
• Ensure fair rotation of all three key posts: kiosk hosting, queue control, and wayfinding.
• Liaise with Eurostar Manager and Mitie SDM-Security Duty Manager regarding any issues with EES equipment.
• Escalation and reports to control authorities on any breach or compliance protocols.
• Any other supervisory task required on the EES operation.

What We're Looking For

• Proven experience in a supervisory or team leader role, ideally within customer service, transport, hospitality, or front-of-house environments.
• Strong leadership and communication skills with the ability to manage, motivate, and develop a diverse team.
• Excellent organisational skills and attention to detail, especially in scheduling and reporting.
• Ability to remain calm and professional under pressure, handling customer or staff challenges effectively.
• Flexible approach to working hours (early, late, including weekends).
• A proactive, approachable, and solution-focused attitude.

What We Offer

• Competitive hourly rate (£17.23 per hour).
• 18-month fixed-term contract with potential for extension.
• Full uniform and comprehensive supervisory training.
• Opportunity to work within one of London's most dynamic international transport hubs.
• Career development and progression opportunities within Mitie - the UK's leading facilities management and professional services company.
• Supportive and collaborative team environment.
• Comprehensive training on Payroll application software.

Ready to Lead the Way?

If you are passionate about customer service, have the leadership skills to drive operational excellence, and want to ensure a world-class experience for customers and EES users, we would love to hear from you.

Apply today and become part of Mitie's Eurostar team at St Pancras International - where your leadership ensures every customer enjoys a seamless and exceptional journey.

Applicants support will be required for standard vetting and screening procedures during the recruitment process.