Supervisor Airport Services - London Gatwick

Emirates; Guildford; On-site; GBP 30,000 - 45,000; Full time

Job summary

Emirates is seeking a Supervisor in Airport Services at London Gatwick Airport to manage operations and ensure exceptional customer service in a dynamic environment. The ideal candidate will have operational airport experience and a commitment to maintaining high service standards, overseeing teams and providing support where necessary. With benefits including a competitive salary, health insurance, and generous leave, this role offers the chance to contribute to one of the world's leading airlines.

Benefits

Competitive salary

Private health insurance

Health cash plan

Pension contributions up to 9%

Guaranteed bonus

Annual leave entitlement

Travel and hotel benefits

Qualifications

• Unrestricted right to live and work in the UK.
• A minimum of two years operational airport experience.
• Ability to provide a clear 5-year reference and DBS check for airport ID issuance.

Responsibilities

• Analyze anticipated operational problems and undertake remedial actions.
• Ensure service providers are briefed regarding operational requirements.
• Handle post-flight activities and revenue protection.
• Respond to customer queries and complaints efficiently.
• Process baggage claims in a timely manner.
• Support and coach airport services agents.
• Assist in staff performance reviews and setting objectives.
• Perform credit card verification and travel document checks.
• Oversee catering and cleaning operations in the Emirates lounge.

Skills

Team leadership

Problem-solving

Customer service

Job description

Job Purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Supervisor in the Airport Services team at London Gatwick Airport and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

As a Supervisor at London Gatwick, you will ensure that the service offered is timely, efficient, and professional, maintaining the highest standards in line with our policies, standards, and procedures. You will supervise and coordinate all internal and external agencies, such as Handling agents, Service Providers, other airlines, and authorities, ensuring all operational areas are fully covered.

In This Role, You Will

• Analyze anticipated operational problems such as overbookings, adverse weather, delays, flight cancellations, crew flight time limitations, etc., and undertake remedial and proactive actions to minimize disruption to customers.
• Ensure that Handling Agents, Caterers, and other service providers are fully briefed regarding Emirates’ requirements for the day’s operations, including any special handling, and that this information is updated as necessary to ensure smooth, cost-effective operations with minimal inconvenience to customers.
• Ensure all post-flight activities are completed correctly to protect company revenue and facilitate customer handling and dead load management at route stations and destinations.
• Respond to queries, complaints, and claims efficiently and promptly to restore passenger confidence. Undertake administrative functions and other duties as directed by the Airport Services Manager or Officer.
• Process baggage claims and control expenditure on damaged baggage replacements and lost baggage claims according to procedures and in a timely manner.
• Support and cover the Emirates Ticket Desk, where applicable, and undertake ticketing and reservation duties to ensure seamless customer service.
• Support, coach, and develop airport services agents and relevant personnel to ensure they are fully briefed/debriefed on operational requirements and provide the required customer service levels.
• Assist the ASM in conducting staff performance reviews, setting objectives, and supporting development plans, ensuring feedback is provided within stipulated timeframes.
• Perform credit card verification and travel document checks diligently.
• Support duties in the Emirates lounge when required, liaising with service providers and supervising contracted staff to oversee catering, cleaning, and maintenance operations, ensuring service standards are met and maintained.

Qualification

To be considered for the role, you must meet the following requirements:

• Unrestricted right to live and work in the UK
• A minimum of two years operational airport experience
• Ability to provide a clear 5-year reference and DBS check for airport ID issuance

You'll Have An Edge If You Have

• Experience leading a team in an airport environment
• Experience using ticketing and airline systems
• Ability to speak additional languages

Salary & Benefits

Joining the world's largest international airline offers market-leading benefits such as a competitive salary, private health insurance, a health cash plan, up to 9% pension contributions, a guaranteed bonus each November, and participation in our profit share scheme. You will also enjoy a generous annual leave entitlement and travel and hotel benefits through the Emirates group, allowing you to explore our extensive route network.