Team Leader

Heathrow Airport; Greater London; On-site; GBP 19,000 - 26,000; Full time

Job summary

Heathrow Airport is seeking a Team Leader to manage a team of Customer Service Agents and ensure the safe, efficient operation of all parking facilities at the airport. The role follows a 4 on/4 off rota, covering day and night shifts from 7am–7pm and 7pm–7am, with a pay rate of £16.30 per hour.

You will use company systems to meet client targets and support the Service Delivery Manager. You will monitor performance, maintain records, coordinate with Control Room and client partners, resolve

Responsibilities

• Lead a team of Customer Service Agents to deliver safe operation of parking facilities on a day-to-day basis using company systems and procedures, ensuring client targets are met.
• Roster staff on shift, report variances, arrange cover, and liaise with the Service Delivery Manager (SDM) and Operations Manager.

Job description

Team Leader - Heathrow Airport - Full Time working 4 on 4 off days & nights (7am - 7pm, 7pm - 7am) £16.30 per hour. We are looking for a Team Leader to join us at Heathrow Airport, you will lead a team of Customer Service Agents to deliver effective and safe operation of all parking facilities on a day to day basis through the use of company systems and procedures thereby ensuring that clients targets are met. You will also assist the Service Delivery Manager in leading, managing and delivering the expected performance for all car parks within the contract, including revenue protection and act up as the Service Delivery Manger when required.

• Ensure that all employees rostered on are on shift, report any variance, sickness or illness, arrange cover if required and advise the SDM and Operations Manager.
• Control and delegate regular and specific tasks to all employees on shift, maintaining a fair system of apportioning work and breaks.
• Manage the team to ensure all operations and tasks are fulfilled to the highest standard.
• Ensure that all relevant documentation is fully completed in accordance with the Company Operating Manual.
• Comply with Company Health and Safety Directives.
• Assist the SDM / Operations Manager with data gathering, auditing and record keeping for measuring operational performance and compliance to operating procedures.
• Assist in maintaining team performance documentation.
• Be responsive to the client's needs and work in partnership with the client and client associates to support the delivery of their business plan.
• Ensure ticketing issues and refunds are fully investigated.
• Maintain frequent checks on all non-standard transactions.
• Complete cash up procedures accurately and with due care and attention.
• Protect contract revenues by maintaining a prudent control over the use of day to day consumables.
• To effectively deal with customer problems on site where possible.
• To deal with all inquiries, from customers or other HAL staff, in a professional manner.
• To lead by example particularly with new employees in training.
• To be knowledgeable of all products and services available throughout the T5 and CTA CAMPUS.
• To be aware of all aspects of the customer journey and the possible impact to their experience if systems or operations are temporarily affected.
• To coordinate with Control Room staff in dealing with multiple customer issues such as system failures, power outages and internet downtime.
• In all cases to ensure that relevant records are kept and issues communicated to the SDM, Operations Manager and Contract Manager.
• Plan and direct the operations of the team to ensure compliance with standards and operating procedures within the requirements of the contract.
• To assist the SDM / Operations Manager in resolving all operational problems within the scope of the contract and prepare responses within established timeframes to all service complaints and contractual issues raised.
• To be responsible for troubleshooting equipment issues through direct involvement.
• To have a thorough understanding of the standard and non-standard issues commonly seen with car park equipment such as barriers, coders, POFs and cameras.
• To maintain this knowledge through refresher training and consultation with technical experts when on site.
• To have the ability to converse with technical experts regarding the details relating to an equipment / system problem.
• To fault any equipment problems and report to SDM / Operations Manager / Contract Manager as appropriate.
• To keep clear and accurate records of faults logged.
• To ensure all team members are familiar with the faulting procedures and the need to keep clear and accurate fault logs.
• To ensure all team members are well practised in patrolling and maintain clear and accurate patrol logs.
• To ensure that the team are allocated appropriately across the T5 CAMPUS contract according to their skills, experience and reputation.

If you're passionate about people, thrive in a fast-paced environment and want to build your career with a market leading organisation, we'd love to hear from you.