Operations Lead

3 weeks ago

Hounslow, United Kingdom Ethos Farm LTD Full time

**Ethos Farm**

Founded in 2016, with a desire to help organisations cultivate and grow the right company ethos through their people, Ethos Farm is an award-winning customer and employee experience consultancy with offices based in London, New York and Singapore.

Now at year 6 of trading and over 600 people working across 9 countries, Ethos Farm has been recognised as one of the Top 100 large employers at The Great Place to Work UK Awards and has broken into the Top 50 of the Sunday Times Fastest Growing UK Businesses.

Offering expertise in customer experience (CX) design, immersive CX learning innovations such as virtual reality training, CX staffing solutions and end-to-end customer & employee solutions, the ethos of Ethos Farm is that ‘truly elevated Customer Experience (CX) is only achievable through a well-designed and crafted Employee Experience (EX)’.

At Ethos Farm we recognise that the people who represent our company and clients are our most important brand ambassadors. We will always focus on providing them with the right skills, training, support and technology to help to unleash their power and potential to grow with us in a workplace where people thrive, excel, and contribute to our ongoing growth and prosperity. 

**Purpose**

As the Operations Lead for Ethos Farm's Aviation Division, your role is to ensure that ‘Heathrow Helper’ terminal operations are safe, efficient, customer-centric, and aligned with the strategic objectives of Heathrow and Ethos Farm. This role is pivotal in translating Heathrow’s Customer Experience goals into practical, on-the-ground actions and outcomes.

Your commitment to excellence, professionalism, and the highest standards of operations and team management will be instrumental in promoting a positive work environment and supporting the achievement of our business objectives.

This role presents an exciting opportunity for a people-oriented professional to make a meaningful impact on the employee experience and organisational success. You will be key to delivering operational success, driving colleague engagement and shaping a positive and inclusive work culture across the terminals.

**Principal Accountabilities**

Quality Service Management:

- Oversee the delivery of high-quality service in departures and arrivals, maintaining a performance score above 95%.
- Implement strategies to enhance passenger perception of staff as approachable, proactive, and helpful.

Customer Experience:

- Ensure accurate and timely reporting in immigration queue management, eGate operations, and arrivals fast track.
- Manage passenger complaints effectively, maintaining a low complaint rate and adhering to response timeframes.

Resilience:

- Coordinate a resilience pool, ensuring rapid deployment of staff in response to operational needs.

Personnel Management:

- Monitor staff availability and compliance with deployment plans, maintaining high standards of punctuality and readiness.
- Manage staff attrition, aiming to keep rates below set thresholds.
- Oversee ID compliance, ensuring as many staff as possible have full access passes.

Health and Safety:

- Ensure comprehensive completion of mandatory health and safety training and accurate reporting.

Training:

- Guarantee that all mandatory and agreed-upon training is completed and reported for all staff.

Quality Assurance:

- Conduct operational and personnel audits, achieving high compliance rates in service quality, team behaviours, and presentation standards.

Leadership:

- Act as the primary deputy for the General Manager, assuming responsibilities in their absence.
- Make critical decisions and manage overall terminal operations, maintaining continuity of leadership and strategic direction.
- Represent the terminal operations at higher-level meetings, stakeholder engagements, and in strategic decision-making processes.
- Provide leadership and guidance to staff, maintaining operational standards and organisational goals.

**Decision Making**

Tactical Decisions
- Daily Operations: Managing day-to-day operations, including staffing, scheduling, and resource allocation.
- Risk Mitigation: Responding to immediate risks and emergencies, including weather disruptions, security threats, and operational failures.
- Customer Service Improvements: Making decisions on how to quickly resolve customer complaints and enhance the passenger experience.
- Compliance and Safety: Ensuring operations comply with regulatory standards and implementing measures to maintain safety and security.
- Performance Monitoring: Adjusting operational tactics based on real-time performance data and feedback.

Cross-functional Decisions
- Team Leadership: Building and leading a team capable of executing the strategic vision while handling daily operations.
- Stakeholder Engagement: Balancing the needs and expectations of passengers, employees, airlines, and regulatory bodies.
- Data Utilisation: Leveraging data analytics for informed decis

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