Cargo Operations Manager

PrimeFlight Cargo is a cargo and mail handler with a complementary Border Inspection Post (BIP) business operating at London Heathrow Airport. We believe that it’s the small things that matter — details, improvements and investments that make a collective difference for our customers, employees, partners, and the world we live in. If you would like to be part of this service, putting our customers at the centre of what we do, then we would love to hear from you about joining our team. Role Responsibilities To ensure the operation is carried out in an efficient manner, and that company standards, policies, and procedures are complied with by all staff as well as ensuring Service Level Agreements are consistently met. Day-to-day communication with Duty Managers and the Cargo Managing Director, highlighting priorities, difficulties, and operational requirements. To monitor and manage agreed staffing levels to meet Customer SLA targets and Operational performance and productivity. To oversee and manage staff absence levels with the Duty Manager team and HR. To coordinate and attend grievance or disciplinary hearings as and when required. To oversee that staff probation periods, and further assessments are being carried out at the appropriate intervals. To oversee, review, amend, and implement operating standards and procedures resulting in the highest possible service levels to our customers. To manage and oversee the internal Operations System {ABS} and associated Airline systems. To address customer complaints in a professional and reassuring manner and to bring about an effective resolution. To communicate all customer complaints to the Cargo Managing Director in a timely manner. To maintain positive relationships with our existing customers by meeting with them face to face on a regular basis to ensure their complete satisfaction with the service provided. Liaise with regulatory bodies as required, e.g. CAA/HMRC/APHA/HSE. To manage the operation within budgeted costs and highlight areas where cost savings could be made. Internal project development, oversight and delivery. Continuous Improvement focus, Duty Roster and Workforce alignment / improvement to meet and improve productivity and cost analysis. To identify the training needs of the teams and arrange adequate and suitable training as required as well as being aware of industry mandatory training. To carry out regular internal quality assurance audits. Support and assist on Carrier / Customer requirements. Supporting the Airside Transport Manager in terms of Units in/out of the Facility in line with existing SLA agreements. Oversight and control of the Border Inspection Post activity - in line with their Duty Management. Supporting the HSSE Management on best practice, safety and security of the Staff, our Customers and Regulatory requirements. Cover and support the Operational Management and associated tasks when necessary - leave/short-notice absence etc. Represent and portray the company in a professional manner whilst providing excellent communication to internal and external stakeholders. Working with the Finance team supporting Billing, Invoicing and Monthly accounts and reports. Completion of internal measures/reporting requirements Cargo for Business reviews and Budget requirements. Qualifications and Requirements Highly knowledgeable in aviation freight movement techniques, requirements and procedures. Be a strong leader with excellent interpersonal and motivational skills, with the ability to assert authority, when necessary, whilst maintaining good relations. Excellent customer service and communication skills. Fully conversant with all related Air Cargo Security measures, controls and regulations. Awareness of related UK Cargo Customs/UKBF procedures and requirements. Fully conversant and understanding of ABS applications and systems. Must hold a full UK Driving Licence. Minimum level CM security training and ability to clear enhanced security vetting. Dangerous goods awareness or certified with the capability to undergo the relevant training. High levels of attention to detail with a good standard of numeracy and literacy. Able to communicate fluently in English, both written and oral. PrimeFlight UK is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr