Ticket Desk Supervisor

**Overview**

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 200 locations in over 37 countries, across six continents. But at the heart of our business is our people. If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey.

Daily management of our Ticket Desk operations and the staff assigned to handle it. Ensure that all passengers are served within the agreed SLA and adhere to all airline procedures. Responsible to ensure the desks are properly managed and staff are trained in accordance with procedures.

**Main Accountabilities Include**
- Supports the Ticket Desk Operations Manager in all areas of the ticket desk operation
- Perform all administrative functions related to the ticket desk including reports and rosters
- Ensures all airline reports are sent as required in a timely manner as per airline SLA standards
- Works with TDOM to plan rosters and ticket desk coverage working with Ticket Desk Planners
- Works closely with Planning to ensure optimum roster and correct skills coverage across all desks
- Ensure all ticket desk standards and procedures are met and maintained
- Ensure all ticket desk airline audit requirements are met as per SLA standards
- Ensure all TEBS reports are submitted correctly and in a timely manner
- Monitor training requirements to ensure all team members are up to date on all training needs
- Plan training in conjunction with the TDOM and the Planning Team
- Be a point of contact for all airline customer managers
- Act as a point of reference and support for staff and conduct briefings of the daily operation.
- Communicate information between management, airlines and staff.
- Report and discuss interpersonal issues with staff to the TDOM and complete staff discussions (EiF).
- Report operational deviations to TDOM promptly.
- Perform any other administrative or operational duties assigned by Senior Managers

**Safety, Security and Compliance**

ALL employees have a responsibility and duty whilst at work to:

- Take reasonable care for the health and safety of themselves and of others who may be affected by their
- actions or omissions whilst at work.
- Co-operate with their Manager in order to allow them to perform or comply with any legal
- requirements imposed on the company.
- Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of
- health, safety or welfare reasons.
- Inform their Manager of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
- Report any hazards, near misses, incidents, accidents or dangerous occurrences to their Manager, who will then follow the procedures contained in this manual.
- Carry out work in accordance with information and training provided and any specific workplace health and
- safety rules or procedures.
- Fully understand the company's health and safety policy.
- Attend training courses as may be arranged by the Company.
- Engage with MORSE and follow our core principles.

You can find these detailed in our Health and Safety Manual
- T2 T3 Ticket Desk multi-airline operational experience.
- You will be required to be a front-line member of the ticket desk team with multiple system skills
- Ability to perform under pressure.
- Must be proactive and forward-thinking.
- Ability to cope with time-related, pressure situations.
- In-depth knowledge of all ticket desk operations and systems at LHR and ticket desk standards
- 2-3 years of ticket agent experience are essential for this role.
- Ability to work unsupervised, prioritise workload and use own initiative.
- Ability to read and interpret regulations regarding documentation requirements and restrictions.

**Diversity**

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

**Application instructions