Passenger Services Supervisor

**Description**:
Working in the Front of House Team as a supervisor you will be a there to ensure that the service delivered to our customers is consistently professional and to an exceptionally high standard. All processes must be performed in a smooth, timely and accurate manner. You should be able to demonstrate a hard-working, adaptable attitude and be able to thrive on variety in the workplace.

At Stobart Aviation we take pride in our part of enabling our customers to make the right connections at the right time. 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.

42 Hours per week FIXED TERM CONTRACT
Salary will be discussed at interview
**Key Responsibilities**:**To achieve excellent standards of customer service, quality and attention to detail, supporting the growth of the airport
- Excellent communication skills and proactive approach to all work requirements and a team-centred ethos.
- Confident and professional approach at all times that enables effective resolution of conflicts and delivery of relevant solutions.
- Ability to provide effective leadership and ensure staff consistently follows standard processes and procedures in order to maintain an efficient and safe working environment.
- Responsible for the Front of House / Passenger Services Team (including check in and boarding, Ticket Desk, Customer Service, PRM’s, and Lost property).
- Ensure that Health and Safety and adherence to London Southend Airport, Customer Airlines and regulatory bodies’ processes and procedures are maintained at all times.
- To ensure the overall Passenger experience at London Southend Airport is of an exceptional standard at all times.
- Ensure effective communication with the FOH team on duty through staff briefings, and to ensure information and updates are disseminated to appropriate staff. Allocation of staff duties, breaks and equipment to ensure operational efficiency.
- To manage FOH team rosters and holiday allocations to ensure sufficient operational coverage.
- To issue any additional hours required to maintain the operation within the budget
- To manage staff sickness in line with airport procedures.
- Active Supervision, monitoring and auditing of staff and operational performance.
- Initial investigation of any errors and to assist with disciplinary processes and procedures.
- Coaching and development of staff through appraisals and performance reviews. To achieve optimum staff performance, development and retention.
- Line training, to include but not limited to Operational systems, Operational procedures, Customer Service and all mandatory training as required by customers and regulatory bodies.
- Monitor and manage all check in, gate and Ticket Desk systems and escalate any faults to relevant departments.
- Ensure all working areas such as Check in desks, Ticket desk and Gates are in safe working order and to report any faults.
- Ensure all equipment used such as wheelchairs are checked and conform to Health and Safety standards.
- Work cohesively with all of the team to maximize efficiency and effectiveness of the operation.
- Ensure records of any incidents/accidents involving customers, staff, or equipment is reported to line managers and documented accurately on relevant reporting systems, and to regulatory bodies as required.
- Carry out any other reasonable task as requested.

**Skills Knowledge and Expertise**:

- Desire to deliver exceptional customer service.
- Champions continuous improvement.
- Proactively promotes working together.
- Effective communication and relationship building.
- A problem solver - an ability to work on one’s initiative.
- Ability to deal effectively with difficult people.
- English and Maths GCSE grade C or above
- Worked at a regional/International airport for the airport, Airline or Handling Agent.
- Minimum of 1 year supervisory experience
- First class interpersonal skills.
- Demonstrable evidence of enhancing the customer service.
- Knowledge of airline systems and procedures.

**Benefits**:

- Cycle to Work
- Apprenticeships
- Employee Assistance Programme
- Employee Forums
- Life Assurance
- Save As You Earn Scheme
- Uniform provided
- Pension

**We are focused on delivering growth in Aviation and Renewable Energy**

Our expertise in the aviation and energy sectors span the highest levels of leadership and has been gained across core strategic, operational, and financial roles.

London Southend Airport attracts partners and passengers to destinations throughout Europe with a simple, common goal. We provide experiences that are ‘quick, easy and happy’. Stobart Aviation Services provides baggage handling, check-in and logistics solutions for airports