Shift Leader

Shift Lead Location: Heathrow Airport, London, UK Overview The Shift Lead is responsible for leading a team to ensure the seamless operation of the department, meeting and exceeding safety, customer service, quality, performance and employee well-being standards. This role involves overseeing daily operations, managing performance, engaging employees, and ensuring optimal resource allocation. Key Responsibilities Operational Leadership o Lead and coordinate resources within the department to meet operational and service commitments. o Oversee the supervisory team to ensure efficient service execution, staffing allocation, and schedule adjustments in line with key performance indicators. Team Management and Development o Proactively engage with the team, fostering opportunities for discussion, briefings, and learning. o Collaborate with the Training team to ensure compliance with developmental pathways and mandatory training. o Actively coach and develop shift team members, providing feedback and identifying training opportunities. Customer Service and Compliance o Act as an ambassador for customer service, coaching staff on service standards and uniform compliance. o Liaise regularly with airline clients to ensure top-tier service delivery. o Manage airline or passenger investigations efficiently, in line with customer airline policies. Performance and Employee Well-being o Support departmental activities as needed or requested by management. o Assist in disciplinary ..... full job details .....