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 & 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 & 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 & Employee Well-being

o Support departmental activities as needed or requested by management.

o Assist in disciplinary and grievance investigations when required.

o Monitor and manage staff welfare, including attendance tracking and reporting concerns to HR.

• Health, Safety & Reporting

o Ensure all team members take care of company property and airport infrastructure, reporting faults promptly.

o Make informed decisions aligned with company policies, proactively reporting safety or improvement opportunities.

o Provide reports and updates to the Department/Service Delivery Manager as needed.

o Liaise with external bodies such as HAL, taking appropriate action

Shift Patterns

• 6 on, 3 off schedule
• Shifts: 3 early shifts: 05:00 – 14:00, 3 late shifts: 14:30 – 23:30
• Shifts are subject to change based on business needs.

Requirements

Eligibility Criteria

• Ability to pass airport security clearance, including:
• 5-year checkable history (employment, self-employment, education, or benefit claim).
• 5-year UK address history.
• Eligibility to work in the UK (valid passport, visa, or biometric residence permit).
• Proof of National Insurance.
• Recent proof of address (utility bill, bank statement, or HMRC letter dated within the last 3 months).

Education & Experience

• Minimum 2 years of experience leading large teams in a fast-paced operational environment.
• Previous experience working with unions.

Skills & Abilities

• Strong leadership and communication skills.
• Cultural awareness and ability to work in a diverse environment.
• Excellent customer service approach.
• Proficiency in IT systems.

Benefits:

• Free parking
• On-site parking