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