LOCATION: London Heathrow Airport
SHIFT PATTERN: Monday to Friday, 40 hours per week
SALARY: Competitive
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!
OVERVIEW OF JOB DESCRIPTION
The core purpose of the Staff Support Manager is to deliver the daily resource plans, ensuring that we always have
the right resource, in the right place, at the right time to deliver exceptional passenger assistance services to
passengers requiring support (PRS). Reporting directly to the Planning Manager, the job holder acts as the vital
operational bridge between medium and long-term planning and dynamic, on-the-day deployment.
By directly managing the Staff Support team and Payroll Coordinators, this role places a heavy emphasis on proactive
absence management, rigorous attendance tracking and immediate floor plan optimisation. The Staff Support
Manager ensures that on-shift resource variances are instantly addressed, operational discipline is maintained to the
highest standards and administration relating to roster updates, overtime and return-to-work actions is seamlessly
executed.
MAIN DUTIES & RESPONSIBILITIES
Daily Resource Delivery & Service Excellence
- Lead and deliver daily operational floor plans across all Heathrow terminals, working closely with the allocation team to ensure colleagues are deployed dynamically and efficiently to match flight volumes and live passenger numbers.
- Monitor and evaluate live operations to identify any floor plan variances, taking proactive and immediate resourcing actions through agreed procedures to maintain uninterrupted passenger assistance.
- Ensure that all Airport Authority Service Level Agreements (SLAs) are met, and that the on-shift team represents the company brand with exceptional professionalism and customer service.
OUR VALUES AND BEHAVIOURS
Respect - This means respecting each other, great communication, valuing contributions, respecting differences and supporting one another.
Collaboration - This is all about teamwork and remembering that we are all working towards the same goal. It’s also about how we work with our clients and their other suppliers. We are one team!
Integrity - This is about being honest, reliable and trustworthy and always delivering on promises.
Innovation - This is about striving to always improve, working smarter, coming up with new ideas and having the confidence to share them. At the same time it’s about embracing change.
Excellence - This is all about striving to be the very best brand ambassador, exceeding expectations to build value and give us and our clients a real competitive advantage.
Trust - This is all about being consistent, organised and reliable. It’s also about doing what you say you are going to do and not promising what you can’t deliver.
Absence Management & Compliance
- Produce and analyse weekly and monthly sickness and absenteeism reports, highlighting critical trends and presenting findings to the Planning Manager to support strategic long-term workforce optimisation.
- Oversee the coordination of return-to-work meetings, occupational health referrals and basic disciplinary investigations related to persistent attendance or timekeeping failures.
- Control the allocation and authorisation of annual leave in coordination with operational peaks, ensuring terminal coverage levels are robustly maintained and holiday balances are managed.
Team Leadership & System Governance
- Line manage, motivate, and mentor the Staff Support Agents and Payroll Coordinators to ensure high standards of administrative and operational efficiency are delivered daily.
- Oversee the accurate and timely on-day updating of the time and attendance system (Find My Shift) regarding overtime, sickness, lateness and shift adjustments.
- Ensure that the administrative team maintains fully audited, accurate records of working hours and roster variations in strict accordance with contractual and regulatory obligations.
- Coordinate new starter actions including the orientation for new or relocating colleagues, ensuring they are fully trained on local terminal procedures, floor plans and shift systems.
- Conduct regular team meetings and briefings to ensure effective communication of operational changes, scheduling forecasts and core business updates
