London Luton Airport & London Luton DART
The airport caters for around 15 million passengers per year to over 150 destinations across Europe, Africa and Asia and continues to expand it route network. The airport currently employs around 10,000 people and indirectly supports nearly 18,000 jobs, making it a major economic contributor to the UK. By 2020 the airport expects passenger capacity to grow to 18 million and is investing in developing and improving the passenger experience.
The Luton DART (Direct Air – Rail Transport) is a new state-of-the-art £225m, 2.1km guided mass passenger transit system linking the London Luton Airport terminal building to Luton Airport Parkway mainline station. It forms part of Luton Borough Council’s £1.5 billion Luton Investment Framework to transform Luton and secure long-term economic growth benefiting local business and ensuring the local community have access to high quality employment opportunities.
Ethos Farm
Founded in 2016, with a desire to help organisations cultivate and grow the right company ethos through their people, Ethos Farm is an award-winning customer and employee experience consultancy with offices based in London, New York, and Singapore.
Now at year 6 of trading and over 600 people working across 9 countries, Ethos Farm has been recognised as one of the Top 100 large employers at The Great Place to Work UK Awards and has broken into the Top 50 of the Sunday Times Fastest Growing UK Businesses.
Offering expertise in customer experience (CX) design, immersive CX learning innovations such as virtual reality training, CX staffing solutions and end-to-end customer & employee solutions, the ethos of Ethos Farm is that ‘truly elevated Customer Experience (CX) is only achievable through a well-designed and crafted Employee Experience (EX)’.
At Ethos Farm we recognise that the people who represent our company and clients are our most important brand ambassadors. We will always focus on providing them with the right skills, training, support, and technology to help to unleash their power and potential to grow with us in a workplace where people thrive, excel, and contribute to our ongoing growth and prosperity.
Role Purpose
The purpose of the Passenger Care Team Leader role is to assist the Passenger Care Manager in supporting the team of Passenger Care Ambassadors on shift, to give passengers using the Luton DART and its stations a smooth, safe, and efficient experience, with exceptional customer service.
Principal Accountabilities
* Work as a visible and proactive member of the team on shift, to give passengers a smooth, safe, and efficient experience, with exceptional customer service, in accordance with our operating procedures, service standards and instructions from the Passenger Care Manager.
* Provide support and mentoring as required to support Passenger Care Ambassadors in being able to carry out their roles to a high and consistent standard.
* Assist the Passenger Care Manager in carrying out their duties and when required and deputise in the absence of the Passenger Care Manager.*
*Work with the Passenger Care Manager, Operations Manager and other stakeholders as required to deliver work that will improve the operation for passengers, stakeholders, the client, and our Passenger Care Team.
Duties and Responsibilities
Resourcing and deployment
* Support the Passenger Care Manager in ensuring that working positions are maintained and to prioritise coverage based on operational need in the event of lower resource levels or contingency events.
Operations
* Communicate effectively with all members of the team.
* Always follow operating procedures and policies.
* Deploy contingency plans under the direction of the Passenger Care Manager and / or Duty Control Manager and ensure that team members are clear on what is required, are supported, and cared for during contingency events.
* Report faults and address issues such as cleaning and equipment failures within the stations that may impact passenger experience or safety.
* Provide team members with the information that they need to communicate clearly and accurately with passengers, particularly during times of disruption.
* Support with the management of lost property in accordance with procedures.
* Support team members if required to resolve passenger complaints, always demonstrating our service standards, and recording relevant information for reporting purposes.
Team support
* Assist the Passenger Care Manager in managing uniform standards and time keeping. Raise any areas of concern with the Passenger Care Manager.
* Inform the Passenger Care Manager of any team members who deliver consistently strong performance or go above and beyond so that they can be recognised.
* Encourage team members to take personal accountability for resolving issues if manager support is required escalate to the Passenger Care Manager.
* Proactively provide support and mentoring to members of the team so that they can carry out their roles to a high and consistent standard.
* Under direction from the Passenger Care Manager and / or the Operations Manager, carry out training with members of the team inline with your own level of competency.
* Escalate any competency concerns or more complex training needs to the Passenger Care Manager.
Decision Making
* Decision making often in accordance with operating procedures and policies.
* Often working under direction of the Passenger Care Manager and / or Duty Control Manger.
Key Contacts and Relationships
* Operations Manager.
* Other Passenger Care Managers.
* Passenger Care Team Leaders.
* Passenger Care Ambassadors.
* Duty Control Manager and Control Room.
* Other station colleagues including security, cleaning, maintenance, train operating companies.
Knowledge, Experience and Skills
Strongly desired
* Experience in a customer and / or travel environment.
* Experience or passion for managing people, motiving and supporting them to be their best.
* Ability to work under pressure in a calm and professional manner.
* Fluency in written and spoken English.
* Ability to communicate clearly and factually.
* Knowledge of station operations.
The Ethos Difference
At Ethos Farm, we take pride in the fact that we are continuously making a difference. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience. We understand that every person we come into contact with, both internally and externally, is looking for more than just a service, supplier, or colleague, they are also looking for personalised and meaningful interactions with us as individuals. That is why we always make sure to listen, provide helpful guidance and offer genuine care and kindness in our approach to whatever we do. We believe that small gestures can make a big impact and we aim to ensure everyone we have contact with experiences a level of interaction that will make a positive difference to their day.
It is a key responsibility of all members of the Ethos Farm team to not only meet, but exceed the expectations of others, by providing that extra ‘special something’ that truly sets us apart.
Our People Statement
At Ethos Farm, our colleagues are the driving force behind our success. That is why we place great emphasis on creating a people-focused environment where our people feel as valued and important as our customers. We are committed to investing heavily in the employee experience, making the employee journey as valuable and rewarding as the customer journey.
Our approach is simple and begins at the very heart of our business. We strongly believe that every interaction our people have with their colleagues internally should be meaningful. We foster an environment where people are encouraged to treat their colleagues as they would a customer, respecting, supporting, and helping them to succeed. We believe that treating each other with the same care and attention as we would our customers and prioritising meaningful interactions, is critical to creating a positive and inclusive workplace culture of collaboration, empowerment, and excellence, that benefits everyone.
We know that happy, engaged, and motivated colleagues are the key to delivering exceptional customer experiences. We place a high priority on providing a supportive and inclusive workplace culture, where everyone feels valued, respected, and appreciated.
We invest heavily in personal development, providing ongoing training, mentorship, and opportunities for career progression. We also encourage a healthy work-life balance, providing flexible working arrangements and offer a range of benefits and perks designed to enhance our colleague’s overall wellbeing, including a comprehensive health and wellness program, employee assistance program and regular team-building and social events.
Our people-focused approach is what sets us apart, and we are committed to building an environment where everyone can thrive. We are proud of our culture of people empowerment and are always looking for new and innovative ways to enhance the employee experience.
Job Types: Full-time, Permanent
Pay: £14.47 per hour
Benefits:
- Company pension
- Health & wellbeing programme
- On-site parking
- Referral programme
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
