Baggage Services Field Manager
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Overview
Baggage Services Field Manager
Location: Birmingham Airport
Every journey has an ending, but what if that ending was a missing or damaged bag?
Swissport are looking for dedicated professionals to be the glimmer of hope for customers in their time of need.
As a Baggage Services Field Manager, you will be critical in leading our mission of being world class, setting the standard for the industry to follow. You'll lead your team of Supervisors through our major operational centres in the United Kingdom & Ireland. Your team will rescue the customers experience by providing them with information, support and timely communications. Behind the scenes, your team will use our best-in-class systems to scout the world to locate their delayed baggage then arrange its delivery to the customer.
You're role will be to line manage your team of local supervisors in the day to day operation as well as be the departments trainer. Being a single source to ensure consistent delivery of our product country wide. You'll innovate, adapt and always be in the pursuit of better outcomes for our customers and their passengers alike with the objective of being the best in the world.
Responsibilities
• Reporting to the Head of Baggage Services UK & Ireland, you will have responsibility for training and operational delivery.
• Line manager responsibilities for Supervisors based around the UK & Ireland within the Baggage Services Department.
• Drive KPI's of Baggage Services Performance.
• Ensure daily, weekly and/or monthly reporting is consistently delivered.
• Oversite of ancillary revenue workstreams (such as replacement baggage service) to ensure revenue growth within the department.
• Deliver world class customer service by supervising, planning, allocating tasks, monitoring time & attendance as well as maintaining your budget.
• Develop an open feedback culture by managing the performance of your team and ensuring standards are met and exceeded.
• Ensure your team maintain compliance with all Swissport corporate safety & security procedures in order to meet and exceed regulatory standards and customer service levels.
• Maintain your full teams compliance to action plans, read & signs and training records are maintained.
• Build, develop and maintain relationships with airline and airport stakeholders.
• Maintain oversite of station operations to ensure the team have all the equipment and resources needed to complete the mission.
• Where needed, resolve conflict and irregularities as well as perform investigations and/or disciplinaries as applicable.
• Support the Baggage Service Supervisors (line reports) with on the job guidance, coaching and mentoring.
• Train all Baggage Services colleagues within the UK & Ireland upon joining or transferring to the department.
• Learn, embrace and share each airlines specific ways of working.
• Support your team during busy periods, getting into the operation.
Qualifications
To join our mission, you'll:
• have experience in Airport Ground Operations essential with at least 2 years Supervisor experience.
• be a qualified Train the Trainer with experience in coaching and developing Baggage Services Agents.
• have the ability to present yourself professionally and effectively communicate with various levels of leadership within the organisation and with external stakeholders.
• be passionate about delivering world class customer service.
• demonstrate commitment to continuous improvement.
• consistently follow processes and procedures whilst maintaining a flexible approach tonew challenges.
• maintain excellent presentation and grooming standards yourself and from yourteams, willing to challenging those in your team who may fall below the required standard.
• have earned at least 2 Scottish Highers / A levels or local equivalents.
• be committed to learning and personal growth.
• need to be fluent in both spoken and written English.
o Additional language skills always a bonus.
• experience of handling welfare, performance and disciplinary processes.
• have a flexible approach to various shifts including; days, evening, nights, weekends,and Public Holidays.
o Free parking at the airport is provided but if you prefer to use public transport, please remember that early and late shifts will be needed where transport may
not be accessible.
• be computer literate, and willing to learn Swissport and airline specific computer systems.
• be self-motivated and able to work independently and as part of your wider team.
• be physically fit and able to carry up to 32kgs over short distances.
• Strong operational skills within the Microsoft Office Suite; including Word, Excel and PowerPoint
• must have first hand knowledge of WorldTracer.
o Knowledge of NetTracer, Haqiba, EBC, Bag Story, DL Term etc is adventitious.
• finally, you must embrace diverse people, thinking, and styles.