Executive Passenger Handling Supervisor - Customer Service

Expiring today

Bluetownonline Ltd
Bromley, Kent, England
13 Jul 2017
28 Jul 2017
Contract Type
Full Time

Job Title: Executive Passenger Handling Supervisor

Location: London Biggin Hill Airport

Salary: Competitive

Closing Date: 24-07-2017

Job Role

This role carries day-to-day operational responsibility for service delivery in the Executive Terminal, in conjunction with a team of Executive Handling Agents, from the time a customer arrives in the terminal to departure. A key function of this role is to ensure that an excellent customer experience is delivered every time and that all areas under control are kept to the standard required. This involves setting and monitoring service standards, taking into account what our diverse range of customers might expect, including pilots and our elite customers. The nature of the business means that it is difficult to predict levels of business and you will often be dealing with the unexpected. There are times when you and your team will be working under pressure and you will need to find solutions to situations which have arisen. This role involves working closely with other areas of the business such as the Security, Sky Pets, and Fire and Flight Operations departments to ensure a seamless service is provided. You will be responsible for the management, training and coaching of your team.

The Airport operates seven days a week and the job holder, in conjunction with their staff, will work a shift-working roster.


Customer Service

  • Responsible for ensuring the Handling and Reception teams understand and work to customer service standards and monitoring team delivery
  • Through own behaviour, demonstrate commitment to the highest levels of customer service
  • Ensure that team members respond to enquiries - for example by telephone, email and face-to-face - to the Company response standard
  • Ensuring services are provided to passengers, crew and aircraft services supplied - e.g. ground transportation, hotel reservations, ordering in-flight catering, arranging aircraft ground service requirements, providing local information
  • Ensuring that when problems or the unexpected occurs, proactive action is taken to find solutions and remedial action taken to ensure a great experience is still delivered
  • Following the relevant training, undertake and oversee security screenings, ensuring compliance with UK NASP Directives, DfT requirements and service delivery standards, and Airport standard operating procedures
  • Ensuring that vehicles, machinery, equipment and areas under their control are well maintained, clean, tidy and appropriately stocked
  • Maintenance of excellent working relationships with other teams, involving others - e.g. through communication, planning and service failure analysis as necessary
  • Working with other airfield tenants to provide a seamless service to customers

Financial Control

  • Resolve account queries with operators.
  • Ensure invoices are raised promptly, accurately and appropriately
  • Authorise and monitor expenditure within own authority levels
  • Have responsibility for mentoring and maintaining petty cash


  • Ensure customers are offered services appropriate to their needs and requests
  • Identify opportunities to encourage further spend and increase sales income

General Administration

  • Ensure computer systems are used effectively (e.g. FBO 1, FIDS, Centrik)
  • Arrange provision of staff uniform and safety items/equipment
  • All recording systems are kept accurate and up-to-date and archived appropriately
  • Dealing with enquiries
  • Plan rosters and annual leave, ensuring the department is appropriately staffed at all times

Team Management

  • To successfully lead, retain, manage and motivate a suitably qualified team
  • Involvement in the recruitment of new team members when requested
  • Manage, mentor and develop members of the team, training and coaching when required
  • Ensure team members follow company policy and procedures
  • Ensure payroll and other administration processes are followed and accurate employee information and records are kept
  • Responsible for the induction and training of team members
  • Carry out regular performance review meetings
  • In conjunction with the FBO Manager, deal with performance or conduct issues
  • Set and monitor individual and team standards and progress

Health and Safety

  • Ensure personal and team compliance with the Company health and safety policy
  • Setting standards and ensuring that safe working practices are employed
  • Maintain the health and safety records when required - e.g. accident book

Additional Duties

  • Level 2 Security trained
  • Undertake project work as requested
  • Any other duties as required

Qualifications and Experience


  • A full UK driving licence
  • For the duration of employment, approval from the Department for Transport to have full access to the Airport and carry out security screenings, following a Counter

Terrorist Check

  • People management experience
  • Customer service experience


  • Aviation experience
  • Experience of delivering 5* customer service
  • First aid trained
  • Verbal fluency in a foreign language

To apply for this role please click the APPLY button and further information will be sent to your email.