Job Purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Supervisor in the Airport Services team at London Gatwick Airport and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

As one of our Supervisors at London Gatwick you will ensure that the service offered is timely, efficient, and professional and of the highest level, as per the criteria set forth by the commercial, safety and security policies, standards and procedures. Supervise and coordinate all internal and external agencies, such as Handling agents, Service Providers, other airlines and various authorities. Ensure that all relevant areas of operations are fully covered.

In this role, you will:

Analyse anticipated operational problems such as over bookings, adverse weather, delays, cancellation of flights, crew flight time limitations etc, and undertake remedial and pro-active action in line with relevant procedures to minimise disruption to customers.
Ensure that Handling Agent, Caterer and other service providers are fully briefed regarding Emirates? requirements for the day?s operation (including any special handling) and that this information is updated as necessary in order to ensure a smooth and cost effective operation and that any inconvenience to our customers are minimised.
Ensure that all post flight activity is completed correctly in order to protect Company revenue and to facilitate the handling of customers and dead load at an-route stations and destinations.
Respond to queries, complaints and claims in an efficient and timely manner in order to restore passenger confidence. Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or Airport Services Officer.
Process all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.
Support and cover the Emirates Ticket Desk, where applicable, and undertake ticketing/reservation duties to ensure seamless service to customers.
Support, coach and develop airport services agents and other relevant personnel to ensure that they are fully briefed/debriefed of the operational requirements and they provide the required Customer service levels.
Assist the ASM in conducting staff performance reviews in line with Performance Matters (i.e. setting staff?s objectives and development plan) and support the PM process by ensuring feedback is provided to staff PM reviews within stipulated time limits.
Carry out credit card verification and Travel documents checks diligently.

When required support duties in the Emirates lounge. Liaise with service providers and supervise contracted staff, overseeing catering, cleaning and maintenance operations and ensure service standards are met and maintained.

Qualification

To be considered for the role, you must meet the below requirements:

The unrestricted right to live and work in the UK
A minimum of two years operational airport experience
Able to provide a clear 5 year reference and DBS check, in order for you to obtain an airport ID.

You'll have an edge if you have:

Experience of leading a team in an airport environment
Experience of using ticketing and airline systems
Can speak additional languages

Salary & benefits

Joining the worlds largest international airline comes with some market leading benefits. You can expect in your first year to have a salary and allowances totalling approx GBP42.5k , private health insurance, a health cash plan, up to 9% pension contributions, a guaranteed bonus each November and inclusion in our (non contractual) profit share scheme. Not only that, with a generous annual leave entitlement, you can use you travel and hotel benefits on the Emirates group to enjoy travelling and experiencing our extensive route network.

Supervisor Airport Services - London Gatwick