Supervisor, Airport Operations - LHR
There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live, and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy, and well-travelled. From employee-run "Business Resource Group" communities to world-class benefits and space available travel privileges, United is truly a one-of-a-kind place to work. Are you ready to travel the world?
At United, we fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape! From the exceptional service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running smoothly every single day.
Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines
Ensure consistency on operational, service and product delivery
Develop and support standard work and continuous improvement processes
Lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
Focus on performance issues with the goal of changing co-worker behaviour (e.g. dependability, overall job performance)
Set expectations and supervise front-line co-workers’ behaviour with customers (both internal and external) to ensure consistency and compliance with Company guidelines and union agreements
Engage and recognise external customers
Supervise the performance of a team and work area, taking actions to ensure daily operational goals are met
Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers
Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work
Conduct trend analyses, review metrics, and take action to address items not on track
Set expectations with co-workers regarding performance standards including consistent and outstanding delivery of product and service
Develop skills of front-line co-workers by coaching on performance, provide feedback and recognition, as it relates to customer service and products
Communicate efficiently to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
Provide technical mentorship and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security, and service are delivered consistently
Identify, address and issue appropriate and timely corrective action in accordance with guidelines
Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues
Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customers
Participate in peer, safety, and accident review boards
Attend division/unit/group meetings
Participate on collateral projects
United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!
What's needed to succeed (Minimum Qualifications):
Experience leading and influencing a team, and customer service experience
Strong written and oral communication skills
Conflict resolution and decision making, with the ability to lead
Proficient in IT systems and common software appropriate to work group
Continuous Improvement, Conflict Resolution, Accountability, Teamwork, Engagement, Motivation
Legally authorised to work in the UK for any employer without sponsorship
What will help you propel from the pack (Preferred Qualifications):
Experience supervising Union personnel
United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact *****************@united.com to request accommodation.
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