£40k plus shift allowance and the opportunity to receive a bonus of up to 15%
Role overview
Join an exciting fast moving, exciting and progressive organisation!
This is a critical, fast paced and exciting ‘coaching / leaders’ role within the security operation of one of Britain’s busiest airports. In fact Gatwick is the world’s most efficient single runway airport and the second largest in the UK.
In this function you are required to take full accountability of a team of security officers, driving continuous high performance with exceptional service on a day to day basis. This is a people role.
As an inspirational leader, you have full responsibility for motivating, coaching and developing your team by providing the right tools and techniques to deliver an exceptionally high level of service that promotes the Gatwick Brand and ensures that the customer experience is second to none.
Principal accountabilities
Each Lane Performance Manager will have line management responsibility for a team of Security
Officers and key areas are:
Operational Performance:
Take full responsibility for delivery for lane performance targets on a day to day basis using data to understand the issues and to drive resolution promptly within given boundaries.
Maintain the daily running of the lane through optimal manning levels to ensure that it meets performance targets, including allocation of training and breaks.
Ensure the correct operation of all equipment by the team and take immediate action where necessary. Accountable for ensuring any equipment defects are reported immediately and resolution is achieved.
Accountable for ensuring team adherence to standard operating procedures and all CAA regulatory requirements. Ensure that all feedback is recorded and acted upon immediately, and that any matters raised by CAA regarding non-compliances are instantly escalated to the Shift Production Manager.
Successfully brief and de-brief the team, on the performance targets for the day, ensuring clear expectations are set and met. Ensure performance issues, recurring themes and company updates are cascaded to the entire team and auditable logs of briefing sessions are maintained.
Passenger Experience:
Responsible for challenging that the standard operating procedures are fit for purpose through the Shift Performance Manager and delivering the highest possible standard of efficiency and customer service, whilst meeting all regulatory requirements.
Manage third party relationships relating to the Central Search operation, including but not limited to, CAA, emergency services, other GAL departments, airlines, handling agents and law enforcement agencies.
Accountable for managing and resolving conflict between employees and/or passengers with empathy and tact, delivering solutions that are appropriate, adhering to all regulations and reflective of the company values.
Responsible for improving passenger experience through monitoring real time feedback and driving improvements through the team.
Leadership:
Accountable for providing inspirational leadership to a team of Security Officers in line with Gatwick’s leadership elements day to day and through periods of change.
Set clear goals and expectations of individuals in the team, by coaching and providing consistent feedback.
Ensure the fair and consistent application of all Gatwick people policies and processes, including and not exhaustive of; attendance management, capability, disciplinary, grievance and probation. Lead on decisions around long term sickness and restricted duty cases, annual leave, special leave and carer leave in relation to direct team.
Involvement in the recruitment of new team members and responsible for the integration of new starters and their induction into security. Identify talent and develop any top performing team members in line with the company’s talent process.
Able to work in each role within the team. Act as a role model in terms of knowledge and understanding of each individual task the team undertake.
Strong delivery of key communication messages at the start and end of each shift that creates a motivated and collaborative team. Also communicate and support the team through periods of change.
Deal swiftly with any issues relating to staff performance and/or team issues by having ‘in the moment’ conversations, ensuring any follow up action or escalation happens.
Demonstrate and lead a health and safety based culture within the team. Ensuring that the Central Search area complies with all EH&S requirements/policies including audits and inspections such as DZT and workplace. Responsible for rectification activity.
Person Specification:
This is a role for someone who enjoys working with people, in a fast paced organisation. You must be self-motivated and disciplined to hit targets, understanding the importance of accountability achieving results. You will have a clear understanding of the importance of engaging with customers with courtesy respect, with a broader understanding and general awareness of passengers and staff needs. In other words, you will be commercially minded, performance driven and a leader.
Our ideal person:
Decision making:
Has an ability to make decisions in line with the standard operating procedures, ‘thinking on their feet’, whilst considering the best possible solution to the problem.
Problem Solving:
Has a strong ability to solve people related problems, consider why the problem has occurred, identify what can be done immediately and provide a quick and pragmatic solution.
Communication:
A clear, confident and enthusiastic communicator with the ability to engage and influence at all levels. Shows attentive listening and will contribute, and if necessary lead, a conversation in the direction for the desired outcome.
Leadership:
Builds positive relationships and gives clear direction to team members in order to inspire people to hit targets that result in a performance driven – values led, operational team.
Flexibility:
Able to commute reliably to Gatwick, able to work extended hours on occasions when required.
MUST be able to work early 0245 starts and late 2300hrs finishes
Specific Job Skills:
The successful candidate will have a qualification or equivalent experience, in line management for example, Institute of Line Management SVQ level 3 in Management or the equivalent experience.
Has previously had experience of running a busy operational team using data to drive performance.
Use of Microsoft Office packages would be an advantage.
How to apply:
To apply, please follow this link below and click ‘Apply now’ beneath the job description
Discovery Executive are the retained managing consultants
All applications will be processed through Discovery. We regret due to the high volume of applications we receive; only those successful on application will be contacted for interviews. In the event that you are unsuccessful for this opportunity, we may still be able to help you and we will retain your application and consider you for other opportunities.