Airport Services Supervisor – LHR at Uganda Airlines

*Number of Opening(s): One (1)

Reports to:      Station Manager
Responsible for:         Ground Handlers
Department:               Ground Operations

Job Summary:

Reporting to the Station Manager, the Airport Services Supervisor will be responsible for providing up-to-date information and excellent customer service to all Uganda Airlines passengers. S/he will ensure the provision of information consistent with safety, customer service policies, and security standards of Uganda Airlines to ensure a safe, seamless, and efficient airport operation. Additionally, s/he will ensure and maintain a healthy, Safe, Secure, and Cost-effective operation for Uganda Airlines operations, in compliance with the relevant industry regulatory and legislative requirements, company procedures, and regulatory authorities. S/he will deliver focused, high-quality customer service by leading and supervising the customer services agent team and/or Ground Handling Agents.

Key duties and responsibilities.

• Embrace and maintain a positive safety culture and a healthy and secure working environment in passenger services to comply with relevant legislative and industry standards.
• Identify and report hazards, near misses, incidents and accidents.
• Oversee the provision of efficient, high-quality customer service delivery in day-to-day operations for Uganda National Airlines according to the agreed Service Level Agreements and Company Policies to delight the customer and improve the overall customer experience at Heathrow International Airport.
• Consult, communicate and disseminate information as appropriate to passengers, staff and third-party service providers to eliminate lapses in service delivery resulting from lack of information.
• Maintain a good relationship with other airlines and airport stakeholders to facilitate the smooth operations of Uganda Airlines.
• Ensure smooth and effective transfer of passengers at Heathrow International Airport.
• Implement departure and arrival processes in strict compliance and in accordance with the laid down safety and security procedures and in a timely manner to guarantee consistency in punctuality (OTP, baggage delivery, meeting and escorting passengers to/from flights, passenger screening/profiling).
• Adhere to laid down procedures to enhance accurate flight reconciliation and post-departure transmission of messages.
• Maximize revenue through the collection of excess baggage charges, change of reservation charges while maintaining high-quality customer service at all touchpoints.
• Promote cost control awareness amongst the team.
• Conduct quality spot checks to ensure compliance with safety and security procedures, service standards and recommended practices.
• Lead, motivate and develop staff while ensuring discipline and grooming standards among Passenger Services Agents.
• Brief GHA staff and plan the efficient allocation of tasks and resources in liaison with the Station Manager.
• Ascertain that all systems, equipment and stationery are in working condition and readily available respectively for efficient passenger handling services in all customer touchpoints.
• Ascertain efficient procedures and best practices in document verification to minimize risks to the Airline without compromising customer service standards.
• Complete various post-flight activities such as Total Load Summary (TLS), reconciliation of flight coupons, and assemble flight files to deal with any future queries.
• Ensure that corrective action is taken by the GHA in respect of any AHL or OHD on the flight and ensure that subsequent follow-up action is taken and that passengers are kept informed.
• Cover duties as directed from time to time by the Station Manager.

Qualifications, Skills, and Competencies:

• University graduate or relevant Higher Diploma with experience in an all-around airport handling operation with relevant experience in a supervisory role.
• At least 3 – 5 years of relevant experience in a similar role with a reputable airline or reputable ground handling company.
• Airside Safety Training.
• Aviation Safety Awareness Training.
• IATA Dangerous Goods Awareness Training.
• Aviation Safety and Security Awareness Training.
• ICAO Safety Management Systems (SMS) Awareness Training.
• Airport Operations Experience
• Airline passenger handling training
• Ability to manage and develop staff.
• Good computer knowledge.
• Foreign language will be an added advantage.
• Ability to work well for long hours under pressure including shift work pattern.
• Excellent communication and interpersonal skills.
• Sound judgement and decision-making skills.
• Customer-focused and hospitable.
• High integrity and influencing skills.
• Cross-culture sensitivity.