JOB SUMMARY

Customer Operations Manager (Heathrow Airport)

As the Customer Operations Manager, you will lead a team of Cargo Agents to ensure efficient, high-quality service in the movement of cargo and mail, adhering to customer service agreements and current regulations. Your leadership will drive excellence in health and safety, security, quality, and operational standards.

Key Responsibilities:

Health & Safety:

• Manage and enforce health and safety protocols, ensuring compliance with regulations.

Staff Management:

• Oversee a team of Cargo Agents, ensuring appropriate staffing levels, managing absences, and maintaining efficient workforce operations.
• Provide continuous feedback and ensure performance through training and appraisals.

Security:

• Ensure compliance with all security requirements and protocols.

Quality Assurance:

• Maintain adherence to company and airline procedures, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met.
• Oversee quality procedures and implement improvements where necessary.

Operations:

• Liaise with airline customers, ensuring smooth communication and timely execution of cargo operations.
• Coordinate with warehouses and external contractors for import/export deadlines and operational efficiency.
• Ensure compliance with regulatory bodies like CAA and HMRC, ensuring timely and accurate completion of flight files.

Additional Duties:

• Attend and lead customer review meetings.
• Provide operational reports and statistical analysis on performance.
• Work additional hours when necessary to meet business demands.

Skills & Competencies:

• Strong understanding of cargo operations and systems (e.g., Cargo Spot/NCTS).
• Ability to manage health & safety, security, and quality procedures.
• Excellent leadership and interpersonal skills.
• Ability to work independently under pressure.
• Effective communication and problem-solving skills.

Performance Metrics:

• Meeting export/import deadlines and cargo IQ metrics.
• Regulatory compliance in file completion.
• Management of health & safety, security, and quality procedures.
• Staff training records up to date.

GDPR

Swissport has strict obligations under the General Data Protection Regulation 2016/679 (“the GDPR”). Compliance is therefore a responsibility embedded in all roles. Specifically, however, you are required to actively support and assist the business with compliance, both in your daily duties and in respect of ad hoc projects and activities. You are expected to demonstrate good practice to direct reports, and actively promote a culture of compliance.

DIVERSITY & INCLUSION

Swissport and its employees have a strict duty under the Equality Act 2010, not to be discriminatory in their treatment of colleagues and customers, on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Compliance with equality and diversity principles is therefore a responsibility embedded in all roles. Specifically, you are required to:

• comply with equality and diversity policies and treat all colleagues and customers with dignity and respect (including in virtual and digital environments).
• respond positively, inclusively, and supportively to the different needs of colleagues and customers by reason of their protected characteristics.
• report and act upon all instances of discrimination, harassment, and bullying.
• proactively support direct reports to understand their responsibility for equality and diversity, including identifying and facilitating development where required. Ensure performance is measured against key performance indicators, to mitigate the risk of discrimination.
• proactively comply with, model, promote, and embed equality and diversity principles, in daily duties, project work, and strategic planning, to promote a culture of zero tolerance, an environment in which colleagues and customers feel safe and respected, and champion the value the business affords to equality and diversity.
• ensure changes to policies and practices are screened for compliance with equality and diversity principles and embed compliance as a key performance indicator in strategic planning and project work.
• evaluate operational decisions to assess the impact on policies, procedures, and strategies with reference to equality and diversity.