Baggage Services Supervisor

Baggage Services Supervisor

Every journey has an ending, but what if that ending was a missing or damaged bag? Swissport are looking for dedicated professionals to be the glimmer of hope for customers in their time of need.

As a Baggage Services Supervisor, you will be critical in leading our mission of being world class, setting the standard for the industry to follow. You'll lead your team to resur the customers experience to providing them with information, support and timely communications. Behind the scenes, your team will use our best-in-class systems to scout the world to locate their delayed baggage then arrange its delivery to the customer.

You'll support your team day-to-day, ensure they are trained and supported to deliver success. You'll innovate, adapt and always be in the pursuit of better outcomes for our customers and their passengers alike.

Responsibilities

1. Deliver world class customer service by supervising, planning, allocating tasks, monitoring time & attendance as well as maintaining your budget.
2. Develop an open feedback culture by managing the performance of your team and ensuring standards are met and exceeded.
3. Ensure your team maintain compliance with all Swissport Corporate Safety & Security procedures in order to meet and exceed regulatory standards and customer service levels.
4. Maintain the local training matrix as well as policy and procedure documentation.
5. Build and develop relationships with airline and airport stakeholders.
6. Encourage consistency and collaboration by ensuring clear communication at all levels including one to ones, regular staff briefings and completion of relevant reporting both internally and with other stakeholders.
7. Maintain oversight of stationary, stock and maintenance of department equipment.
8. Where needed, resolve conflict and irregularities as well as perform investigations and/or disciplinaries as applicable.
9. Support the Baggage Service Agents (line reports) with on the job guidance, coaching and mentoring.
10. Deliver in line with each airline's specific ways of working.
11. Support your team during busy periods, getting into the operation.

Qualifications

To join our mission, you'll:

• have experience in Airport Ground Operations essential.
• demonstrate excellent, organizational and planning skills.
• be passionate about delivering world class customer service.
• demonstrate commitment to continuous improvement.
• consistently follow processes and procedures whilst maintaining a flexible approach to new challenges.
• maintain excellent presentation and grooming standards and open to challenging those in your team who may fall below required standard.
• have earned at least three Standard Grades/GCSE's/O'Level or a Leaving Certificate.
• have a flexible approach to various shifts including days, evenings, nights, weekends, and Public Holidays.
• be computer literate, and willing to learn Swissport and airline specific computer systems.
• be self-motivated and able to work independently and as part of your wider team.
• be physically fit and able to carry up to 32kgs over short distances.
• ideally have worked with World Tracer previously, but this will be trained if not.