Passenger Services Supervisor

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.

But at the heart of our business is our people.

Role Purpose

Responsibility for the daily management of the operation in all terminals, through coordinating staff resources to fulfil service standards for all customer airlines. You will ensure that ground handling is delivered safely on time and consistently in line with service level agreements to always include high level of customer service.

What you will be doing

• Ensuring safety and security procedures are according to standards set within the Menzies Health & Safety Policy Manual, and according to international aviation standards, complying with the Health & Safety at Work Act 1974 and revisions
• Promote and actively encourage just culture. and ensure the accurate reporting of all accidents and incidents incurred whilst on duty and entered into MORSE
• Ensure that all staff are fully trained in line with our Airline operating procedures, Menzies AGOM and comply with directives set by both DFT and CAA.
• Orientates the FOH department around company values (S.P.I.R.I.T) and puts them into practice.
• Ensure that regular Audits are performed (daily/weekly) have been completed and that staff have been briefed on all failures and all necessary actions (CARs) have been completed.
• Ensure shifts work together, one team with clear communication of daily objectives and goals
• Effective delivery of our customers SLA's
• Effective communication both verbal and written, to include daily briefings to the team
• To effectively manage customer airlines violations such as immigration, GSR and ASR's potentially involving costs
• Demonstrate the ability to handle critical issues and irregularities efficiently
• Any other reasonable duty as requested.
• Ensure maximum utilisation of agreed staff resources and adapt to all airline requirements in line with internal budgets
• Ensure the integrity of operation is maintained through effective staff allocation utilising planning and analytical skills
• To report all station and airport related delays and implement corrective actions
• Ensure that all staff adhere to the company uniform standards to include PPE where needed
• Effective Delivery of all HR policies and process in accordance with company procedures to include disciplinary, absences and grievances
• Performance Management to the level of disciplinary under the guidance of Passenger Services Manager and Human Resources
• To be the first point of contact for general staff queries
• Personal coaching and development through effective performance management and appraisal
• To monitor and generate revenue for all customer airlines in line with their policies.

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Experience and knowledge of aviation services, in particular Passenger Services.
• Excellent leadership and people management skills
• Strong communications skills
• Forward thinking, analytical and planning skills essential
• Aptitude to develop the departmental team, succession planning and re-engineer business processes as demanded by changes in the business.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now the deadline to receive applications is 23 September 2025.

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