Security Supervisor HBS

Security Supervisor - HBS

Purpose of the role

You will drive continuous, high performance with exceptional service on a day-to-day basis. You must be capable of analysing information quickly and making associated decisions based on your analysis using foresight and strategic thinking. Whilst working under pressure, you must be self-motivated, target-driven and possess a positive ‘can do’ outlook. As an inspirational leader, you will have full accountability for motivating, coaching and developing agents by providing the right tools and techniques to deliver an exceptionally high level of service that promotes the company and airport brands.

Principal accountabilities:

• You will drive continuous high performance, ensuring and championing exceptional customer service on a day-to-day basis.
• Promote and reflect the interests of the company and the client through leadership and instruction, encouragement and motivation, and the monitoring of staff standards (behavior, appearance, and performance).
• Accountable for providing inspirational leadership to our employees and ensuring staff welfare issues are dealt with as a matter of priority.
• Lead employee engagement within the teams. Being visible and accessible to the teams to ensure great communication with all team members.
• You will ensure that the terminal teams conduct their duties professionally and follow procedures, achieving the highest level of compliance with Aviation Security Regulations.
• First point of contact for the Duty Mangers / Planners.
• Reporting to DMs with feedback or any other relevant operational reports.
• Responsible for all professional matters on site, to include ISO and HR matters as instructed by DM.
• Responsible for monitoring Risk Assessments and enforcement.
• Collaborate on Rostering and allocation maps review and monitoring.
• Responsible for ensuring the teams work productively and efficiently to achieve optimum throughput. Make informed decisions regarding the operation that will ensure that optimum throughput is achieved, by ensuring the terminal teams are working.
• Conducting drills when requested, liaising with the Training Department regarding rectification plans and implementing those plans. Also responsible for OJT.
• Work closely with the Training Dept to ensure that mandatory training needs are carried out, and that any areas that require referral to the Training Dept is recorded and done so professionally and with all supporting documentation.
• You will work alongside other ICTS leaders and Airport business partners to ensure the contractual requirements are adhered to and customer and client satisfaction is achieved.

Customer Service

• Accountable for delivering the highest possible standard of efficiency and customer service, whilst meeting all regulatory requirements.
• Respond to any customer complaints in person (where possible) with exceptional service recovery. Respond to retrospective complaints that are forwarded (either by phone, letter or email) swiftly, efficiently and accurately ensuring that all elements of the complaints are investigated and addressed in full (using CCTV and witness statements etc).

Health and Safety

• Lead a safety-first culture and approach with the team, by being responsible for the Health & Safety of everyone on shift and must ensure that all employees abide by the Health and Safety guidelines and procedures.
• You will conduct inspections of our facilities, ensuring they are clean and tidy and well cared for. This will also include vehicle and uniform checks.
• You will ensure that agents wear their uniform correctly and are well presented, and that PPE is available and worn.
• Conduct Return to Work interviews ensuring that all relevant welfare issues have been resolved and paperwork is completed accurately and fully.

Other Duties

• Participating in projects, training and working groups along with carrying out any other duties that may be outside the standard remit for the purpose of personal development, or as may be reasonably required by the company.
• When necessary and in line with procedures you will calibrate equipment and record any defects, ensuring these defects are communicated to the Duty Managers.
• You will be required to cover other fellow Supervisors in their absence and therefore it is necessary you are fully aware of all duties required within their operation.

This list is not exhaustive, and the business demands may require other additional duties which will be requested through your line manager.

Competencies

• Leadership – leads by example, motivates others, makes decisions, initiates action, takes responsibility.

• Communication and influencing – establishes communication channel, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others.
• People Management – fosters team/individual performance, achieves results, sets targets and reviews against them, leads, motivates and empowers others, deals with issues, coaches and encourages others.
• Ability to work openly and collaboratively at all levels with multiple stakeholders.
• Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, encourages improvements.
• Results orientation – satisfies internal/external customers, effective performance management, addresses cross functional issues and technical issues, knowledge of systems and processes.
• Interpersonal skills – builds positive relationships, demonstrates emotionally stability, confident in own ability, approachable to all staff, shows respect and tolerance.
• Values – lives and endorses the company values.

Requirements

• Full UK driving licence required.
• Undergo a ADP (Airside Driving Permit).
• Undergo a full GSS course with the required pass mark.
• Working both AM and PM shifts.