JOB OVERVIEW:

To ensure effective cargo handling across all ASC Cargo sites at Heathrow Airport, maintaining efficiency and total customer satisfaction. You will do this by managing a team of Duty Managers who are on-site 24/7. All applicable policies and procedures must be always adhered to and you will be responsible for ensuring compliance.

• To ensure the operation is carried out in an efficient manner, and that company standards, policies, and procedures are complied with by all staff as well as ensuring Service Level Agreements are consistently met.
• Day-to-day communication with Duty Managers and the Cargo General Manager, highlighting priorities, difficulties, and operational requirements.
• To conduct recruitment interviews to maintain agreed staffing levels.
• To oversee and manage staff lateness and absence levels with the Duty Manager team.
• To coordinate and attend grievance or disciplinary hearings as and when required.
• To oversee that staff probation periods, and further assessments are being carried out at the appropriate intervals.
• To oversee, review, amend, and implement operating standards and procedures resulting in the highest possible service levels to our customers.
• To address customer complaints in a professional and reassuring manner and to bring about an effective resolution. To communicate all customer complaints to the Cargo General Manager in a timely manner.
• To maintain positive relationships with our existing customers by meeting with them face to face on a regular basis to ensure their complete satisfaction with the service provided.
• Liaise with regulatory bodies as required, e.g. CAA/HMRC/APHA/HSE.
• To manage the operation within budgeted costs and highlight areas where cost savings could be made.
• To identify the training needs of the teams and arrange adequate and suitable training as required as well as being aware of industry mandatory training.
• To carry out regular internal quality assurance audits.
• Represent and portray the company in a professional manner whilst providing excellent communication.