We are now on the lookout for a dynamic and dedicated Passenger Services Supervisor to join our vibrant Passenger Services team based at London Heathrow Airport!
About the role:
You will play a pivotal role supervising all activities within Passenger Services department (check‐in, boarding, and transfers). To re‐roster and allocate staffing per skillset within the daily Passenger Services activity on shift, and to ensure Cobalt meets and exceeds the required standards of customer satisfaction, health & safety, agreed quality standards and performance targets to ensure overall customer satisfaction in combination with operational cost efficiency.
This role requires flexibility relating to rosters and working hours in order to fulfil the varying operational requirements. Successful candidates will be able to demonstrate excellent customer service skills and technical ability within relevant DCS systems. Knowledge of visa and passport regulations will be a key requirement although full training will be provided.
Hours of Work: Full-time (37.5hours/week) - Rotating Roster. Early shifts starting from 4am.

What will make you successful as our Passenger Services Supervisor:

• Expert knowledge of DCS systems
• Excellent customer service skills
• Ability to work in a difficult and demanding environment
• Educated to ‘A’ level standard or equivalent
• Sound knowledge of company procedures of all customer airlines and service level agreements
• Proven experience in all areas of Passenger Services
• Experience of supervising medium/large numbers of staff
• Good organisational skills
• Allocating staff experience (Preferred)
• Minimum of 1 years customer service – face-to-face experience

Due to the nature of the role you will be required to submit the following documents to be considered for interview:

• Up-to-date CV: in a doc or pdf format, highlighting your experiences from the last five years, including start and end dates (MMYYYY format) for each position.
• Right to Work Documentation: Such as passport (original and copy if you are shortlisted for interview) and any relevant Home Office documents if applicable.
• Proof of your NI number: Payslip from the last 3 months or a P60 from your employer for the last tax year
• HMRC 5 Year History letter: Obtainable from the HMRC website or app.

Unfortunately, you cannot be considered for interview without these documents so please only apply if you can present the documents.
We look forward to welcoming a new leader to our team who is ready to make a significant impact on our Passenger Services team.
Job Type: Full-time

Benefits:

• Company pension
• Free parking
• On-site parking

Ability to commute/relocate:

• Hounslow TW3: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have any previous experience working in the Passenger Services Department at a UK airport?
• Which Departure Control System (DCS) have you worked with?
• How many employees have you supervised in previous roles?

Experience:

• Customer Services Face-to-Face: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person
Application deadline: 21/08/2025
Reference ID: CGS/PS

• Up-to-date CV: in a doc or pdf format, highlighting your experiences from the last five years, including start and end dates (MMYYYY format) for each position.
• Right to Work Documentation: Such as passport (original and copy if you are shortlisted for interview) and any relevant Home Office documents if applicable.
• Proof of your NI number: Payslip from the last 3 months or a P60 from your employer for the last tax year
• HMRC 5 Year History letter: Obtainable from the HMRC website or app