Description JOB TITLE: Cabin Services Quality Supervisor LOCATION: London Heathrow Airport WORKING HOURS: 40 hours per week SHIFT PATTERN: 3 on 3 off, 0600-1730 PAY RATE: £14.98 per hour ABM Aviation at London Heathrow Airport is delighted to be the new partner of choice to provide Secure Cleaning and related services to British Airways for Terminal 3. ABM is already the largest provider of widebody Secure Clean services at Heathrow, and we have opportunities to grow our 500 strong team to meet the needs of our newest customer. We are recruiting in a wide variety of roles including – Operations Managers, Duty Managers, Quality Managers, Team Leaders, Allocators, Hi Lift Drivers, Toilet and Water Drivers, Minibus Drivers, Steps Drivers and Secure Clean Operatives with opportunities on both days and nights. “Make a Difference”, come and join our amazing Cabin Services team at Heathrow and become part of the best in the business. Take a look at the job roles on our Careers website at https://apply.workable.com/abm-careers/ and put in your application. ROLE OVERVIEW AND PURPOSE The purpose of the Quality Supervisor is to be monitoring and auditing aircrafts, ensuring compliance with relevant processes. The ideal candidate will have experience of aircraft cleaning and supervisory experience. As a Quality Supervisor at LHR Cabin services you will play a crucial role in overseeing the day-to-day operations of our facilities. From ensuring a safe and clean environment to coaching team members , your attention to detail and strong leadership skills will contribute to the success of our operations. KEY RESPONSIBILITIES Ensure delivery of cleaning standards in line with service level agreements set out in the commercial agreement Conduct final sweep of aircrafts on all aircrafts, establishing and rectifying any shortfall Coach cleaners to enable them to meet and exceed standards Supervise and coordinate the activities of cabin team members to ensure compliance with company policies and industry regulations. Monitor and maintain the cleanliness and appearance of cabins, restrooms, and other common areas. Conduct regular inspections to identify maintenance and repair needs, and coordinate with appropriate teams to address any issues. Manage and resolve customer complaints or concerns in a timely and professional manner. Develop and implement standard operating procedures to improve efficiency and productivity. Train and onboard new hires, including providing guidance on company policies and procedures and ensuring compliance with safety regulations. Schedule and allocate cabin crew resources based on operational requirements. Assist aircrafts that have not met SLAs to enhance standards avoiding any failures that may be captured on external audits Ensure that assets are safe guarded Identify, if and where processes are not meeting requirements and propose solutions working with the senior management team Ensuring procedures, policies and regulations are correctly followed and complied with Effectively work with the SDAs in monitoring and maintaining quality audits inspections Effectively comply with and manage H&S audits around aircrafts under HSE guidelines and HAL requirements e.g. Risk Assessments Timely submission of daily inspection reports At all times comply with HSE, DFT and HAL protocol along with Airport operating procedures Establish and maintain good relationships and lines of communication with client airlines, other airlines, HAL etc. Promote a culture of service excellence and maintain a professional image, both personally and corporately – champion legendary service PEOPLE MANAGEMENT Effectively manage, coach and mentor team leaders to meet service level agreements Responsible for ensuring absence management processes are effectively managed for cabin cleaners and team leaders Escalating any absence to HR support and/or contract administrator should triggers be met Ensure employees, under your control sign on and off, appropriately and correctly in accordance with Company Policy and Procedures. Ensure that the employees perform their jobs effectively. Follow good management practices including effective appraisals and assessment are applied in order to achieve optimum staff performance, timekeeping, development and retention. Maintain staff discipline and conformance with Company and regulatory requirements, utilizing the Company disciplinary process where necessary Ensure all paperwork is managed and processed in line with GDPR (general data protection regulation) HEALTH & SAFETY RESPONSIBILITIES Always follow Group and company policies and procedures. Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment. Use all work equipment and personal PPE properly and in accordance with training received. Report any issues or training needs to your Line manager and /or via your divisional incident reporting system. NOTE This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business. REQUIRED SKILLS AND EXPERIENCE Minimum of 3 years of experience in a supervisory role in the Aviation industry. UK Driving License Knowledge of health and safety regulations and experience implementing safety protocols. Strong communication and interpersonal skills to effectively interact with team members, clients, and stakeholders. Excellent leadership abilities, with the ability to motivate and inspire a team. Proven problem-solving skills and the ability to make decisions under pressure. Attention to detail and strong organizational skills to prioritize and manage multiple tasks. Proficiency in using computer applications and systems for reporting and data analysis. Behaviours: Excellent communication & interpersonal skills Flexibility Innovative Achievement orientated Energy/Drive