Location
London Heathrow Airport, Hounslow

Hours
Monday to Friday, 40 hours per week

Salary
Competitive

About the Role
The core purpose of the Staff Support Manager is to deliver the daily resource plans, ensuring the right resource is in the right place at the right time to provide exceptional passenger assistance services to passengers requiring support (PRS). Reporting directly to the Planning Manager, this role acts as the vital operational bridge between medium and long-term planning and dynamic, on-the-day deployment. You will directly manage the Staff Support team and Payroll Coordinators, focusing on proactive absence management, rigorous attendance tracking, and immediate floor plan optimisation. The role ensures on-shift resource variances are instantly addressed, operational discipline is maintained to the highest standards, and administration related to roster updates, overtime, and return-to-work actions is seamlessly executed.

Main Duties & Responsibilities
Daily Resource Delivery & Service Excellence
Lead and deliver daily operational floor plans across all Heathrow terminals, working closely with the allocation team to deploy colleagues dynamically and efficiently to match flight volumes and live passenger numbers. Monitor and evaluate live operations to identify any floor plan variances, taking proactive and immediate resourcing actions through agreed procedures to maintain uninterrupted passenger assistance. Ensure all Airport Authority Service Level Agreements (SLAs) are met, and the on-shift team represents the company brand with exceptional professionalism and customer service.

Absence Management & Compliance
Produce and analyse weekly and monthly sickness and absenteeism reports, highlighting critical trends and presenting findings to the Planning Manager to support strategic long-term workforce optimisation. Oversee coordination of return-to-work meetings, occupational health referrals, and basic disciplinary investigations related to persistent attendance or timekeeping failures. Control allocation and authorisation of annual leave in coordination with operational peaks, ensuring terminal coverage levels are robustly maintained and holiday balances are managed.

Team Leadership & System Governance
Line manage, motivate, and mentor the Staff Support Agents and Payroll Coordinators to ensure high standards of administrative and operational efficiency daily. Oversee accurate and timely on-day updating of the time and attendance system (Find My Shift) regarding overtime, sickness, lateness, and shift adjustments. Ensure the administrative team maintains fully audited, accurate records of working hours and roster variations in strict accordance with contractual and regulatory obligations. Coordinate new starter actions including orientation for new or relocating colleagues, ensuring they are fully trained on local terminal procedures, floor plans, and shift systems. Conduct regular team meetings and briefings to ensure effective communication of operational changes, scheduling forecasts, and core business updates.

Our Values and Behaviours
Respect - Respect each other, communicate well, value contributions, respect differences, and support one another.
Collaboration - Work as one team towards shared goals, including with clients and other suppliers.
Integrity - Be honest, reliable, trustworthy, and always deliver on promises.
Innovation - Strive to improve, work smarter, share new ideas, and embrace change.
Excellence - Be the best brand ambassador, exceed expectations, and build competitive advantage.
Trust - Be consistent, organised, reliable, and do what you say you will do.

Experience
- Proven people management experience with resilience and confidence to manage, direct, and motivate a large, diverse operational workforce.
- Significant experience in a fast-paced, high-pressure public-facing or events environment such as aviation, airports, major transport hubs, or large service delivery contracts.
- Strong IT proficiency, especially expert confidence in Microsoft Excel (formulas, data analysis, trend reporting) and modern database/workforce management software.
- Ability to make logical, sound decisions rapidly in high-pressure or time-sensitive operational situations.
- Excellent communication skills with the ability to remain calm under pressure and build positive relationships with operational stakeholders.

About You
- Demonstrates impeccable personal presentation, reliability, punctuality, and attendance to set a model standard for the team.
- Strong leadership qualities with a proactive and solution-focused approach.
- Committed to upholding company values and delivering exceptional service standards.

Qualifications
- Must possess the right to work in the UK.
- Must successfully pass a background DBS check.
- Must provide 5 years of verifiable reference information.