Head of Terminal

LOCATION:
Heathrow Airport

REPORTING TO:
Assistance Service Director

WORKING HOURS:
Full Time

SALARY:
Competitive

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The Head of Terminal is accountable for their team and terminal’s performance, to deliver objectives and legislative requirements of the PRS service. They must have a deep understanding of the PRS operation and the legislation that supports disabled traveller. They must be able to lead with authenticity and influence to win hearts and minds, driving commitment and performance across the organisation.

They will be responsible for the continuous improvement of the service, implementing strategic plans, policies, and procedures to achieve our goals and objectives.

Responsible for leading their teams and managing budget and resources, the Head of Terminal will ensure that resources are used effectively and efficiently. The Head of Terminal will lead inclusively to create strong build strong relationships across their teams, developing a proactive, highly trained, and motivated colleagues delivering performance SLA’s. The Head of Terminal must be an effective communicator and collaborator, working closely with other departments and as the key point of contact for our stakeholders.

You must be able to lead large teams, build and maintain strong relationships to support and lead the growth and success of our service. Lead with authenticity and influence to win hearts and minds, driving commitment and performance across the organisation.

Overall, the Head of terminal plays a critical role in the success of our operation, driving innovation, growth, and profitability while ensuring that ABM remains aligned with its core values and mission.

• Provide strong leadership and direction to your team ensuring that your terminals operate efficiently and effectively.
• Build an inclusive and motivated team culture where people feel valued, inspired, and aligned to ABM’s vision and customer goals.
• Lead managers and teams effectively to influence and win hearts and minds, driving commitment and performance across the business.
• Develop and implement strategies to optimise terminal operations, including productivity, safety, and cost-efficiency.
• Oversee day-to-day terminal operations, ensuring your management teams are proactively managing their teams and proactively driving consistent performance.
• Responsible for ensuring LHR is compliant with all elements of relevant legislation.
• Lead a culture of a continuous improvement methodology across the terminal and sharing best practice across the contract.
• Maintain excellent customer/stakeholder relationships, responding promptly to inquiries and concerns, and ensuring that our customer / stakeholder requirements are met.
• Develop and manage the terminal's budget, ensuring that we operate within our financial parameters.
• Lead and develop your operational team to deliver the highest levels of performance. You will set objectives and manage the team as appropriate.
• Lead on industrial and employee relations within your terminals.

• Responsible for the proactive communication of your management team with the airport stakeholders, driving constructive and collaborative ways of working. Lead on lessons learnt and wash-up sessions are held as appropriate.
• Responsible for your terminal’s governance information delivered daily, weekly and monthly to demonstrate your team’s performance. Responsible for your team’s action plans to respond to performance issues and drive service enhancements.
• Lead a safe and secure environment for colleagues and customers, auditing processes regularly and ensuring a ‘fit for purpose’ operation.
• Responsible for your team’s compliance with corporate timescales on all investigations.
• Report directly to the Account Director and assist with managing of the contract’s financial performance.
• Support Account Director as required and deputise as appropriate.

Ensure work is carried out in accordance with site/department procedures…