Staff Support Manager

LOCATION: London Heathrow Airport

SHIFT PATTERN: Monday to Friday, 40 hours per week

SALARY: Competitive

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!

OVERVIEW OF JOB DESCRIPTION 

The core purpose of the Staff Support Manager is to deliver the daily resource plans, ensuring that we always have

the right resource, in the right place, at the right time to deliver exceptional passenger assistance services to

passengers requiring support (PRS). Reporting directly to the Planning Manager, the job holder acts as the vital

operational bridge between medium and long-term planning and dynamic, on-the-day deployment.

By directly managing the Staff Support team and Payroll Coordinators, this role places a heavy emphasis on proactive

absence management, rigorous attendance tracking and immediate floor plan optimisation. The Staff Support

Manager ensures that on-shift resource variances are instantly addressed, operational discipline is maintained to the

highest standards and administration relating 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 ensure colleagues are deployed 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 that all Airport Authority Service Level Agreements (SLAs) are met, and that the on-shift team represents the company brand with exceptional professionalism and customer service.

OUR VALUES AND BEHAVIOURS

Respect - This means respecting each other, great communication, valuing contributions, respecting differences and supporting one another.

Collaboration - This is all about teamwork and remembering that we are all working towards the same goal. It’s also about how we work with our clients and their other suppliers. We are one team!

Integrity - This is about being honest, reliable and trustworthy and always delivering on promises.

Innovation - This is about striving to always improve, working smarter, coming up with new ideas and having the confidence to share them. At the same time it’s about embracing change.

Excellence - This is all about striving to be the very best brand ambassador, exceeding expectations to build value and give us and our clients a real competitive advantage.

Trust - This is all about being consistent, organised and reliable. It’s also about doing what you say you are going to do and not promising what you can’t deliver.

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 the coordination of return-to-work meetings, occupational health referrals and basic disciplinary investigations related to persistent attendance or timekeeping failures.

• Control the 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 are delivered daily.

• Oversee the accurate and timely on-day updating of the time and attendance system (Find My Shift) regarding overtime, sickness, lateness and shift adjustments.

• Ensure that 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 the 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

• Operational Leadership: Proven people management experience, with the resilience and confidence to manage, direct and motivate a large, diverse operational workforce.

• Industry Experience: Significant experience in a fast-paced, high-pressure public-facing or events environment (e.g. aviation, airports, major transport hubs, or large service delivery contracts).

• Analytical & Technical Skills: Strong IT proficiency, with expert confidence in Microsoft Excel (formulas, data analysis, trend reporting) and modern database/workforce management software.

• Dynamic Decision-Making: Capable of making logical, sound decisions rapidly in high-pressure or time-sensitive operational situations.

• Communication & Influence: Excellent communication skills, with the ability to remain calm under pressure and build positive relationships with operational stakeholders.

• Professional Standards: Demonstrates impeccable personal presentation, reliability, punctuality and attendance to set a model standard for the team.

• Compliance Requirements: Must possess the right to work in the UK, successfully pass a background DBS check, and provide 5 years of verifiable reference information.

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our 

About ABM:

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information, visit .

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.