Better places, thriving communities.
Job Title
Supervisor
Location
Heathrow Airport
Reporting To
Operations Manager
Shift
12 hour shifts, 4 on 2 off roster
Pay Rate
£15.19
Key Requirements
Must have supervisory experience and be able to manage large teams + Tech Savvy
Role Overview
We are seeking a highly professional and experienced Supervisor to oversee the delivery of exceptional service to a high‑end client at Heathrow Airport. This role requires a strong leader who can manage staff effectively while maintaining the highest standards of customer service, discretion, and operational excellence in a fast‑paced airport environment.
Key Responsibilities
Client & Customer Service
- Act as the primary point of contact for the high‑end client, ensuring all expectations are met and exceeded
- Deliver a premium, personalized customer experience at all times
- Handle client requests, concerns, and escalations promptly and professionally
- Maintain a polished, courteous, and discreet approach in all interactions
Team Leadership & Staff Management
- Supervise, motivate, and support a team of staff on shift
- Allocate duties and ensure adequate staffing levels at all times
- Conduct briefings, training, and performance monitoring
- Address staff performance issues and provide coaching where required
Operations & Coordination
- Oversee day‑to‑day operations to ensure smooth service delivery
- Coordinate with airport authorities, security, and other stakeholders
- Ensure compliance with all airport regulations, health & safety, and security procedures
- Monitor service standards and implement improvements where necessary
Quality & Standards
- Maintain a high standard of presentation and professionalism across the team
- Ensure all services align with the expectations of a luxury/high‑profile client
- Complete reports, logs, and documentation accurately and on time
Key Skills & Experience
- Proven experience in a supervisory role, ideally within aviation, hospitality, or luxury services
- Strong customer service background with experience handling VIP or high‑profile clients
- Excellent leadership and team management skills
- Outstanding communication and interpersonal abilities
- Ability to remain calm and professional under pressure
- Strong organizational and problem‑solving skills
- Flexible approach to working hours, including shifts, weekends, and holidays
Personal Attributes
- Professional, polished, and well‑presented
- Discreet and trustworthy when handling sensitive situations
- Proactive and solution‑focused
- Detail‑oriented with a commitment to excellence
Desirable
- Previous experience working at an airport or in a secure environment
- Knowledge of Heathrow Airport operations and procedures
Benefits
Our market‑leading flexible benefits scheme provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household, so you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme, allowing you to access up to 50% of your earned pay before payday for a small fee and offering competitive loans. When you join us, we’ll give you a link to our flexible benefits platform, Choices, which allows you to customize your benefits. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and more. We give you access to high‑street discounts from thousands of well‑known retailers, gyms and more through our MiDeals platform and we have a cycle‑to‑work scheme.
Life cover is the greater of your equivalent annual salary or a minimum of £10,000, giving peace of mind for your dependants. We also offer a save‑as‑you‑earn scheme and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie). We award our employees with Mitie Stars as recognition for their hard work, with cash prizes up for grabs each month and a chance to win a top prize of £10,000 at year‑end.
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at (contact email).
About Mitie
Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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