Gate Supervisor (London Heathrow)

Job Description:

Salary: 33,280 plus shift pay and excellent benefits

Contract: Permanent

Hours: Full Time, 37.5 hours per week

Shifts: Various shifts between 04:00am and 23:30pm on a 4 on 2 off shift pattern

Location: London Heathrow Airport

Closing Date: Sunday 16th March 2025

In a nutshell

At Virgin Atlantic, we believe that everyone can take on the world, and its our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, were seeking Gate Supervisors to join our outstanding Gate team at London Heathrow airport.

The position will involve supporting our airport operations by leading the safe, secure and timely departure of our flights and ensure that our customers receive a most loved boarding experience. As a strong and confident communicator, youll deliver clear and concise messages to our customers and team, including our Duty Managers, Turnaround Co-ordinators (TCO), Customer Service Agents (CSA), Cabin crew, cleaners and caterers.

Day to day

As Gate Supervisor, your responsibilities will include:

Preparing, monitoring and planning individual flight departures within a 24-hour window
Conducting cabin appearance audits to ensure aircraft interiors meet Virgin Atlantic’s high standards of cleanliness and presentation before customer boarding
Operationally leading, coordinating and motivating a team of up to 5 CSAs at the departure gate
Ensuring all announcements are delivered clearly with Virgin Atlantics unique tone of voice
Operating jetties and opening aircraft doors, whilst maintaining the highest levels of customer experience, compliance standards and on-time performance
Ensuring accurate catering of all flights to minimise over spend
Driving ancillary sales to improve our customer experience and journey
Maintain accurate customer reconciliation on board and completing all relevant gate reports
Ensuring all Virgin Atlantic, Department for Transport (DfT) and Transport Security Administration (TSA) regulations are adhered to by all team members during the departure process
Responsible for resolving customer service challenges at the gate
Accountable for meeting and exceeding customer expectations as reflected by our Net Promoter Score (NPS) and Voice of the Customer (VOC) metrics

About you

Are you passionate about providing excellent customer service, playing a pivotal part in our customers journey at the airport? Were on the lookout for natural problem solvers with the ability to think on your feet to create memorable experiences for our customers!

In addition to the above, were looking for:

A minimum 12 months previous airline experience in a ground based, customer facing role is essential for this role
Solid understanding of using an airline Departure Control System (DCS) is preferable
Experience in leading a team with confidence to collaborate and encourage others creating a positive team spirit
Effective planning and organising skills with a high level of accuracy to keep to maintain on time performance
Strong attention to detail with excellent verbal and written communication skills
Computer literate and able to use MS Office to a good standard
Flexibility to work different shifts between 04:00am and 23:30pm, including weekends and bank holidays
Youll be required to gain and hold a HAL ID in line with security background checks. Well provide you with full training on our in-house system, however, youll need to be computer-literate and adept at switching between applications

Does this sound like you? If so, wed love to hear from you!

If successful during your application, the final stage will be an invite to our in-person interview at London Heathrow at the end of March with a planned start date of May 2025.

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (recruitmentfly.virgin.com) feeling confident that we’ve got your individual considerations covered.

Job Ident #: 2614

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley, England United Kingdom, International, United Kingdom

Type

Permanent

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en