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About the Role

The Staff Support Manager delivers daily resource plans, ensuring the right resources are in place to provide exceptional passenger assistance services. Reporting to the Planning Manager, this role acts as an operational bridge between planning and deployment, managing the Staff Support team and Payroll Coordinators. Key focuses include proactive absence management, attendance tracking, and floor plan optimization.

Responsibilities

Lead and deliver daily operational floor plans across all Heathrow terminals, ensuring dynamic and efficient deployment of colleagues.
Monitor live operations to identify floor plan variances and take immediate resourcing actions.
Ensure all Airport Authority Service Level Agreements (SLAs) are met.
Produce and analyze weekly and monthly sickness and absenteeism reports.
Oversee the coordination of return-to-work meetings, occupational health referrals, and basic disciplinary investigations.
Control the allocation and authorization of annual leave, ensuring terminal coverage.
Line manage, motivate, and mentor Staff Support Agents and Payroll Coordinators.
Oversee accurate and timely on-day updating of the time and attendance system.
Ensure the administrative team maintains accurate records of working hours and roster variations.
Coordinate new starter actions, including orientation and training on local procedures.
Conduct regular team meetings and briefings.

Requirements

Proven people management experience.
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 (e.g., aviation, airports, major transport hubs, or large service delivery contracts).
Strong IT proficiency, with expert confidence in Microsoft Excel (formulas, data analysis, trend reporting) and modern database/workforce management software.
Capable of making 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.
Impeccable personal presentation, reliability, punctuality, and attendance.
Must possess the right to work in the UK.
Successfully pass a background DBS check.
Provide 5 years of verifiable reference information.

Skills

Microsoft Excel (formulas, data analysis, trend reporting)
Modern database/workforce management software
People management
Communication
Decision-making
Absence management
Attendance tracking
Floor plan optimization

Location

London Heathrow Airport

Work Type

Full-time

Experience Level

Management

Salary/Compensations

Competitive

Benefits

24/7 GP for employee and immediate family
Mental Health support and Life Event Counseling
Get Fit Programme
Financial and legal support
Cycle to work scheme
Perks at Work employee app (discounts, gift cards, cashback, exclusive offers, resources on various life topics, urgent support services)

About the Company

ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions.
Over 100,000 team members deliver essential services daily.
Serves market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution.
Over $8 billion in annual revenue.
Invests in innovative technologies and sustainable solutions.
Mission: Driving possibility, together.

Equal Opportunity

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.
Proud members of the Armed Forces Covenant Employer Recognition Scheme.