Security Operations Support

Birmingham Airport is the UK’s seventh largest with 30 airlines serving over 120 destinations direct and onwards to over 400. Prior to the Covid-19 pandemic 13m customers a year flew in and out of BHX. Going forward we project growth to more than 18m customers a year by 2033 – by which time we will be connected to central London by HS2 trains in just 37 minutes and aim to have become a net zero carbon airport.

Our purpose is: Proud of Every Journey. That means everyone at the airport and the 100 organisations operating on the airport site, taking pride in getting customers safely, punctually, and comfortably from A to B.

By creating a kind, values-driven environment where everyone feels empowered to bring their best to work, we will retain and develop our people – and deliver on our purpose. Our seven pillars, Growth, Customer, Neighbour, Efficiency, People, Safety & Security and Carbon, support the strategic output of the company.
Our values – Curious, Dedicated, Inclusive, Respectful & Supportive guide how our colleagues treat each other as we serve customers with safety & security as our top priority.

Benefits

Competitive Group pension, 2 x Life Assurance, Share Scheme, Free onsite parking, Concession discounts, discounted gym memberships, Employee Assistance Programme, Share Scheme, Discretionary Bonus, uniform provided.

Summary of the Role

Reporting to the Lane Performance Supervisors, as part of the Security Operations support team, you will play a pivotal role at the airport, supporting our passengers through the airport security process, delivering great customer care.

You will work in the heart of the operation, delivering a high-quality service, with a focus on operational performance and continuous improvement. The role supports the wider Security team to achieve the required targets for customer satisfaction, passenger flow rates and efficiency of the security lanes, in line with the overall business purpose to be “proud of every journey.

Duties and Responsibilities

• Through proactive and engaging communication, ensure all passengers are fully prepared for the Security screening process.

• Support the smooth running of the security operation, managing passenger flows within security.

• To be compliant with Aviation Security local operating procedures, working practices and protocols and airport bylaws.

• Undertake training including mandatory Security Training in compliance with company and CAA standards.

• Meet compliance and throughput targets as stipulated by the DfT, CAA and the Security Management Team.

• Achieve an acceptable level of competence which is continuously measured through relevant performance evaluation in the tasks of divestment, passenger flow, scanner optimisation and reducing lane congestion.

• To promote and drive the daily focus on operational performance, actively engaging with continuous improvement initiatives.

• To consistently deliver a high standard of customer service to internal and external parties to ensure that relationships are maintained and that the Airport reputation and credibility is strong. Furthermore, to understand how the actions of the team affect the reputation of the business, to endeavour to resolve issues in the moment.

• To support the company customer pillar, placing them at the heart of everything we do.

• Take direction from Lane Performance Supervisor and Security Controller to ensure key customer touch points are covered as required.

• Provide first line response to First Aid events within the Passenger Search Area.

• To be fully flexible to support the rostering requirements of the post to sustain the operational requirements of a 24/7 airport.

• Identify and escalate any issues that may impact the operation to the supervisory team.

• To promote the airport’s corporate images by strict adherence to the airport dress code and professional behaviours.

• To carry out such other duties commensurate with the grading of the post that maybe determined from time to time.

Candidate requirements

• Consistently demonstrate the positive behaviours required to support the Company’s Brand Values PROUD for us by us, Curious, Dedicated, Inclusive, Respectful & Supportive

• Engaging communicator with well-developed interpersonal skills.

• Demonstrate a pro-active approach with a can-do attitude to customer service and problem solving.

• Team orientated, enjoys teamwork and working in a diverse environment.

• Flexible and adaptable, sound judgement and acts on initiative.

• Previous customer service experiencing in a fast-paced environment is preferrable