Staff Support Manager

The Staff Support Manager is a key role at ABM UK, responsible for delivering daily resource plans to ensure exceptional passenger assistance services at London Heathrow Airport. The successful candidate will report directly to the Planning Manager and act as the vital operational bridge between medium and long-term planning and dynamic, on-the-day deployment.

Main Duties & Responsibilities

• 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.
• 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.
• Line manage, motivate, and mentor the Staff Support Agents and Payroll Coordinators to ensure high standards of administrative and operational efficiency are delivered daily.

Requirements

• 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.

Benefits

• 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