Clerical Team Leader – Stansted Airport

About the role

The Clerical Team Leader is a pivotal operational position at London Stansted Airport, responsible for managing the front‑line clerical staff on a 4‑on/4‑off schedule (two consecutive 12‑hour day shifts followed by two consecutive 12‑hour night shifts). The role focuses on delivering consistent, high‑quality customer experiences while ensuring safety, security, and regulatory compliance.

Key responsibilities

• Lead by example to guarantee great customer experiences at every touchpoint.
• Monitor resource utilisation and control overtime payments.
• Identify training needs, coach, mentor and develop team members.
• Maintain an open feedback culture and manage employee performance.
• Implement and adhere to Customer Services and Passenger Service budgets.
• Resolve customer service issues promptly and support negotiations with new customers.
• Ensure compliance with SOPs, safety, security, uniform and PPE requirements.
• Conduct team briefings, provide timely feedback, and manage change initiatives.
• Coordinate return‑to‑work paperwork for sick staff and conduct QHSE inspections.
• Collaborate with the station manager to reduce attrition and communicate with airport authorities to meet AOL goals.

Required profile

• Proven leadership experience in a fast‑paced, customer‑focused environment.
• Strong commitment to health, safety, quality and security standards.
• Ability to give constructive feedback and address performance issues promptly.
• Proactive attitude with commercial awareness to identify business opportunities.
• Excellent communication and collaboration skills with internal and external stakeholders.

Required skills

• Knowledge of airport SOPs, health & safety, and security procedures.
• Budget management and overtime control.
• Experience in coaching, mentoring and performance management.
• Familiarity with QHSE inspection processes.
• Ability to manage shift patterns and staff rotas.