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Duty Manager/Supervisor

Employer Excess Baggage
Sector Commercial
Contract Full Time
Hours 40p/w
Wages 25k
Employer Job Reference
Closing Date 07 Jan 2020

Job Description

About Us:

Excess Baggage was founded in 1983, with the aim of providing comprehensive baggage storage & shipping services in the UK and abroad. Today, Excess Baggage is one of the UK's leading Baggage Service providers with over 50 outlets in airports and rail stations in GB, Europe, and operating to over 300 countries and territories and over 25,000 cities.

Job Description:

Duty Manager/Supervisor

The purpose of the role is to ensure successful management of our Left Luggage and Bag Wrap operations within Stansted airport.

Duties include, but not limited to the following;

  • Customer Sales & Service Ensure sales are maximised through add-on selling
  • Ensure exceptional customer service is delivered
  • Review mystery shopper reports & implement appropriate follow up action with line manager
  • Ensure team are knowledgeable and confident about all our services
  • Ensure team are processing transactions in an efficient and professional manner
  • Ensure team can handle customer queries and complaints
  • Monitor the store email address, responding to enquiries swiftly and appropriately
  • Ensure the safe and proper handling of customer’s possessions
  • Train and coach staff through 1-2-1 feedback


  • Ensure staff are aware of all internal and external security procedures and regulations
  • Ensure that any security issues are acted upon where necessary and reported to your line manager and/or appropriate authorities
  • Ensure all staff are vigilant when dealing with product and monies
  • Ensure the banking is done at the end of each shift and that discrepancies are investigated
  • Ensure that staff are compliant with Airport personnel security standards


  • Maintain and ensure high standards of cleanliness within the store and back area facilities
  • Ensure that cleaning is carried out daily and the daily operational standards checklist is actioned checked and completed ever day
  • Ensure all equipment is maintained to required standards and report any issues to your Line Manager
  • Appearance
  • Ensure staff maintain a well-groomed, neat and tidy appearance at all times, in line with the Company uniform and dress code
  • Ensure that all necessary security passes and name badges are worn at all times


  • Monitor time and attendance of all staff and take the appropriate follow up action
  • Ensure the team are aware of absent and sickness reporting procedures


  • Operate daily banking procedures ensuring relevant administration is up to date
  • Give feedback on store performance, service and product issues and any missed opportunities that may increase sales performance
  • To authorise staffing schedules and holiday requests ensuring levels accurately reflect trading patterns

Health and Safety

  • Be knowledgeable of the Health and Safety manual and all regulations highlighting to your Line Manager any issues that you require further training on
  • To assist your line manager with risk assessments on a regular basis
  • Ensure all staff are trained and aware of Health and Safety policies and procedures
  • Be knowledgeable and ensure all staff are aware of fire evacuation procedures
  • Ensure that any accidents or potential dangers to staff or customers are acted upon and reported to Management
  • Ensure any Health and Safety audit reports are acted upon and actioned
  • Ensure welfare of all members of staff in relation to working conditions and working time regulations Skills & Experience: 5 years’ recent supervisory experience in a customer-facing retail or service environment

Excellent communication skills, Computer literate, Tenacious attitude and desire to always do better

Our Values:

Focus on Our Customers: We have a passion for service and are committed to knowing our customers’ business, anticipating their needs, and exceeding expectations

Celebrate Teamwork: We encourage the diversity of thoughts, experiences, and backgrounds and celebrate participation and partnership in all our endeavours

Promote Honesty, Integrity, and Trust: We honour our commitments and conduct business in a manner that promotes fairness, respect, honesty, and trust

Recruitment Privacy Notice: If your application is unsuccessful, the organisation will delete your personal data after we have filled the role. The organisation will ask for your consent to keep your data for any future purpose and you are free to withdraw your consent at any time. Who has access to data? Your information will be shared internally for the recruitment exercise. This includes members of the HR team, interviewers involved in the recruitment process, managers in the business area with a vacancy. The organisation will not share your data with third parties unless your application for employment is successful and it makes you an offer of employment. The organisation will then share your data with former employers to obtain references for you. The organisation will not transfer your data outside the European Economic Area.

To apply for this role please send a CV and cover letter to the contact email.