Customer Service Manager

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 290 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

To manage and oversee Customer service, under the management of the Airport Operations Manager. Ensure high levels of performance, with special focus on Safety & Security, On Time Performance and Customer Service. Maintain high staff motivation and good customer relations.

What you will be doing

• • Deliver highest quality handling services.
  • Ensure full compliance of easyJet Standard Operating Procedures.
  • Maintain high staff motivation and team spirit.
  • Check Manpower planning.
  • Oversight of Human Resources processes such as hiring and training.
  • Keep good customer relations.
  • Pro-active relationship management with customers and suppliers.
  • Internal and external reporting.
  • Promote an open reporting culture.
  • Ensuring investigations take place into any incident/accident, non-conformity or service delivery failure, with resulting corrective actions being established and then maintained.
  • Provides reports as required to the Station Manager.
  • Develop, contribute to and agree service delivery standards internally and externally. To monitor and report on performance against those standards and to ensure appropriate corrective action is taken to ensure customer requirements are consistently met.
  • Ensuring safety and security procedures are according to standards set within the Menzies Health & Safety Policy Manual, and according to international aviation standards.
  • Accountable for personnel performance (attendance-absence and sickness control-annual assessments) and efficient staff planning and disposition.
  • Safeguard company's property and equipment.
  • Ensure that the appearance of staff meet standards and that uniform regulations are followed.
  • Manage all the missions entrusted that the station manager considered essential to performance of the functions, within the limits of the collective agreement, regulatory requirements and policy management.
  • Responsible for planning & rostering the correct amount of manpower to cover the FOH passenger services, while complying with the budget provided by the Station Manager as well as meeting the Customer SLA requirements and complying with the CLA and national/regional regulations.
  • Responsible for allocation management of the department, including the following:

  -     Planning and resource management within the short term and immediate period

  -     Covering all customer movements within the service level agreements

  -     Communication of employee status to supervisors and duty manager (sick/awol/overtime)

  -     Coordinating employee breaks and ensuring working hours kept within legal limitations

  -     Reactive planning to off schedule activity

  -     Business continuity during operational disruption

  -     Central communication point

  -     Operational monitoring and adaptive planning

  -     Proactive planning

  -     Monitoring skill/resource requirement

  -     Rotation of staff activity

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information.

Safety, Security, WellBeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• FOH Duty/Deputy Manager experience.
• Strong leadership skills and able to manage and motivate all levels of staff to achieve operational and corporate goals with strong commitment to develop the potential of others.
• Strong personality, high level of analytical skills and self-motivation.
• Capability to assign duties and support staff disposition.
• Be able to communicate effectively and prepare reports in English.
• Excellent knowledge of the airport organization.
• Excellent understanding of customers services, customer care and customer needs.
• Above average ability to work under pressure, initiative, fast decision maker, flexible, planning and organizing skills, team spirit, high sense of safety and responsibility.
• Flexible
• Creative: Proactive in new ideas for improvement
• Deep sense of team spirit and fairness
• English mandatory.

Diversity

MenziesAviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!

Need more detail? Feel free to contact bernadette.andrieux@menziesaviation.com for further information.