Services Recovery Programme Support

4 weeks ago


London, United Kingdom Heathrow Full time

As our Service Recovery Programme Support, you will be responsible for supporting our Service Recovery and Passenger Welfare propositions. Working in our Customer Engagement team, your main focus will be to effectively engage with our operational managers within the Services & Security functions. You will actively promote the benefits of Service Recovery and ensure welfare availability in order to enable world-class customer service.

**Your role will involve**:

- Supporting the relaunch of Heathrow’s Service Recovery programme through effective engagement and face to face briefings with operational managers.
- Analysing and reporting the Service Recovery data & feedback to help drive continuous improvement plans and enable future enhancements to the programme.
- Supporting Heathrow’s Passenger Welfare proposition, ensuring all elements of the proposition suit business as usual activities with the ability to significantly upscale during disruption & crisis events.
- Supporting the Service Recovery & Passenger Welfare programme timelines, sharing updates with leadership teams and the rest of the business through collaboration with the Internal Comms Team.
- Collaborating with the Research & Insight team to align trends in QSM/ASQ etc. with those emerging from Customer Engagement data.
- Supporting the wider Customer Engagement team during times of Here to Help activation and Heathrow Volunteer deployment.

**These skills are essential**:

- Experience engaging and communicating professionally both verbal and written.
- Exceptional customer focus / engagement / stakeholder management skills with an attitude to go above and beyond to make a difference.
- Ability to work under pressure and within a fast-paced environment whilst delivering excellence in service.
- Excellent PC skills including an understanding of data and numbers.

**Ideally, you will also have**:

- Experience or knowledge of using Salesforce.


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