Customer Service Lead Agent

2 months ago

Glasgow, United Kingdom Menzies Aviation Full time

**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 200 locations in over 37 countries, across six continents. But at the heart of our business is our people. If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey.

Assist the Duty Management Team in planning and managing the operation through clerical, manual, mechanical and computerised methods, ensuring customer service standards are achieved, within agreed cost limitations and in accordance with company policies and procedures.

**Main accountabilities include**
- You must have the drive to Coach and Mentor staff to ensure processes and procedures are being followed as per airline Service Level agreements and company policies to represent the Company in a professional manner at all times.
- Ensure maximum utilisation of agreed staff resources as directed by management.
- Must complete E1 interactions forms for issues of conduct, lateness, good performance and any other issue which merits. Documenting on staff trackers and informing duty manager & FOH manager.
- Safeguard the health, safety and welfare of staff, customers and other visitors as required in full compliance with the companies' health and safety.
- Ensure the integrity of the daily flying programme is maintained through effective and safe monitoring of the operation.
- Gather and process all data and documentation necessary for the fulfilment of the success of the operation by manual, automated or computerised systems including report writing.
- Completion of airline reports including end of shift report, delay reports and sales reports including tebs on a daily basis in a timely manner for all airlines.
- Ensure all staff are fully updated and informed of all operational issues, company updates and station operational notices. Deliver daily team briefings.
- SMART compliance inspections to be completed daily to ensure staff are following procedures and ensure Service Level agreement targets are achieved.
- To actively provide support to the FOH manager, Duty managers to ensure remain compliant with all regulations.
- Ticketing functions for required airlines when required and all leads must be able to complete Customer Service Agent duties.

**Qualifications and experience**
- Good verbal communication.
- A full 5 year work/unemployment/education history.
- Valid Passport
- Proof of National Insurance
- Proof of address
- Full and valid UK Driving Licence
- Criminal Record Check and Airside Security Clearance

***Diversity**

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.

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