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Client Relations Supervisor

3 months ago

London, Greater London, United Kingdom Airportr Technologies Full time £45,000

Position Title: Client Relations Supervisor

Location: Remote - candidates must be located in the UK with the capacity to travel for regular meetings.

Department: Operations

Reports to: Head of Operations

Employment Type: Full-time, including occasional evening and weekend shifts

Compensation: Up to £45,000 based on experience

About AirPortr Technologies

AirPortr Technologies is revolutionizing the air travel experience by enhancing efficiency, convenience, and sustainability. Our innovative platform connects airlines, airports, ground handlers, and travelers, providing cutting-edge baggage solutions that streamline the journey from doorstep to destination.

We collaborate with industry leaders to transform the passenger experience and deliver state-of-the-art baggage solutions for off-airport check-in and processing. Our offerings improve user experience and operational efficiency while addressing the infrastructural needs of modern airports.

As we expand into new markets across Europe and beyond, our growth is driven by a strong consumer demand for services that simplify travel. Our comprehensive platform manages everything from product merchandising with airlines to coordinating service delivery with major partners, such as global handler Swissport. We simplify complex processes into a seamless customer experience through a fully digitized end-to-end service.

Key Responsibilities:

We are seeking a dedicated and enthusiastic Client Relations Supervisor to join our dynamic team. Reporting to the Head of Operations, you will ensure that our clients receive exceptional service at every interaction. You will lead a small team of Senior Support Advisors and play a pivotal role in balancing departmental growth with automation and personal engagement.

Your responsibilities will include:

  • Leading, managing, and inspiring the customer support team to provide outstanding service.
  • Creating a positive and motivating work atmosphere to keep team members engaged and productive.
  • Conducting regular one-on-one meetings and feedback sessions to achieve high customer satisfaction and net promoter scores.
  • Identifying training needs and facilitating professional development opportunities for team members.
  • Ensuring that clients receive the highest level of service from the support team.
  • Managing incidents to guarantee timely responses and consistent updates for clients.
  • Collaborating closely with operations teams and third-party partners to uphold AirPortr's high standards and meet agreed-upon performance indicators.
  • Leading by example and assisting with customer inquiries as needed.
  • Developing and refining existing policies and processes while creating new ones to support growth.
  • Working with cross-functional teams to identify and address challenges within the department.
  • Analyzing customer service data and metrics to pinpoint areas for improvement and implement effective solutions.
  • Partnering with our Customer Success Engineer to design and implement AI-driven customer service strategies that enhance efficiency and satisfaction.
  • Utilizing AI and automation to personalize client interactions and resolve issues more effectively.
  • Overseeing the integration of automation tools into the customer service workflow.
  • Managing the financial implications of refunds, vouchers, and compensation to ensure accountability and efficiency.

Qualifications:

The ideal candidate will possess the following skills and experiences:

  • Proven experience in leading and managing a growing customer support team.
  • Exceptional interpersonal skills with the ability to quickly build relationships.
  • A strong commitment to customer-centric service and the ability to motivate the team to adopt the same philosophy.
  • Expertise in implementing and expanding AI applications within customer service.
  • Experience with Zendesk or similar customer management systems.
  • Proficiency in handling challenging situations and effectively managing dissatisfied clients.
  • Experience in analyzing performance data to identify opportunities for improvement.
  • Ability to leverage insights from performance data and customer feedback to drive decisions and enhance AI and automation processes.
  • Strong reporting capabilities.
  • Business acumen with experience managing departmental budgets.
  • Ability to translate feedback into actionable solutions.
  • Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
  • Self-motivated and proactive in identifying opportunities for improvement.
  • Willingness to be flexible with scheduling, including occasional evening and weekend work.
  • Proficiency in German is highly desirable.

What We Offer:

Your salary will be negotiable based on your experience, and you will enjoy flexible benefits, including:

  • Remote and flexible working arrangements.
  • 25 days of annual leave plus bank holidays and an additional day for your birthday.
  • Enhanced maternity and paternity leave.
  • Regular team social events throughout the year.
  • Home office support.
  • Professional development budget.
  • Pension scheme.
  • Life insurance.
  • Flexible health and financial benefits.
  • Discounts on AirPortr services.

Joining AirPortr Technologies means becoming part of a rapidly growing company with opportunities for career advancement.

As part of the onboarding process, a basic DBS check will be conducted.