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Customer Experience Lead

2 months ago

Horley, Surrey, United Kingdom Optime Group Full time
About the Role

Optime Group is seeking a highly skilled Customer Service Manager to join our team at an industry-leading Aviation Cargo site outside Gatwick Airport. As a key member of our operations team, you will be responsible for ensuring the relationship between Airlines, Airports, and our company is maintained, while also playing a crucial role in our planned expansion.

Key Responsibilities
  • Manage warehouse operations and staff, including allocation of tasks, prioritization, and ensuring operational processes align with company policies.
  • Promote and maintain a positive Health and Safety culture within the warehouse, adhering to CAA guidelines.
  • Plan and manage warehouse and office shifts, ensuring accurate and timely completion of daily/weekly/monthly reports to the Operations Manager.
  • Provide exceptional customer service to Airlines, Airline Customer Representatives, and Officials, serving as the liaison between them and our company.
  • Manage all aspects of new vendor setup, including contract agreements and SLAs, working within agreed-upon SLAs with Airlines.
  • Lead audits and quality assurance initiatives, ensuring staff performance meets high standards.
  • Attend regular meetings with business partners, fostering strong relationships and driving business growth.
Requirements
  • Excellent planning and organizational skills, with the ability to effectively liaise with staff, customers, and suppliers at all levels.
  • High degree of self-motivation and professionalism, with a respectful and considerate approach to dealing with people.
  • Ability to accept responsibility and make confident decisions, with flexibility to adapt to changing operations schedules or requirements.
  • Excellent communication skills, with a proven track record of managing staff and maximizing productivity.
About Optime Group

Optime Group is a leading Aviation Recruitment expert, dedicated to delivering exceptional results in the aviation industry. We are committed to providing our clients with the highest level of service, while fostering a positive and inclusive work environment for our employees.