Regional Service Quality Manager

1 month ago

Hounslow, Greater London, United Kingdom CV-Library Full time
Job Summary

We are seeking a highly skilled Regional Service Quality Manager to join our team at London Heathrow Airport. As a key member of our operations team, you will be responsible for ensuring the highest standards of cleanliness and quality in our cabin services.

The ideal candidate will have experience in aircraft cleaning and supervisory experience, with a strong focus on quality and customer satisfaction.

Key Responsibilities
  1. Ensure delivery of cleaning standards in line with service level agreements.
  2. Conduct final sweeps of aircrafts, establishing and rectifying any shortfalls.
  3. Coach cleaners to enable them to meet and exceed standards.
  4. Supervise and coordinate the activities of cabin team members to ensure compliance with company policies and industry regulations.
  5. Monitor and maintain the cleanliness and appearance of cabins, restrooms, and other common areas.
  6. Conduct regular inspections to identify maintenance and repair needs, and coordinate with appropriate teams to address any issues.
  7. Manage and resolve customer complaints or concerns in a timely and professional manner.
  8. Develop and implement standard operating procedures to improve efficiency and productivity.
  9. Train and onboard new hires, including providing guidance on company policies and procedures and ensuring compliance with safety regulations.
  10. Schedule and allocate cabin crew resources based on operational requirements.
  11. Assist aircrafts that have not met SLAs to enhance standards avoiding any failures that may be captured on external audits.
  12. Ensure that assets are safeguarded.
  13. Identify, if and where processes are not meeting requirements and propose solutions working with the senior management team.
  14. Ensure procedures, policies, and regulations are correctly followed and complied with.
  15. Effectively work with the SDAs in monitoring and maintaining quality audits inspections.
  16. Effectively comply with and manage H&S audits around aircrafts under HSE guidelines and HAL requirements Risk Assessments.
  17. Timely submission of daily inspection reports.
  18. At all times comply with HSE, DFT and HAL protocol along with Airport operating procedures.
  19. Establish and maintain good relationships and lines of communication with client airlines, other airlines, HAL, etc.
  20. Promote a culture of service excellence and maintain a professional image, both personally and corporately champion legendary service.
People Management
  1. Effectively manage, coach and mentor team leaders to meet service level agreements.
  2. Responsible for ensuring absence management processes are effectively managed for cabin cleaners and team leaders.
  3. Escalate any absence to HR support and/or contract administrator should triggers be met.
  4. Ensure employees, under your control sign on and off, appropriately and correctly in accordance with Company Policy and Procedures.
  5. Ensure that the employees perform their jobs effectively.
  6. Follow good management practices including effective appraisals and assessment to achieve optimum staff performance, timekeeping, development, and retention.
  7. Maintain staff discipline and conformance with Company and regulatory requirements, utilizing the Company disciplinary process where necessary.
  8. Ensure all paperwork is managed and processed in line with GDPR (general data protection regulation).
Health & Safety Responsibilities
  1. Always follow Group and company policies and procedures.
  2. Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
  3. Use all work equipment and personal PPE properly and in accordance with training received.
  4. Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.

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