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Customer Operations Manager

1 month ago

Feltham, Greater London, United Kingdom Right Now Recruitment Full time
Job Description

Right Now Recruitment is seeking a highly skilled Customer Operations Manager to lead a team of Cargo Agents and provide a high-quality service by planning the accurate and complete movement of cargo and mail with agreed SLAs and current agreements with carriers.

This role involves managing and directing a team, ensuring staffing levels meet operational needs and costs. Key responsibilities include managing overtime and sickness absence, effective liaison with airline customers, and ensuring deadlines are met for export/import flights.

Key Skills:

  • Actively seeking opportunities to improve service delivery and suggest improvements to the management team
  • Effective communication with customers and management team
  • Health and safety, and security management
  • Staff development through coaching, training, and appraisals
  • Organisation and management of office shift staffing levels, resources, and equipment
  • Complete stats, report on operational failures, and handle rostering issues
  • Deal with staff disciplinary procedures
  • Manage day-to-day operations, liaising with Airlines, Agents, and Customers
  • Attend and hold monthly Airline customer review meetings
  • Manage Security, Quality, Company, and Airline procedures and requirements
  • Good working knowledge of cargo operations, excellent interpersonal and organisational skills
  • Ability to work on own initiative, often under pressure
  • Good understanding of Cargo systems such as Cargo spot/NCTS

Working Hours: Monday - Friday, 08:00 - 16:00 or 09:00 - 17:00

Salary: £40,000 - £42,000

Suitable candidates will be contacted within 24 hours of application by a dedicated consultant.