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Customer Service Operations Manager

1 month ago

London, Greater London, United Kingdom Menzies Aviation Full time

Overview

Menzies Aviation is a critical partner in the global aviation industry, delivering time-critical logistics services at over 290 locations in 65 countries. Our teams have been driven by people, passion, and pride since 1833.

Role Purpose

Deliver high performance standards around all aspects of Customer Services and customer processing, meeting the requirements of our airlines and maintaining health and safety to the highest standard. Follow good working practices in accordance with company policies and procedures at all times.

Key Responsibilities

  • Provide exceptional customer service as per the Menzies and Airline specific standards to ensure customer satisfaction at every step of their journey.
  • Manage the Customer Services operation at LHR within set budget levels.
  • Ensure effective shift handovers providing full oversight of the Customer Services operations.
  • Consistently achieve both internal and airline KRA and SLA requirements.
  • Work with airport suppliers & handlers to ensure prescribed levels of service at agreed standards are delivered.
  • Ensure that all staff are fully updated and informed of all operational issues, company updates, and station operational notices.

Safety, Security, WellBeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members.

Requirements

  • Good verbal communication.
  • Substantial operational management/supervisory experience.
  • Experience and knowledge of aviation services, customer service both front and back of house.
  • Excellent leadership and people management skills.
  • Strong communications skills and experience in liaising with senior airline, airport, and other stakeholder personnel.
  • Aptitude to develop the departmental management team, succession planning and re-engineer business processes as demanded by changes in the business.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented.