Customer Operations Lead

3 weeks ago

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

Right Now Recruitment is seeking a Customer Operations Lead to join their team at Heathrow. This role will involve leading a team of Cargo Agents and providing a high-quality service by planning the accurate and complete movement of cargo and mail with agreed SLAs and current agreements with carriers.

Key Responsibilities:

  • Manage and direct a team of Cargo Agents, ensuring sufficient staffing levels for operational needs and costs.
  • Manage overtime and sickness absence, keeping them to a minimum.
  • Liaise with appointed airline customers and their client base, meeting quality requirements and producing quality measures.
  • Liaise with the warehouse and external contractors to provide a speedy and efficient service to airlines.
  • Ensure deadlines are met for export/import flights, including vehicle offloads.
  • Train staff for local operational requirements.
  • Manage company and airline procedures and requirements.

Requirements:

  • Actively seek opportunities to improve service delivery and suggest improvements to the management team.
  • Ensure customers and management are kept updated of any special requests, anomalies, and/or irregularities through effective communications.
  • Manage all aspects of health and safety and security.
  • Develop staff through coaching, training, and appraisals.
  • Organise and manage office shift staffing levels, resources, and equipment, in line with operational needs and cost targets.
  • Complete stats, report on operational failures, on-hand list, etc.
  • Liaise/deal with staff on rostering issues.
  • Deal with staff disciplinary procedures.
  • Manage the day-to-day operation, liaising with Airlines, Agents, and Customers.
  • Attend and hold monthly Airline customer review meetings.
  • Manage Security/Quality/Company/Airline procedures and requirements.
  • Good working knowledge of cargo operations.
  • Excellent interpersonal and organisational skills.
  • Good working knowledge of Operational Procedures.
  • The ability to work on own initiative, often under pressure.
  • Good understanding of the 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.

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