Customer Experience Supervisor

24 hours ago

Leeds, United Kingdom Leeds Bradford Airport Full time

To support the Customer Experience Team, we are looking to recruit a Customer Experience Supervisor to join Leeds Bradford Airport, to assist in providing leadership and support to the team as a whole and ensure a consistent high level of customer service is provided at all times.

**Main Responsibilities**
- To oversee and deliver the operational activities of
- PRM service
- Ambulift Driving and Operation
- All Car Park Duties
- Landside Bussing
- Airside Bussing
- Managing customer flow
- Supporting all areas of the business where required
- To project a positive and professional image of the operation to staff, customers and business partners alike.
- To supervise a team and lead on staff discipline conforming with LBA policies and procedures,
- To ensure the staffing levels do not exceed the budgeted figures.
- Creating rota’s, highlighting rota shortfalls and seeking support
- Managing administration, schedule break times for team members and manage staff holiday booking requests
- To ensure and audit all equipment & vehicles are maintained in proper working order.
- To monitor the deployment of staff to ensure best possible utilisation of labour against daily demand for assistance, in line with forecast.
- To identify the training requirements of staff to ensure they are able to take full responsibility for their areas of work, and are fully conversant with the Safe Systems of Work. To ensure training records are accurately kept, either by you, a Trainer or designated persons.
- Performance measure and ensure all staff receives relevant training and development.
- Ensure the appearance of the whole team is maintained to a high standard following uniform wearing instructions, also ensure PPE is worn and meets standard.
- Oversee the boarding of PRM customers at peak times, ensuring SLA is met and customer service levels are high.
- To support with the sickness and absence management processes for all staff
- To maintain and monitor the Parking and PRM computer systems, checking for accuracy and updating any data that is missing or incorrect
- To undertake additional training such as first aid, IOSH, HR training, people management, other airport duties
- To ensure that you drive morale and keep a clear communication line to staff, managers, other business partners and customers

**Person Specification**
- Fluent English language capability, both written and spoken is essential.
- Excellent interpersonal and customer service awareness and skills are essential.
- Attention to detail and the ability to remain focused in a busy environment.
- Smart appearance and good punctuality.
- Excellent communication with Customers, Airlines, Handling Agents and business partners
- Physically fit due to physical aspects of job and prepared to be active for long periods of time.
- Full UK Driving License, held for over 3 years
- Minimal Penalty points (3 or less)
- Good computer Skills
- Able to pass a medical examination
- Proven history of successfully managing a team

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