Customer Service Team Supervisor

Leeds Bradford® Airport is one of the fastest growing regional airports in the UK, welcoming over 4 million passengers through our doors every year.

We are committed to employing high quality people who are ambitious to succeed and support our exciting plans for the future, whilst delivering an outstanding service for our customers.

To support the future growth of the Airport, LBA is recruiting for the Customer Experience Supervisor role to deliver an excellent one stop customer experience from start to finish whilst maintaining exceptionally high standards.

**Role Purpose**:
The Customer Experience Team are a hardworking, fast paced, dynamic group, responsible for creating an excellent first impression of all customer journeys and leave all our customers with 100% satisfaction.

The role will specialise in transporting and moving people from all on site car parks, welcoming customers to the airport terminal, deliver the car parking service including Meet and Greet. Deliver the Passenger with Reduced Mobility (PRM) service, support all areas of the business.

**Key Responsibilities**
- To oversee and deliver the operational activities of:

- PRM service
- Ambulift Driving and Operation
- All Car Park Duties
- Landside Bussing
- Airside Bussing
- Control Room Operation
- 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
- To ensure the staffing levels do not exceed the budgeted figures
- 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 fully and 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
- Respond and reply to all airline, airport and customer communication within a timely manner.
- 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
- Applicants should be flexible and available for shift work, across a 24 hour period, on a roster pattern to meet the needs of the business.

**Person Specification**
- 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
- Punctuality
- Excellent communication with Customers, Airlines, Handling Agents and business partners
- Proven history of successfully managing a team
- Full UK Driving Licence
- ‘One Team’ mentality
- Always prepared to ‘Do The Right Thing’
- Genuine desire to ‘Be The Best’ and offer a top of class customer service