Jobs

    Customer Experience Team Leader - Manchester, United Kingdom - MAG

    MAG
    MAG Manchester, United Kingdom

    3 weeks ago

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    Description

    Summary

  • Customer Experience Team Leader
  • Based at Manchester Airport
  • £36,413.67 per annum
  • Permanent position - Full Time Mon- Fri - 40 Hours

    • Why MAG?

    Every year, Manchester Airport connects over 28 million passengers with more than 200 destinations across the globe. As the fourth largest airport in the UK, Manchester is also in the top 20 airports in Europe. Part of the largest UK owned airport operator group, MAG, Manchester Airport supports over 19,000 jobs onsite and generates around £7.75bn each year for the region.

    At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive. Youll also have access to some great benefits including:

  • 6% company contribution pension
  • Free parking
  • Subsidised public transport
  • Huge range of company discounts

    • The role

  • To ensure that all specified service standards and key performance indicators are maintained or exceeded and that passengers receive excellent end to end customer service as they move through the Terminal in a safe and efficient manner.
  • Provides Line Management support for the CEDMs to manage the Customer Experience Ambassadors (CEAs), enabling the CEDM to deliver improved Operational and Customer Service performance across the end-to-end customer journey.
  • Operational scope of role includes but not limited to check in, departure lounge, immigration, E gates, Arrivals, Mobile, Biometrics, and transfer facilitation.
  • Supporting the delivery of team briefings, coaching, training, performance measuring and general line management duties especially across landside / airside and over large terminal operations.
  • Supports getting our people ready for the wider transformational change whilst also working towards a step change in customer experience.
  • Support with technical Health, Safety & Compliance and People matters.

    • The role is Monday Friday with the hours mostly being between however, flexibility will be required to meet operational needs.

    What will make you successful in the role?

  • Previous experience of working within a Customer Service face to face function.
  • Excellent verbal communication skills and able to articulate instructions in a clear concise manner.
  • Strong influencing skills and the ability to persuade, organise and direct people in a friendly informative manner.
  • Ability to work effectively whilst under pressure.
  • Ability to deal with adversity.
  • A passion for service quality for our customers and a positive attitude.
  • Computer Literate.
  • Strong ability to work both in a team and work alone.
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