Customer Service Supervisor - Manchester, United Kingdom - Menzies Aviation

Menzies Aviation

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview
People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 200 locations in over 37 countries, across six continents.

But at the heart of our business is our people.

If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey.

Reporting to the Customer Services Duty Manager & Head of Customer Services.

This role will require the individual to carry out any duties documented in our Customer Service Agent / Customer Service Team Leader job descriptions.

You will be the first point of contact to the station for all customers and airport.

You will be responsible for co-ordinating and allocating staff and resources to fulfil our service standards for our Customer Airlines.

Monitor the day-to-day operations via SMART audits.

You will ensure that our Customer Service Team are delivering a safe & on time operation consistently in line with service level standards from our customer airlines.

To influence and facilitate the consistent delivery of a "World Class" product to our Airline Customers.

Ensure all customers are processed using an automated DCS or manual system ensuring full compliance with regulatory, company & airline requirements
Always Promote & deliver a professional image, delivering the highest possible level of customer service.
Maintaining a good understanding of all operating systems in the Front of House department such as but not limited to TEBS / RSMS / Workbridge / MARS / Kronos
To remain current with the customer airline expectations, changes to processes & procedures as stipulated in the customer airline GOM. Ensuring all airline operational requirements are adhered to, such as OTP targets, ancillary revenue targets.
To be proactive in all areas by forward planning and taking responsibility for the job in hand.
Responsible for supervising the Font of House Team, ensuring all policies and procedures are always adhered to, this includes monitoring uniform standards.
Provide detailed information for any service failure, liaise with all departments to gather delay cause, correct delay coding and sending final report to the Departmental Managers.
To ensure the safe and correct control of all resources for the Front of House team, including but not limited to sign sheets for radios, PDQ's & phones.
Disruption & irregularity management, organising & rebooking for customers onto alternate travel, organising HOTAC, completing disruption reports for airlines & local management.
Completion of airline reports operational / disruption reports
Revenue reconciliation for our Customer Airlines within the internal TEBS systems
Manage & develop a consistent & affective approach for staff cross utilization.
Create & deliver team briefings, ensuring the team are up to date all operational issues, company updates & airline operational notices.
To comply with all Airlines Ground Handling Regulations.
To actively give support, guidance, and encouragement to your work colleagues.
Fully comply with the Health & Safety at Work Act 1974 when carrying out your duties, ensuring safety is never compromised.
To follow all processes involved in AAA Regulations.
Full compliance and implementation at all times of the following:
Airline Handling Manuals
Airports Disruption Management Policy
Customer Service Promise
Communications Promise
Safeguard the health, safety and welfare of staff, customers and other visitors as required in full compliance with the Company's Health & Safety Policy.
To process in a professional and confident way any questions, queries, or grievances
Attend airline & airport meetings as representation of Menzies Aviation
Any other reasonable duties as requested by the Customer Service Duty Manager or other members of the Management team.

Safety, Security and Compliance
Carry out all activities of the role and processing activities (as above) as directed by the Company through its policies, procedures, and training to ensure the success of the operation including the following:

Full compliance:
Health & Safety
Training
Equal Opportunities
Harassment
Data Protection
Security
Remain up to date with all station notices relating to policies and procedures.
Remain up to date with all relevant operational, systems and Customer Service training.
Maintain a safe and secure working environment at all times.
Comply with the Company's open, fair and honest reporting culture.
Adhere to & enforce the company uniform standards that are in place.
Adhere to & manage the company absence management procedures that are in place, issuing late forms, first line of absence management.

Qualifications and Experience