Customer Operations Supervisor - Edinburgh, United Kingdom - Menzies Aviation

Menzies Aviation

Verified Company

Edinburgh, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview

You will be responsible for ensuring that ground handling is delivered safely, on time and consistently, in line with service level agreements.

Managing team members using effective feedback and communication of company goals while assessing work performance and identifying areas for improvement and training opportunities.

Using industry and company knowledge to offer a high standard customer-focused experience for both customer airlines and passengers.

Main duties and accountabilities

Safeguard the health, safety and welfare of staff, customers, and other visitors in compliance with the

Company's Health & Safety Policy.

Supervise team members in duties and performance, providing feedback where necessary and managing team

strengths and weaknesses. Ensure all tasks are allocated tactically and efficiently to meet SLA.

Motivate, guide, coach and mentor team members to exceed goals and create a positive environment during

shifts.

Assist in training new team members in company standards, customer service, and job duties when required.
Supervise team members on duty and ensure all tasks are allocated efficiently to meet customer SLAs.
Oversee work quality and verify achievement of company and regulation standards.
Strictly adhere to deadlines by communicating expectations to team members, setting goals, motivating team

members and following people management processes where necessary.

Develop and maintain strong relationships with representatives of Airline customers.
Creates an atmosphere centred on delivering superior customer service.
Maintain strong working knowledge of company products and services and offer technical support and

information to team members.

Perform workplace inspections (S.M.A.R.T) and oversee sales goals, employee development, records and

statistics.

Manage sales, financial controls (TEBS) and stock.
Lead by example, strictly following correct airline and company procedures.
Ensure that housekeeping is maintained in all areas, including staff rest room, sales desk, checkin desks, gates

and stock room.

Perform the function DCS when required.
Allocate duties as necessary to ensure that optimum ontime performance and customer service is achieved.
Any other reasonable ad hoc duty requested by Customer Operations or Station management team.

Qualifications & Experience**- Must be pro-active and forward thinking, with meticulous attention to detail and accuracy.

Must be flexible to adapt to changing demands/circumstances.
Must have suitable experience working within a Passenger Services Department
Possess excellent people and communication skills
Have strong leadership and motivation skills
A working knowledge of Airlines and Airport Authority Regulations
Be flexible in their approach to work and their working hours

Diversity

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role.

Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.