Customer Service Team Leader - Manchester, United Kingdom - Menzies Aviation

Menzies Aviation
Menzies Aviation
Verified Company
Manchester, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

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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.


Assist the Duty Management Team in planning and managing the operation through clerical, manual, mechanical and computerised methods, ensuring customer service standards are achieved, within agreed cost limitations and in accordance with company policies and procedures.


  • You must have the drive to Coach and Mentor staff to ensure processes and procedures are being followed as per airline Service Level agreements and company policies to represent the Company in a professional manner at all times.
  • Ensure maximum utilisation of agreed staff resources as directed by management.
  • Must complete E1 interactions forms for issues of conduct, lateness, good performance and any other issue which merits. Documenting on staff trackers and informing duty manager & FOH manager.
  • Safeguard the health, safety and welfare of staff, customers and other visitors as required in full compliance with the companies' health and safety.
  • Ensure the integrity of the daily flying programme is maintained through effective and safe monitoring of the operation.
  • Gather and process all data and documentation necessary for the fulfilment of the success of the operation by manual, automated or computerised systems including report writing.
  • Completion of airline reports including end of shift report, delay reports and sales reports including tebs on a daily basis in a timely manner for all airlines.
  • Ensure all staff are fully updated and informed of all operational issues, company updates and station operational notices. Deliver daily team briefings.
  • SMART compliance inspections to be completed daily to ensure staff are following procedures and ensure Service Level agreement targets are achieved.
  • To actively provide support to the FOH manager, Duty managers to ensure remain compliant with all regulations.
  • Ticketing functions for required airlines when required and all leads must be able to complete Customer Service Agent duties.

Safety, Security and Compliance
All employees have a responsibility and duty whilst at work to:

  • Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
  • Cooperate with their manager / supervisor in order to allow them to perform or comply with any legal requirements imposed on the company.
  • Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety or welfare reasons.
  • Inform their manager / supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
  • Report any hazards, near misses, incidents, accidents or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in this manual.
  • Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.
  • Fully understand the company health and safety policy.
  • Attend training courses as may be arranged by the Company.
Engage with MORSE and follow our code principles


Qualifications and Experience

  • Good verbal communication.
  • A full 5 year work/unemployment/education history.
  • Valid Passport
  • Proof of National Insurance
  • Proof of address
  • Full and valid UK Driving Licence
  • Criminal Record Check and Airside Security Clearance

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.

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