Premium Customer Service Duty Manager (Airlines / Airports)

Region England, Southwest

Salary range £30k to £40k

Location Bristol

Premium Customer Service Duty Manager (Airlines / Airports)

Our client is one of the largest global airlines with an operating schedule of up to 20 flights per day to/from the UK. The parent company is based in Dallas/Fort Worth, USA, with a regional headquarters in West London.

Position: Premium Customer Services Duty ManagerLocation: Hounslow, West LondonSalary: Up to £35k Benefits: Pension, Life Assurance, Private Medical Insurance, Permanent Health Insurance, 25 days annual leave with option to purchase more and excellent flight privileges 

About the job:This role reports to the Heathrow Premium Customer Services Manager and is responsible for managing the local Admirals Club, Arrivals Lounge/Flagship Lounge and Concierge Key departments. This role supports and develops a team of 5 Team Leads and 30 Premium Service representatives to assist them in delivering a safe and first class lounge and airport experience to the airline’s customers and Admirals Club members. This role also provides support to the Premium Customer Services Manager including financial, strategic and operational decision making.

RESPONSIBILITIES:a) Provide support to Team Leads on all matters of people management and liaising with HR on employee issues causing concern.b) Evaluation of staff performance and conduct attendance, investigatory, disciplinary and grievance meetings.c) Monitor service levels of contractors to ensure service levels are maintained and take corrective action if failure in deliver.d) Lead and supervise a team of lead agents and Premium Services staff in their daily activities and responsibilities, ensuring that club members, premium passengers and guests are provided with a consistent and high quality service.e) Responsible for compliance with Health and Safety policies and procedurese) Achieve Admirals Club sales goals for memberships.f) Ensure 100% compliance for all department training requirements.g) Oversee recruitment, induction and trainingh) Responsible for purchasing supplies and maintaining inventories i) Conduct 6 monthly internal audit and produce recommendations, action points and time scales for correction.j) Assists Department Manager with Business Planning and Budgetingk) Ad-hoc projects as and when required

ESSENTIAL SKILLS/EXPERIENCEa) Strong interpersonal, leadership and people management skills.b) Some airline knowledge is essential.c) Excellent time management skills with the ability to prioritise a demanding workload.d) Ability to use own initiative and work as part of a small team and as an individual contributor.e) Excellent communicator - must be able to communicate effectively in both spoken and written English. f) Confident, assertive and self-motivated g) Good project management skills.h) Good PC skills, including Microsoft Work, Excel and PowerPoint.i) Ability to maintain confidentiality

DESIRABLE SKILLS/EXPERIENCE: a) Previous airline experienceb) A clean DVLA driving licence

To apply please follow the link below:

http://jobs.easywebrecruitment.com/wd/plsql/wd_portal.show_job?p_web_site_id=2224&p_web_page_id=113453

You may have experience in the following roles: Premium Customer Service Duty Manager, Customer Service Duty Manager, Customer Service Manager, Incident Manager, Customer Service Manager, Customer Support Manager, Customer Service Manager, Client Support Manager, Operations Manager, Ops Manager, Customer Services Manager, Customer Relations Manager etc

This vacancy is being advertised by EasyWebRecruitment.com, the UK’s leading Flat Fee Recruitment Agency. The services advertised by EasyWebRecruitment.com are those of an employment agency. Ref: EWR

No terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.