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 over 290 locations in 65 countries, across 6 continents.
But at the heart of our business is our people.
Role Purpose
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.
What You Will Be Doing
- 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.
- 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
Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information
Safety, Security, WellBeing and Compliance:
You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.
Please see the attached job description for further details on safety, security, wellbeing & compliance.
What We Are Looking For
- Well organised with good attention to detail, proactive and able to work as part of a dynamic team.
- Must have previous experience of ground handling practices including a knowledge of Customer Service - Front of House Operations
- A champion of customer service
- Able to recognise and deal with challenges promptly and efficiently.
- Ability to work within a pressured environment being flexible to adapt to changing demands / circumstances.
- Previous supervisory experience is desirable but not essential.
Diversity
MenziesAviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.
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.
As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.
Application Instructions
Is this role ticking all the boxes for you? If so, please click apply now!
