Customer Service Manager

Department: Operations

Employment Type: Permanent - Full Time

Location: London Heathrow

Reporting To: General Manager

Description

We are looking for a passionate and talented Customer Service Manager to join our team at London Heathrow.  

The Customer Service Manager manages the customer relationship between WFS, the airline and airline customers including continuous development of the relationship and ensuring service level agreements are met.

This is an exciting opportunity to be part of a global leader in the airline cargo industry.  We offer a competitive salary along with opportunities to progress your career.

Your main responsibilities on a day to day basis will be:-

• Driving customer onboarding.
• Leading implementation and embedment.
• Supporting continuous improvement of the Riyad Air cargo operation handled by WFS.
• Engaging with customers through weekly service meetings. 
• Delivering airline Key Performance Indicators and Service Level Agreements. 
• Acting as a link between operations and customer. 
• Developing and introducing new business. 
• Monitoring and managing customer Key Performance Indicators. 
• Producing reports for senior managers. 
• Daily monitoring of all staff, KPIs, systems, data, and processes to ensure operational objectives are consistently met.
• Supporting the operational planning and rostering to mitigate potential impacts (review of skill sets & staffing levels and execution of customer requests, and special projects).
• Maintaining consistent physical presence on the shop floor, contributing to shift briefings, site audits, staff engagement and motivation.

To be successful in this role you will need:-

• Customer Service Experience within a service delivery environment.
• Confidence to explore and develop new business opportunities.
• Good communication skills with the ability to build strong relationships with key stakeholders.
• Planning and organisational skills including handling multiple tasks and prioritising them.
• Airport experience is desirable.

Please note that successful candidates will be subject to a background check including a criminal record check, 5 year employment history and a drug & alcohol test. 

Our Values:-

Safety

• Always look out for our own and each other's safety
• Proactively identify safety risks, hazards and unsafe behaviours promptly and courageously
• Comply with all relevant safety regulations and standards at all times
• Learn from mistakes and share that learning

Customer Focus

• Delight customers by actively anticipating their needs, concerns and preferences
• Offer alternative "yes" solutions to "no" situations
• Deliver service excellence and always aim to exceed customer expectations

Respect

• Appreciate everyone's background, cultural values and opinions at all times
• Actively listen and understand other's intent and point of view, especially during disagreements
• Build trusting relationships, demonstrate empathy and care for others

Excellence

• Always do the right thing.  Do it right the first time
• Demonstrate extreme ownership: See it, Own it, Solve it
• Adopt a growth mindset: keep learning, stay agile, be resilient
• Set high expectations, embrace innovation and practice continuous improvement

Teamwork

• Prioritise SATS Group's interests over one's own and department needs
• Proactively share resources, ideas and information constructively
• Build on each other's strengths and ideas to achieve win-win outcomes