Customer Services Duty Manager

• Customer Services Duty Manager
• Based at East Midlands Airport
• Permanent position
• Full Time 42 hours per week, covering days and nights
• Salary £30,115.45

About us

Here at East Midlands Airport, we are proud of what we do, connecting people across the world and creating wonderful memories for our customers as the world opens, we’re refuelling for growth and if you’re made of the same stuff as us, we’d love to hear from you.

We are a 24-hour airport, operating 365 days of the year. We are people who care passionately about safety and offering our customers an amazing experience every time they travel through our airport. Working for us is fast paced but you will be surrounded by an incredible team that will bring out the best in you, so if you’re ready, make the journey…

About the role

At the heart of our airport is a Customer Services team who deliver the best possible experience for each and every one of our guests. As the Duty Manager, you will oversee on the day management of the passenger terminal, associated buildings and facilities to ensure the highest level of service for passengers. You will be responsible for around 14 direct reports and an operational team of up to 50, ensuring all facilities and systems are operating effectively.

The main duties include:

• To be responsible for the efficient management of the terminal via dynamic anticipation and reaction to both in the moment challenges and known operational trends.
• To assist in ensuring that the Customer Services Ambassador and Assisted Travel operations are monitored and developed to maximise service delivery
• To be responsible for driving excellent customer service from the CSAs throughout key touch points in the customer journey via strong, effective leadership.
• To be aware of the overarching business goals and challenges impacting on the day to day operation.
• First point of contact for stakeholders on day-to-day operation building effective working relationships with all internal stakeholders and external service providers within Terminals, including airlines, handling agents and control authorities to assist them in delivering outstanding customer service.
• Identify and make recommendations for the infrastructural, procedural, organisational and operational changes that improve ways of working, terminal operations, customer service and/or cost effectiveness.
• To use a range of agreed KPIs to ensure that the services provided to customers meet or exceed the specified service standards whilst complying with all legislative requirements.
• To effectively manage change, ensuring that any new systems and procedures introduced by the company are supported and adhered to.
• To be responsible for personal and team compliance with Health and Safety, Security and Environment/Sustainable Development Policies, ensuring working practices minimise risk to self, work colleagues, customers, staff and the environment.
• To attend, or to arrange attendance to any accidents occurring within the Terminals and to ensure accurate reports, investigations and appropriate recommendations for future prevention are made.
• To assist in developing and coordinating contingency and emergency plans for Terminal activities, and provide input into the Terminal Operations Manual.
• To lead on terminal evacuations and re-entry process for staff and passengers liaising with relevant departments.
• About you
• We are looking for someone who has:
• Previous experience of managing people within a Customer Service/Operations face to face function.
• Excellent verbal and written communication skills and ability to articulate instructions in a clear, concise manner.
• Strong mediation and influencing skills
• Ability to work effectively whilst under pressure
• Ability to manage disruption
• A passion for service quality for our customers.
• Strong PC Skills (including excel and word) and ability to quickly learn new programs
• Demonstrable experience of a proactive, self-motivated approach to operational and business challenges

Benefits

As a MAG employee you will have access to some great benefits including:
✈Free on-site parking whilst on duty
✈Access to “Benefits me – My MAG rewards” portal with discounts and savings
✈24hour Employee Assistance Programme
✈MAG Pension scheme which doubles your contribution
✈Discounts on public transport to work
✈Discounts on MAG products such as Escape Lounges and holiday parking at our Airports
✈Fantastic career development

How to apply

To apply for this vacancy please submit an up to date CV and cover letter. This vacancy will close for applications once sufficient applications have been recieved.

For current MAG employees applying for this role, applications will only be accepted through Colleague Self Service (CSS) Please follow this link: Careers/sf

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such welcome applications from candidates from all diverse backgrounds.

MAG is a Disability confident employer and therefore are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.

You can contact the team by emailing [email protected]