Services Manager - Customer Engagement London, England
Job description
As Services Manager – Customer Engagement, you are key in identifying our customer requirements and needs to develop cohesive plans to improve the service we provide at Heathrow. Therefore, you will have strong communication, customer service, and organisational skills, whilst you will be comfortable working with teams across the business, building a strong relationship with stakeholders from Exec to Frontline.
Your main responsibility will be to understand the current service level and develop and implement ways to improve. You will represent the voice of the customer and set the tone for a customer-focused, thoughtful environment.
- Overseeing the Customer Engagement Team and ensuring we are delivering world-class customer service
- Develop our Operations Customer Engagement Plan and ensure this is effectively communicated across Operations and other business functions
- Improving our customer experience and creating engaging customers through reviewing service offerings, standards, and recommendations for continuous improvements
- Attend regular meetings with outsourced Customer Centre, whilst working alongside Commercial (Marketing & Digital)
- Analyse data supplied by our outsourced Customer Centre to support continual improvement and manage performance
- Own customer complaints ensuring an efficient and long-term resolution
- Partner with our Commercial Team to deliver Service for Operations via APOC, Contact Centre, and online channels
- Track service delivery by comparing weekly and periodic results and work with the wider Services Team and Commercial Team to investigate the root cause for any service decrease and to drive improvements
- Regularly follow up on direct reports and manage performance
- Experience as a proven leader in improving the performance of service organisation and service management
- Exceptional customer focus/ engagement and stakeholder management skills at all levels
- A professional and can-do attitude with experience from senior level within a multi-faceted organisation
- Problem-solving, logical minded, and the ability to troubleshoot technical problems
- Commitment, ownership, working in a fast-paced environment whilst focusing on quality
Ideally, you will also have:
- A knowledge of Heathrow’s operation
Heathrow brings the world closer together. Our airport facilitates the global travel and trade that keeps the economy moving. It’s a place like no other – a city within a city – where colleagues connect around a common goal, giving our passengers the best airport service in the world.
There is a world of opportunity at Heathrow. You’ll reach your full potential within our inclusive and supportive culture, whilst helping us to deliver our ambitious plans. Not only are we growing to welcome millions more passengers each year, we’re also transforming our industry. Sustainability is at the heart of Heathrow and we’re leading global efforts on decarbonisation, so that aviation continues to be a force for good in our world.
Taking the journey with us means living our values. Doing the right thing. Keeping everyone safe. Working together. Treating everyone with respect. Giving excellent service. Improving every day. Our ever-changing airport runs on teamwork and creativity. A career at Heathrow is welcoming, diverse, challenging, exciting, and rewarding.
Join Heathrow and grow your career in an airport that matters to millions.
Our rewards
We offer competitive salaries and excellent benefits, along with performance-based annual bonuses, our longer-term Share in Success Bonus plans, generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And we’ll provide learning and development opportunities to help you reach your full potential.
Working Location
Our agile approach offers the opportunity to combine home working with meetings, events and training at the airport. All roles involve some on-site working each week, so you’ll need to be based in the UK and within a commutable distance to Heathrow.
Sustainable Travel to work
Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.
Equal Opportunities
As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With four diversity networks, we champion inclusivity and celebrate individuality.
