Customer Services Duty Manager

• Customer Service Duty Manager
• East Midlands Airport
• Permanent position
• Shift pattern - 6am to 6pm. 4 days on, 4 days off.

Why MAG?

At MAG weprovide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year fromManchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support theprosperity of the regions in which we operate.

Every year, East Midlands Airport connects over 4 million passengers with more than 80 destinations across Europe and is also the UKs number one provider of pure freight services. Part of the largest UK owned airport operator group, MAG, East Midlands Airport supports over 6,000 jobs and generates around £300m each year for the region

Job description:

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.

• To be responsible for the efficient management of the terminal.
• To assist in ensuring that the Customer Services Ambassador and Assisted Travel operations are monitored and developed
• 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
• Identify and make recommendations for improvement
• To be responsible for personal and team compliance with Health and Safety, Security and Environment/Sustainable Development Policies.

Profile description:

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
• Retail and hospitality experience works well in this role.

We offer:

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive. Youll also have access to some great benefits including:

6% company contribution pension

24 days holiday plus bank holidays

Free parking

Subsidised public transport

Huge range of company discounts

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Location: Diseworth, GB

Posted Date: 10/10/2024