At a Glance
- Tasks: Lead terminal operations and enhance customer service performance at Heathrow Airport.
- Company: Join a dynamic team at Bradford-Swissport, a leader in global aviation.
- Benefits: Enjoy free parking, private medical insurance, and a supportive work culture.
- Other info: Flexible working hours with opportunities for personal development and innovation.
- Why this job: Make a real impact on airport efficiency and customer satisfaction.
- Qualifications: 3 years management experience in Food/Beverage or Retail operations preferred.
The predicted salary is between 40000 - 50000 £ per year.
Bradford-Swissport Limited combines Bradford Airport Logistics and Swissport Cargo to form a dynamic company whose sole purpose is to help airports run great. We leverage the strength of our parent companies to relentlessly innovate our operations to be the Benchmark Leader for the Global Aviation Industry in efficiency, safety, security, and sustainability.
We are seeking to recruit a Customer Terminal Integration Manager (CTIM) to join our business. Working alongside the team, you will:
- Maximise terminal and customer service performance by providing proactive and highly visible leadership at the terminals.
- Work in collaboration with other departments to achieve customer KPIs and SLAs.
- Be a champion of the company values.
About the role:
As a CTIM you will have multiple areas of focus:
- Business
- Use company bespoke system - AMIS (Airport Material Intelligence System), to work proactively to contribute in delivering all company KPIs including Delivered As Promised, Media Dwell, Returns, Inter Branch Transfers & Customer Service Survey expectation.
- Accountable for ensuring high standards of safety and security are upheld at assigned terminals and ensure corrective actions are put into place if they are not. Encourage proactive reporting of hazards.
- Resolve operational and other issues identified using the Root Cause Failure / Irreversible Corrective Action process.
- Identify opportunities to innovate and to be involved in company projects as directed by the Head of Customer Experience.
- Play an active part in Monthly Management Review and strategic projects as directed by the business.
- Be a strategic partner to the business to promote growth and innovation.
- To be actively involved in company sustainability projects.
- Provide our Customer, Heathrow Airport Ltd with a key point of contact for resolution of issues which may arise.
- People Management
- Ensure high standards of customer satisfaction through regular interaction, catch up meetings and using the Root Cause Failure / Irreversible Corrective Action process to resolve any issues which arise.
- Build inter-dependent, strong working relationships with retail concessionaires and Heathrow Airport Limited operations at the Terminal in order to provide an effective route for solving issues, problem diagnosis, adoption of new solutions and the continuous development of the Terminal's retail performance.
- Training, mentoring and coaching of team including involvement in the Personal Development Plan process.
- Work in conjunction with the Head of Customer Experience and HR team to resolve people management issues.
- Active promotion of company employee recognition initiatives and to actively lead employee engagement.
- Working in conjunction with the Head of Customer Experience to set a Personal Development Plan (PDP) and actively seek opportunities to meet the objectives set out in this plan.
- Other tasks in line with the scope of the position and within reasonable capability.
Working Hours: Monday - Friday 08:00-16:00, plus some 'on call' hours for out of hours issues
Location: Heathrow Consolidation Centre, West Drayton
Ideal Candidate: The jobholder must be a proven team-player with excellent interpersonal skills, experience/aptitude for interaction with high-level management, and has an established broad range of influencing styles in order to gain commitment/agreement and overcome objections. The applicant must also be a confident and logical communicator both orally and in written prose. Other characteristics: ambitious, persistent, self-motivated and enjoys working to targets. Use management experience background to impart business acumen to the members of the team and in doing so improve the service we provide to our customers and develop with them the skills they need in order to do this.
Plus:
- 3 years management experience with Food/Beverage and/or Retail operations – (desired)
- Strong work experience and understanding of inventory of goods and goods-replenishment practices
- Solid working experience with Inventory Management Systems
- Proficient in MS Word, MS Excel and MS Visio (desired)
- Can demonstrate clear capability in managing complex issues and delivered sustainable results.
- Exceptional customer relationship building skills and proven record of customer relations management
- Innovation, thinks of new ideas and has the influencing skills to highlight what change is right for the business
- Flexibility in shift patterns in order to meet the needs of the business.
- To be a role model who actively promotes and lives the company values.
Additional Information: The role of Customer Integration Terminal Manager is based between Heathrow Consolidation Centre and the respective Terminal at Heathrow Airport.
What we can offer you:
- Free onsite parking
- Employee assistance programme
- Private medical insurance
- Inclusive, diverse and friendly culture
Customer Terminal Integration Manager employer: Bradford Swissport Ltd
Bradford-Swissport Limited is an exceptional employer that prioritises innovation and employee development within the dynamic environment of Heathrow Airport. With a strong focus on safety, sustainability, and customer satisfaction, employees benefit from a supportive culture that encourages collaboration and personal growth, alongside perks such as private medical insurance and an employee assistance programme. Join us to be part of a team that values your contributions and fosters a diverse and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Terminal Integration Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the aviation industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand what makes Bradford-Swissport tick and how you can contribute to their mission. Tailor your responses to show how your experience aligns with their goals, especially around customer service and operational excellence.
✨Tip Number 3
Practice your communication skills! As a Customer Terminal Integration Manager, you'll need to convey ideas clearly and build relationships. Role-play common interview scenarios with a friend or use video calls to get comfortable with articulating your thoughts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of our team at Bradford-Swissport. Keep an eye on our careers page for the latest opportunities!
We think you need these skills to ace Customer Terminal Integration Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your experience aligns with the role of Customer Terminal Integration Manager. We want to see how you can bring your unique skills to our team!
Showcase Your Leadership Skills:Since this role involves a lot of leadership, don’t forget to include examples of how you've successfully led teams or projects in the past. We love seeing candidates who can inspire and motivate others!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to communicate your achievements and how they relate to the job. We appreciate clarity just as much as you do!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Bradford Swissport Ltd
✨Know Your Stuff
Familiarise yourself with the Airport Material Intelligence System (AMIS) and how it contributes to achieving KPIs. Being able to discuss specific examples of how you've used similar systems in the past will show your technical competence.
✨Showcase Your Leadership Skills
Prepare to share examples of how you've led teams in high-pressure environments. Highlight your experience in mentoring and coaching, as well as how you’ve resolved conflicts or improved team performance.
✨Emphasise Customer Focus
Be ready to discuss how you've built strong relationships with customers and stakeholders. Share specific instances where you’ve gone above and beyond to ensure customer satisfaction, as this role is all about maximising service performance.
✨Demonstrate Innovation
Think of a few innovative ideas or improvements you've implemented in previous roles. Be prepared to discuss how these changes positively impacted operations or customer experience, aligning with the company's goal of being a benchmark leader in the aviation industry.
