At a Glance
- Tasks: Lead terminal operations and enhance customer service performance at Heathrow Airport.
- Company: Join a dynamic company focused on innovation in the aviation industry.
- Benefits: Enjoy free parking, private medical insurance, and a supportive work culture.
- Other info: Flexible working hours with opportunities for personal development and growth.
- Why this job: Be a key player in transforming airport logistics and enhancing customer experiences.
- Qualifications: Management experience in retail or food/beverage operations is 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.
What we are looking for:
We are seeking to recruit a Customer Terminal Integration Manager (CTIM) to join our business. Working alongside the team, you will:
- Maximize terminal and customer service performance by providing proactive and highly visible leadership at the terminals.
- Work in collaboration with other departments to achieve customer KPI’s and SLA’s.
- 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 KPI’s including Delivered As Promised, Media Dwell, Returns, Inter Branch Transfer’s & 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.
- Ensure high standards of customer satisfaction through regular interaction, catch up meeting 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.
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 in West Drayton employer: Bradford Swissport Ltd
Bradford-Swissport Limited is an exceptional employer that prioritises employee growth and innovation within a dynamic and inclusive culture. Located at the Heathrow Consolidation Centre, we offer a supportive environment with opportunities for professional development, competitive benefits such as private medical insurance, and a commitment to sustainability. Join us to be part of a team that values your contributions and champions excellence in the global aviation industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Terminal Integration Manager in West Drayton
✨Tip Number 1
Network like a pro! Reach out to current employees at Bradford-Swissport Limited on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Terminal Integration Manager role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by researching the company’s values and recent projects. Show us that you’re not just interested in the job, but that you genuinely care about contributing to their mission of innovation and sustainability in the aviation industry.
✨Tip Number 3
Practice your communication skills! As a CTIM, you’ll need to be a confident communicator. Try mock interviews with friends or family to refine your ability to articulate your thoughts clearly and logically.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us that you’re serious about joining our team and contributing to our customer service excellence.
We think you need these skills to ace Customer Terminal Integration Manager in West Drayton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Customer Terminal Integration Manager role. Highlight your management experience, especially in Food/Beverage or Retail operations, and showcase how you've driven customer satisfaction in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how you embody our company values. Be specific about your achievements and how they relate to the responsibilities of the CTIM position.
Showcase Your Communication Skills:As a CTIM, you'll need to be a confident communicator. Make sure your written application is clear, concise, and free of errors. This is your opportunity to demonstrate your ability to communicate effectively in writing, which is crucial for the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Bradford Swissport Ltd
✨Know Your Stuff
Before the interview, make sure you understand Bradford-Swissport Limited's operations and values. Familiarise yourself with the Airport Material Intelligence System (AMIS) and how it contributes to KPIs. This will show your genuine interest in the role and help you answer questions more effectively.
✨Showcase Your Leadership Skills
As a Customer Terminal Integration Manager, you'll need to demonstrate strong leadership. Prepare examples of how you've successfully led teams or projects in the past. Highlight your ability to resolve issues and improve performance, as this aligns perfectly with the company's focus on innovation and customer service.
✨Be a Problem Solver
Expect questions about how you handle operational challenges. Use the Root Cause Failure / Irreversible Corrective Action process as a framework to discuss past experiences. Show that you can think critically and act decisively to resolve issues while maintaining high safety and security standards.
✨Engage with Company Culture
During the interview, express your enthusiasm for the company culture and values. Discuss how you can contribute to employee engagement and recognition initiatives. This will demonstrate that you're not just looking for a job, but are genuinely interested in being a part of their team and promoting a positive work environment.
