Customer Services Supervisor LON/MAN

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Job Purpose

• To undertake administrative responsibilities for the department working under the direction of the Customer Affairs Manager.
• To ensure all company criteria for compensatory claims are met before initiating company procedures.
• To ensure that all incoming complaints and legal claims received by email are scanned, logged, and that CRIS is updated accurately.
• Fully investigate feedback either received directly from passengers or other Emirates departments and formulate suitable replies.
• Liaise with HO Departments including responding to any queries and updating files with any communications.
• Collate all relevant file information and operational reports for legal claims to send to local counsel.
• Process standard damaged baggage replacements and lost baggage claims, while still adhering to Company regulations in regard to such claims and compensation.

Qualifications

• A good standard of general education up to ‘A’ Level standard or equivalent.
• Knowledge and experience in Baggage Tracing and Baggage Claims.
• Experience in an airport/travel agency passenger service environment.
• Fully conversant with MS Office.
• Knowledge of Airport, Reservations, Ticketing and Baggage systems is required.
• Ability to work under pressure, prioritise workload and meet deadlines.
• Ability to work and support others as part of a team.
• Excellent written and oral communication skills.

Critical Competencies

• Collaboration
• Engaging Others
• Delivering
• Open to Opportunity
• Drive

Information

• Candidates must have the legal right to live and work in the UK.
• Fluent in written and spoken English. Additional languages are beneficial.

Salary & Benefits

• Competitive salary
• Eligible to Profit share
• Meal Allowance
• Transport Allowance

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Other
• Industries: Airlines and Aviation