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- Tasks: Deliver top-notch customer service and support at London Heathrow Airport.
- Company: Join Singapore Airlines, a leading global airline with a stellar reputation.
- Benefits: Competitive pay, flexible hours, and opportunities for growth in a dynamic environment.
- Why this job: Be the face of an iconic airline and enhance customer experiences every day.
- Qualifications: Experience in customer management and strong communication skills are essential.
- Other info: Work in a vibrant airport setting with diverse responsibilities and career advancement.
The predicted salary is between 30000 - 42000 £ per year.
As a Customer Services Officer (CSO) at Singapore Airlines, you will be the face of one of the world's leading airlines, providing exceptional customer service and operational support at London Heathrow Airport.
Your responsibilities:
- Monitor and report on customer handling procedures performed by the handling agent and report on ways to further enhance our customer service standards.
- Brief check-in staff/ramp/operations of special requirements on a flight-to-flight basis.
- Act as Company representative in all airport operational areas and monitoring GHA performance.
- Liaise with GHA Supervisor/Duty Manager and duty staff to ensure smooth handling of flights.
- Compiling of Pre/Post operational data.
- Administration duties including compiling/preparing reports and submitting flight log reports on time.
- Active participation in TCS/SPR and SIA schemes.
- Undertake training, including online, as required.
- Handling Customer Complaints - investigate and provide feedback to CSM/SM LHR.
- Ensure on-time departure of aircraft - work with Duty Officer as counter CSO and/or queue comber and/or other departure duties including ramp to ensure timely departure of aircraft.
- Efficient handling of flight arrivals - oversee the handling of aircraft arrivals by the GHA, including special handling, VIP/CIP passengers and baggage services. Ensure all Company procedures are followed and work with GHA staff on these matters.
- Administer allocated supplier accounts as per instructions from SM LHR. This will include purchasing and processing payments as per Company procedures.
- Be able to complete all administrative duties quickly and efficiently (including preparing invoices for authorization, preparing/compiling end of month reports, compile PMC figures and cheque requisitions).
- Assist with the general upkeep of the airport Administration Office, including filing.
- Have a close working relationship with the GHA/service partners to provide the best possible customer service.
- Able to handle work in the Silver Kris Lounge as well as monitoring ramp functions.
- Administration Functions including, but not limited to - answering phone queries; serving walk-in passengers; reading and action on telex/fax/emails; and inventory supplies (as specified by SM LHR).
- Any other duties as assigned by SM LHR & CSMs.
About You
They are looking for someone who brings experience in:
- Customer Management and Flight Management Systems.
- Passenger/Ramp Handling.
- Catering Knowledge pertaining to traffic.
- Crewing and Flight Operations.
- Conflict Resolution.
- Reservations and Delay Handling.
- Frequent Flyer Programs.
- PC Knowledge and good communication and telephone skills.
- SIA's General Conditions of Carriage for Passengers.
- Car and Driving Licence.
- Ability to work flexible hours.
- Basic understanding of Company corporate goals.
- Good time management skills.
- Hold a Heathrow ID card (or be able to secure issuance).
Desirable:
- Basic reservations.
- Basic ticketing.
- Crisis management.
- First Aid.
- Second language an advantage.
Customer Services Officer in Feltham employer: Heathrow Employment & Skills Academy
Contact Detail:
Heathrow Employment & Skills Academy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Officer in Feltham
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend job fairs, workshops, or even casual meet-ups. You never know who might have the inside scoop on a Customer Services Officer role at Singapore Airlines!
✨Tip Number 2
Practice your pitch! When you meet someone, be ready to talk about yourself and what you can bring to the table. Highlight your experience in customer management and conflict resolution – it’s all about making a great first impression.
✨Tip Number 3
Don’t just apply anywhere; apply through our website! It shows you’re genuinely interested in working with us at Singapore Airlines. Plus, it’s a great way to ensure your application gets seen by the right people.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your enthusiasm for the Customer Services Officer position. It keeps you fresh in their minds!
We think you need these skills to ace Customer Services Officer in Feltham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Services Officer role. Highlight your experience in customer management and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about working with Singapore Airlines and how your background makes you a perfect fit. We love seeing enthusiasm and personality, so let it show!
Showcase Relevant Experience: When filling out your application, be sure to showcase any experience you have in passenger handling, conflict resolution, or flight operations. We’re looking for candidates who can hit the ground running, so make it clear how your past roles prepare you for this one.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re tech-savvy and know how to navigate the digital world – a key skill for this role!
How to prepare for a job interview at Heathrow Employment & Skills Academy
✨Know Your Customer Service Inside Out
Make sure you brush up on your customer service skills and understand the specific expectations for a Customer Services Officer at Singapore Airlines. Familiarise yourself with their customer handling procedures and think of examples from your past experiences where you've excelled in similar situations.
✨Research the Company and Its Operations
Dive deep into Singapore Airlines' operations, especially at London Heathrow Airport. Understand their values, mission, and how they handle customer complaints. This knowledge will help you demonstrate your enthusiasm for the role and show that you're a good fit for their team.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during your interview. Think about how you would handle various situations, such as dealing with difficult customers or ensuring on-time departures. Practising these scenarios can help you articulate your thought process clearly and confidently.
✨Showcase Your Administrative Skills
Since the role involves a fair bit of administration, be ready to discuss your experience with compiling reports, managing data, and handling inquiries. Highlight any relevant software skills you have, and be prepared to explain how you ensure accuracy and efficiency in your administrative tasks.