At a Glance
- 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.
- Other info: Work in a vibrant airport setting with diverse responsibilities and career advancement.
- 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.
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
At Singapore Airlines, we pride ourselves on being an exceptional employer, offering our Customer Services Officers a dynamic work environment at the iconic London Heathrow Airport. Our commitment to employee growth is reflected in comprehensive training programmes and opportunities for career advancement, all while fostering a collaborative and supportive culture that values outstanding customer service. Join us to be part of a prestigious airline where your contributions directly enhance the travel experience for passengers from around the globe.
Contact Details:
Heathrow Employment & Skills Academy Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Officer in Feltham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Heathrow Employment & Skills Academy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Heathrow Employment & Skills Academy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Officer in Feltham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Heathrow Employment & Skills Academy:Your cover letter is your chance to shine! Tell us why you want to work at Heathrow Employment & Skills Academy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Heathrow Employment & Skills Academy!
How to prepare for a job interview at Heathrow Employment & Skills Academy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
