Customer Care Manager

Introduction

Together, we create exceptional end-to-end experiences across Heathrow's road and rail networks, world-class terminals, accessibility services and premium VIP offerings.

Whether welcoming passengers on arrival, supporting them through departure or helping them connect to their next destination, we play a vital role in ensuring every journey is safe and predictably seamless.

Airport Journeys brings together both frontline operational teams and specialist support functions. Our operational colleagues deliver the day-to-day performance that keeps the airport flowing, while our Planning & Performance and Colleague Engagement teams help shape the future of Heathrow. Through data, insight, innovation and continuous improvement, they bring our Customer Proposition and Digital Operating Future to life, helping us create even better experiences for passengers and airport users.

Joining Airport Journeys means becoming part of a team that genuinely cares about the passengers we serve, the colleagues we work alongside and the environments we are responsible for. We are committed to creating a great place to work where everyone feels welcome, valued and able to be themselves.

You’ll work in a supportive and rewarding environment with access to development opportunities, training and the tools needed to succeed. Most importantly, you’ll be trusted with real responsibility, empowered to make decisions and encouraged to make a meaningful difference every day.

By joining Airport Journeys, you’ll help shape the future of Heathrow and play a direct role in delivering our purpose: making every journey better.

Job Description

This role is the key interface between members of the public and our exec team. You will liaise and respond to all complaints received, representing the Heathrow brand, linking in with legal and other supporting trams where required. You will also review all processes and procedures through the lens of operational excellence in relation to feedback received from passengers, alongside the PRS regulation and relationships lead.

Your role will involve

• Working in partnership with our Services team, who manage the relationship with the partner/s and airlines, you will be the voice of the customer.
• Working collaboratively with our partner/s you will support the development of our processes, procedures and root cause analysis of all compliments and complaint information. This is to include the management and reporting on all complaints and compliments received.
• You will be the first line response for all Executive customer concerns via all incoming avenues and signposting the customer to the next course of action.
• You will respond and resolve customer complaints that are escalated from other parts of the business, in line with the company's complaints procedures and considering relevant regulation and legislation.
• Represent the voice of the customer and set the tone for a customer-focused, thoughtful environment.

These Skills Are Essential

• Exceptional customer focus / engagement / stakeholder management skills
• The ability to work under pressure whilst maintaining quality outputs
• Problem-solving, logical mind-set and the ability to troubleshoot technical problems
• Strong communication and presentation skills with the ability to work to demanding and strict deadlines
• Experience working within regulatory guidelines and timeframes
• A good understanding of complaints management processes

#J-18808-Ljbffr