At a Glance
- Tasks: Lead a global team to deliver exceptional customer support in logistics.
- Company: Join IAG Cargo, a leader in airfreight logistics with a collaborative culture.
- Benefits: Enjoy competitive salary, hybrid work, travel discounts, and wellness perks.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact in a dynamic environment while enhancing customer experiences.
- Qualifications: Proven leadership in customer support, preferably in logistics, with strong analytical skills.
The predicted salary is between 56700 - 69300 £ per year.
Looking for a challenge in one of the world’s largest airfreight logistics organisations?
At IAG Cargo we are in the business of moving things.
From antibiotics to rhinoceros, gold bullion to avocados and everything in between.
Whatever people need, wherever they are.
At IAG Cargo we open the skies and fly the world to bring people the things they really need.
We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling).
At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride.
Join us at our globally recognised logistics business, where we are building a great place to work for colleagues and customers alike.
About the role…
The Senior Customer Support Manager at IAG Cargo will lead and oversee the customer support function, ensuring exceptional service delivery and customer satisfaction through our Customer Support Centres.
This role involves leading a global team of Customer Support Managers and support teams,.
This will include specialist teams managing claims or recovery, as well as teams responsible for specific overseas hubs which could be in-house or third party teams, whilst always ensuring adherence to business agreed Service Level Agreements (SLAs), and driving continuous improvement initiatives.
- What you’ll do…
- Drive the customer agenda across all customer support teams as well as leading on initiatives that will drive efficiencies.
- Set the global standard, including SLAs, for handling day-to-day customer queries, issues and booking support.
- Analyse SLA performance data and ensure corrective actions are delivered across the business.
- Address and resolve any escalations and complaints
- Identify opportunities for process improvements and implement and maintain best practices.
- Act as the accountable business owner and lead initiatives to enhance customer support operations and delivery.
- Foster a positive and collaborative work environment, ensuring smooth communication between Customer Support teams, Operational, Legal and other teams.
- Embeds a customer-centric mind-set throughout all Customer Support teams globally.
- Prepare and present regular reports and dashboards to senior leadership on customer support performance and metrics.
- Use customer insight and root cause analytics to identify company wide improvements and present these to the board/senior stakeholders.
- Continual improvement of overall customer experience with innovative thinking and focus on using technology where applicable.
- Overall responsibility for developing high performing teams through performance management, personal development and coaching, always embedding brand values.
- Identifies new tools and technologies to better serve the customer.
It’s all about you….
You will be a strong leader with a passion for customer service and a proven track record in delivering in a global environment with a customer centric approach.
Skills
- Customer Support strategy development and deployment
- Proven experience in a senior customer support role, preferably within the logistics or cargo industry.
- Ability to analyse data and drive performance improvements.
- Change Management
- Strong Stakeholder Management skills
- Takes a collaborative approach
- Can navigate ambiguity effectively
- Able to effectively build relationships and teams
- Excellent communication and negotiation skill
- Evidence of well-developed leadership skills.
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Proven management and/or relationship management experience at a senior, strategic level role.
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led environment.
- Able to interpret MI/BI and develop strategy and make recommendations.
- Demonstrate ability to motivate and communicate with others at all levels.
- Influential relationships skills at all levels. Able to use these relationships to deliver customer experience improvements.
- Knowledge of regulatory requirements and industry standards.
Experience
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Proven management and/or relationship management experience at a senior, strategic level role.
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led environment.
- Able to interpret MI/BI and develop strategy and make recommendations.
- Demonstrate ability to motivate and communicate with others at all levels.
Influential relationships skills at all levels.
Able to use these relationships to deliver customer experience improvements.
- Knowledge of regulatory requirements and industry standards.
- Able to adapt and succeed in a changing environment.
- We’ll treat you right…
Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.
As well as a competitive salary, generous bonus and pension, we offer a range of benefits to support our colleagues, which include:
- Life Assurance and Personal Accident Insurance
- A hybrid environment with 3 days a week in the office and two from home 3
- For the budding traveller we offer incredible staff discounts at hotels, car hire and our staff travel flights are legendary
- Free fruit and a subsidised on-site canteen
- Onsite staff parking, electric charging points and free airport parking when you are off globe-trotting
- Up to 75% discount on the Heathrow Express with your staff pass
- All our colleagues get access to a market leading learning platform and language courses
- For health and wellbeing, we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders
- Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at Work
- Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
- Equality and Diversity
Our recruitment procedures positively support our equity, diversity, and inclusion agenda.
All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.
Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.
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Senior Customer Support Manager · London Heathrow · employer: IAG Cargo
IAG Cargo is an excellent employer, offering a dynamic work environment at Heathrow that fosters innovation and collaboration. With a strong focus on employee growth, competitive salaries, and a comprehensive benefits package, team members are empowered to excel in their roles while enjoying the flexibility of hybrid working arrangements. The company's commitment to security excellence and global operations provides unique opportunities for professional development and meaningful contributions to the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Manager · London Heathrow ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IAG Cargo. 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 IAG Cargo 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 Senior Customer Support Manager · London Heathrow ·
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 IAG Cargo:Your cover letter is your chance to shine! Tell us why you want to work at IAG Cargo 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 IAG Cargo!
How to prepare for a job interview at IAG Cargo
✨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.
