Customer Service Team Leader

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.

But at the heart of our business is our people.

Role Purpose

Reporting to the FOH Duty Manager, responsibilities will include delivering world class service to our airline customers. This role will require the individual to carry out any FOH duties as documented in our Customer Service Agent Job Description as & when required, whilst also ensuring you have clear oversight & accountability of all FOH focused areas & staff of a predefined area of the FOH operation.

What you will be doing

• Ensure all customers are processed using an automated DCS or manual system ensuring full compliance with regulatory, company and airline requirements.
• You will always promote and deliver a professional image.
• You will lead a team off staff to ensure safe, on-time departures for all airline customers.
• Be able to consistently deliver the highest possible customer service at all times.
• Ensure you deal with disruption and irregularities with confidence and composure, assisting rebooking for passengers onto alternate travel, organising HOTAC & completing disruption handling reports for airline & local management.
• You will oversee & work in all customer service departments inclusive of check in, departures, arrivals,

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security, Wellbeing and Compliance

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Must have experience of ground handling practices including a detailed knowledge of Passenger Service, FOH & ticketing functions.
• Customer and safety focus.
• A respectful, friendly and supportive approach.
• Reliability, punctuality and organisational skills.
• Flexibility and the ability to adapt to changing priorities and situations.
• You will have good working knowledge of Airline standards.
• Be proactive, forward thinking and trustworthy individual.
• Have excellent people and leadership skills and be an excellent communicator

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!

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