Customer Service Supervisor, Edinburgh

The Customer Supervisor is an operational frontline critical role where you will have delegated responsibility for front-line customer service team members. You will be responsible for coordinating a variety of factors across several areas of the Passenger team, including check-in, boarding gate, airport lounges where applicable, passenger meet and greet, and mishandled baggage and PRM handling where applicable. You will be responsible for allocating team members on shift, overseeing the safe on-time departure of aircraft, and holding team members accountable for their actions. You will lead, motivate, engage, and inspire all team members to ensure the delivery of great customer experiences in line with Swissport procedures, policies, and brand values.

Responsibilities

• Lead by example to ensure consistently great customer experiences at every touchpoint.
• Ensure available resources are used to the optimum level (monitor and control overtime payments).
• Support and identify training needs and where required train, coach, and mentor the team.
• Create and maintain a progressive, open feedback culture by managing the performance of employees.
• Ensure the strict implementation of the Customer Services budget.
• Resolve all customer service challenges in a timely manner and assist in negotiations with new customers.
• Ensure compliance with all SOPs and policies to meet or exceed regulatory standards and deliver the desired customer service experience.
• Ensure all safety and security processes and procedures are always complied with.
• Hold Team Briefings.
• Conduct and provide team feedback as needed.
• Manage and contribute towards change within the operational environment and maintain commercial awareness in identifying new business opportunities.
• Coordinate return to work paperwork for sick team members.
• Conduct and complete QHSE inspections and audits as required.
• Effectively work with station managers to support the reduction of attrition in the workplace.
• Ensure good daily communication with the airport authorities to achieve our airport AOL goals.
• Complete other duties as assigned.

Leadership Qualities

• Provide professional day-to-day leadership to a team, ensuring the highest standards of health and safety, quality, customer service, and security are met and maintained.
• Demonstrate a personal commitment to rigorously enforcing appropriate standards of health, safety, and security.
• Actively manage your team members ensuring that every member receives timely, appropriate feedback to improve day-to-day performance and behaviour.
• Act as a role model to staff by tackling poor performance/misconduct whenever it occurs.
• Take a pro-active approach to support the operation to best effect in all cases.
• Take personal responsibility to ensure that the team delivers the appropriate service to the same high standards on every occasion.
• Communicate and collaborate to engage others.
• Create transparency to drive results.

Key Performance Indicators

• Health and Safety
• Accuracy of travel document checks
• Airline KPIs
• Safe and on-time performance
• Roster vs Timesheet allowance (breaks and team members leaving on time)

Essential Skills

• Ability to accept and embrace change as a constant and unpredictable feature of your working environment.
• Can communicate clearly with your people to help them understand Swissport Western Europe direction.
• Build positive and trusting relationships.
• Be open to different opinions and seek a collaborative approach.
• Embrace an ideas culture to enable teams to create an agile edge.
• Promote flexibility, adaptability, and agility to enable contingency time.
• Demonstrate a sense of urgency and the desire to improve the delivery of services and a commitment to continuous improvement.
• Personal and professional integrity of the highest order.
• Excellent organisational abilities, attention to detail, able to prioritise workloads and work effectively to deadlines in a fast-paced complex environment.

Qualifications

• Experience working in aviation, ideally in an airside operational role.
• Flexible to work on various shifts (days, evenings, nights, weekends, and holidays).
• To have undertaken or be prepared to undertake active supervision within three months of being appointed into the role.
• Fluent spoken and written English (additional languages beneficial).
• A desire to lead and develop other teams and team members.