At a Glance
- Tasks: Lead a dynamic customer service team at Luton Airport, ensuring top-notch experiences.
- Company: Join Swissport, a leader in aviation services with a focus on teamwork.
- Benefits: Enjoy a permanent full-time role with flexible shifts and career growth opportunities.
- Other info: Embrace a culture of feedback and continuous improvement in a vibrant workplace.
- Why this job: Make a real impact in the fast-paced airport environment while developing your leadership skills.
- Qualifications: Experience in aviation preferred; must be adaptable and ready to lead.
The predicted salary is between 30000 - 40000 € per year.
Overview
Company: Swissport
Location: Luton Airport
Contract Type: Full Time, Permanent
Hours: 4 on 4 off/float shift pattern
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 leading, motivating, engaging, and inspiring 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 we deliver 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 & 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 and conduct 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.
- 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.
- Act as a role model to staff, tackling poor performance/misconduct whenever it occurs.
- Take a pro-active approach to support the operation to best effect in all cases.
- Communicate and collaborate to engage others.
- Create transparency to drive results.
Key Performance Indicators
- Health and Safety
- Accuracy of travel document checks
- Airline KPI’s
- 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, evening, 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.
Customer Service Supervisor-Luton Airport employer: Swissport International AG
Swissport is an exceptional employer located at Luton Airport, offering a dynamic work environment where employees are empowered to lead and inspire their teams. With a strong focus on professional development, Swissport provides comprehensive training and mentorship opportunities, fostering a culture of continuous improvement and collaboration. Employees enjoy a flexible shift pattern and the chance to be part of a dedicated team that prioritises safety, quality, and outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor-Luton Airport
✨Tip Number 1
Get to know the company culture before your interview. Check out Swissport's social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership skills! Think of examples where you've led a team or resolved conflicts. Be ready to share these stories during your interview to demonstrate your ability to motivate and engage others.
✨Tip Number 3
Don’t forget to ask questions during your interview! This shows you're engaged and keen to learn more about the role. Ask about team dynamics, training opportunities, or how they handle customer service challenges.
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about landing the Customer Service Supervisor role at Luton Airport.
We think you need these skills to ace Customer Service Supervisor-Luton Airport
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in customer service, especially in fast-paced environments like airports. We want to see how you've handled challenges and created great experiences for customers.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the Customer Service Supervisor role at Swissport. It shows us you’re genuinely interested.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, just like you would with customers!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Swissport International AG
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Supervisor role at Swissport. Familiarise yourself with their procedures, policies, and the specific responsibilities mentioned in the job description. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
As a Customer Service Supervisor, you'll need to lead and motivate a team. Prepare examples from your past experiences where you've successfully led a team or resolved conflicts. Highlight your ability to provide feedback and support training needs, as this aligns perfectly with what Swissport is looking for.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've handled customer service challenges in the past. Think of specific situations where you resolved issues effectively and maintained high standards of service. This will showcase your ability to think on your feet and ensure great customer experiences.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how Swissport measures success in this role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
