Customer Service Shift Manager
CUSTOMER SERVICE SHIFT MANAGER
Vacancy has arisen for a Shift Manager to join my client’s busy Customer Service operation in LHR
Reports to: Business Manager
Ideal candidate must have previous / ongoing supervisory experience preferably in a customer facing environment
Key TasksManagement of the day to day operationMeeting Performance SLA’sManaging staff members – which includes identifying training, conducting staff assessments, coaching and motivating. Managing sickness and disciplinary issues.Staff Review and Development Techniques. Training.Any other reasonable task that maybe required from time to time.In addition the Shift Manager should ensure their department’s compliance standards of the following:- Comply with Department for Transport regulations.- Comply with the health and Safety at Work Act.- Comply with Airport Authority Byelaws and Regulations.- Monitor and report on customer policies and airline procedures.Daily reports on operational activity and staff levels.Daily management meeting on staffing levels, supervisory coverage and operation.Weekly supervisory meeting to filter operational problems, thanks and information to the supervisors.Ensure staff are briefed on all new procedures (Memos / staff briefs)Attend customer airlines meetings when required. Customer liaison.Investigate complaints, provide reports and reply to airlines when necessary. Disciplinary procedures.Trouble shoot and offer support, advice and guidance to the customer service team.Providing Payroll data.Understanding and management of the sickness policy.Recruitment.ISYS knowledge and usage.GOSS (Ground Operations Software System) – Investigation, remedial action & follow up of accidents. Ensure all entered in GOSS.
Skill RequirementsLeadership and CoachingStrategic thinkingExcellent communication/interpersonal skills – verbal and written (including report writing)People managementFinancial management – overtime controlIT LiterateAbility to support, coach and motivate staffDecision making and Problem solvingAbility to perform within a high pressured environment to tight deadlines.Safety driven
Hours Of Work37.5 hours per week [Earlies, Lates, Weekends]The job holder must have a flexible approach to working variable shift patterns
Successful applicants will be shortlisted for interview, and must have the legal right to work in the UK.