Customer Service Duty Manager

2024, April 1
Customer Service Duty Manager 1st April 2024
Customer Service Duty Manager

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role:

Customer Service Duty Manager- Shanghai

You will support the Airport Manager (APM) in the delivery of the British Airways (BA) airport operation, ensuring corporate and legislative safety and security standards are adhered to, monitoring local Service Level Agreements (SLA) and performance managing all local suppliers. To provide deputy reporting official coverage in the event of any serious incident/accident involving BA. To develop and own relationships with airport authorities, state authorities, British embassy, etc. and to support the APM in representing BA at an AOC level.

We do things Faster, we make ourselves Stronger, we get Leaner and most importantly we do things Together

What you’ll do:

  • Deputies for the APM as appropriate.
  • Assist the APM with performance management of suppliers, and day-to-day administrative work.
  • Support the APM in managing relationships with all relevant parties, including third party companies, authorities, CAAC and handling agents as appropriate. Identify shortfalls and take immediate actions to ensure a safe & secure operation, including ramp, all aspects of the local safety management system.
  • Support the APM in the delivery of agreed performance, cost targets and objectives and in ensuring that all required administrative activities are fulfilled in a set and timely manner. This includes (but is not limited to) LPM, Audits, Station Emergency Procedures, BCPs, local projects and business initiatives.
  • Ensure that the quality of services delivered is in line with service level and contractual agreements. Obtain the highest level of performance and motivation through successful communication and influencing skills.
  • Establish and maintain effective links with key departments both locally and at head office.
  • Role model the service hallmarks to both internal and external customers.
  • Lead, advise and manage the Ground Handling Agent (GHA) team seeking a high level of inspiration and motivation by creating a climate of excellence within the teams.
  • Ensure delivery of the highest standards of quality in customer services through the development of all GHA staff.
  • Identify and develop the potential of each team member to reach technical, behavioral and product knowledge expertise.
  • Ensure GHA customer service people have the technical support to perform their duties in delivering the highest levels of customer service.
  • Ensure all local resources are utilized in such a manner that revenue is maximized and productivity is achieved within the given framework.
  • Work closely with the GHA teams to ensure that all airport activities are achieved in compliance with BA corporate safety, local security standards, EUOPS quality management system and Local Procedures Manual (LPM).
  • Attend the AOC and other meetings, representing BA, as required.

What you’ll bring to British Airways:

You will be accountable for to 10 departures per week. (Subject to COVID-19 measures and restrictions). You will be leading a team of Customer Service professionals in delivering excellent customer service to performance standards within financial parameters.  You will be responsible to ensure delivery for all compliance standards to ensure a safe, secure and punctual operation. You will be fully accountable for all performance standards on the station.

You will bring strong leadership skills, and has a leadership style that empowers people to raise concerns (e.g. about safety, ethics or performance). Self-aware and leads by example. Maintains focus and momentum to optimize performance. Recognizes, celebrates and rewards high performance – and manages underperformance. Encourages continuous improvement and innovation.

Ability to work in a team environment, to engage a team through excellent written and verbal communication skills, Ability to prioritize and deliver to schedule, with effective communication/negotiation skills to make string decisions and problem solve.

Willingness to work weekends and irregular shifts/ travel on occasions with strong customer focus, with effective planning skills with the ability to prioritise urgent matters

Key Interfaces:

  • Network Operations
  • Worldwide Airports Central Teams
  • Commercial Team
  • Local Government Authorities
  • Airport Authorities
  • Ground Handling Agents (Suppliers)
  • Security Duty Manager
  • IFCE and Flight Ops
  • Customer Relations
  • Local Hotels & Transport providers
  • British High Commission / British Embassy

Experience & Skills:

  • In-depth understanding of airport and operational procedures
  • Excellent communication skills, in written and spoken English.
  • Desire for learning and development
  • Customer service professional & customer driven
  • Self-starter and proactive
  • Flexible
  • Innovative thinker
  • Strong negotiation skills
  • Self-motivated and ability to motivate a team
  • Skilled in effective time management and prioritization
  • High level of resilience and experience of working under pressure.
  • Excellent decision making and problem-solving skills
  • Proven experience of managing a team
  • Proven front line supervisory experience
  • Effective supplier relationship management
  • Good working knowledge of BA operational systems and MS Office
  • Effective communication with internal and external partners and customers
  • Basic understanding of budgetary control and BA financial processes desired
  • Ability to multi-task in a dynamic environment

Expertise / Specialist Knowledge (Essential or desirable)

  • Previous experience of working in an operational environment (essential)
  • Understanding of essential systems – FLY / JFE / FICO / Ops Dashboard / Safety Management Systems (desirable)
  • Understanding of BCP and Emergency Procedures (desira

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

We recognise that all our colleagues are uniquely different and bring their own originality, creativity, and identity to work. We encourage people from all backgrounds to be part of our journey to become a Better BA.


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