Customer Service Supervisor - Jersey Airport
Applicant MUST live on Jersey Island UK to apply.
The Customer Service Supervisor is an operational frontline critical role with delegated responsibility for front-line customer service team members. You will coordinate 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 allocate team members on shift, oversee the safe on-time departure of aircraft and hold team members accountable for their actions. You will lead, motivate, engage and inspire all team members to ensure delivery of great customer experiences in line with Swissport procedures, policies and brand values.
Responsibilities
* Lead by example to ensure consistently excellent customer experiences at every touchpoint.
* Ensure resources are used to the optimum level (monitor and control overtime payments).
* Identify training needs and, where required, train, coach and mentor the team.
* Create and maintain a progressive, open feedback culture by managing employee performance.
* Ensure strict implementation of the Customer Services budget.
* Resolve customer service challenges promptly and assist in negotiations with new customers, ensuring adherence to budget, overtime spend and sickness policy.
* Ensure compliance with SOPs and policies to meet regulatory standards and deliver the desired customer service experience.
* Ensure safety and security processes and procedures are followed at all times.
* Ensure compliance with Uniform and PPE requirements.
* Hold team briefings and provide team feedback as needed.
* Support operational change and maintain commercial awareness to identify new business opportunities.
* Coordinate return-to-work paperwork for sick team members.
* Conduct QHSE inspections and audits as required.
* Collaborate with station managers to reduce attrition and maintain daily communication with airport authorities to achieve AOL goals.
* Complete other duties as assigned.
Leadership Qualities
* Provide professional day-to-day leadership to a team, ensuring high standards of health and safety, quality, customer service and security.
* Enforce health, safety and security standards to drive year-on-year performance improvement.
* Give timely, appropriate feedback to improve day-to-day performance and behavior.
* Act as a role model by addressing poor performance or misconduct promptly.
* Proactively support operational needs while maintaining service quality.
* Ensure consistent high service standards and reduce health and safety incidents.
* Communicate and collaborate to engage others and 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 adherence (breaks and on-time departures)
Essential Skills
* Ability to adapt to change in a dynamic working environment.
* Clear communication to help teams understand Swissport direction.
* Ability to build positive, trusting relationships.
* Openness to different opinions and collaborative approach.
* Promote flexibility and agility to enable contingency planning.
* Demonstrate urgency and commitment to continuous service improvement.
* Personal and professional integrity of the highest order.
* Excellent organizational skills, attention to detail, prioritization and ability to meet deadlines in a fast-paced environment.
Qualifications and Competencies
* Experience in aviation, ideally in an airside operational role.
* Flexible to work on various shifts (days, evenings, nights, weekends and holidays).
* Willing to undertake active supervision within three months of appointment.
* Fluent spoken and written English (additional languages beneficial).
* Desire to lead and develop other teams and team members.
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