The Customer Experience Manager is responsible for the customer journey throughout London City Airport. Accountable for the Customer Service Team, the Airport Administration Team and the delivery of the Assisted Travel programme.
Main Tasks and Responsibilities:
1. Accountable for ensuring all passengers experience a world class level of customer service, as defined by CAA NPS, throughout the customer journey and any issues are immediately resolved.
2. Accountable for leading the Customer Service Team Leaders, up to 50 Customer Service staff, and the Airport Administration team including their standards (dress, appearance, behaviour) and delivery (customer performance), with an overall budget in excess of £1m.
3. Accountable for the delivery of and compliance to the CAA targets and regulation for passengers with reduced mobility.
4. Accountable for managing our compliments, complaints, and general airport enquiries - ensuring they are cascaded where appropriate and resolved / closed to the satisfaction of the customer. This includes in person, online and through social media.
5. Accountable for the recruitment and performance management of the Customer Service and Airport Administration teams.
6. Accountable for ensuring that the customer journey is represented in all construction disruption management.
7. Responsible for the safe and secure journey of all passengers throughout the airport.
8. Responsible for reporting all operational defects to Building Services relating to the maintenance and cleanliness of the airport.
9. Responsible for the planning of all key seasonal and unique customer events in the terminal to ensure sufficient staffing is in place to deliver the event to the required standards.
10. Responsible for creating and maintaining/updating all relevant manuals, procedures, Instructions, Risk Assessments and Business Continuity Plans relevant to the customer journey.
11. Responsible for ensuring the Security of the site is maintained and the integrity of the Critical Part is not jeopardised in partnership with the Airport Duty Manager and Head of Security.
12. Responsible for delivering the Customer Strategy by working with the appropriate internal stakeholders, contributing to the overall Airport Business Strategy.
13. Support the ADM in the investigating all customer and staff accidents that occur within the terminal and calling upon expertise where required from the Health & Safety Business Partner to prevent reoccurrence.
14. Build and maintain great relationships with all key airport partners including, but not limited to, ground handling agents, airlines, TfL and all London City Airport service providers.
15. Build and maintain great relationships with all key regulatory bodies such as the CAA and ISO; using this partnership to improve working practices and always meeting compliance standards.
16. Promote and develop the Airport's Security Management System and Quality Management System in partnership with DfT, CAA, ISO and other stakeholders, in order to exceed the standards.
17. Act as a consultant for the airport's Commercial and Continuous Improvement team to ensure space in customer facing areas is utilised appropriately.
18. Where required, present to the Executive Team, and Senior Leadership Team as well as external bodies with a high degree of confidence and professional presence.
19. Where required, influence, effect and drive change, to meet the demands of the CO and business requirements, promoting effective communication both internally and externally on all matters relating to the CO ensuring collaborations between all stakeholders. Driving proactive programmes which reflect the changing needs of the customer and deliver the standards measured by the Feedback Now system.
20. Embed a safety, quality and security culture across all areas of responsibility, influencing a step-change in behaviour; to ensure we meet regulatory and statutory requirements in regards, HR, Safety, Quality, Security & Environment in accordance with LCY Policies and Procedures.
21. Share best practice across industry sectors and learning and implementing lessons from relevant incidents in other organisations, are important to maintain the currency of corporate knowledge and competence.
Key Competencies:
1. Knowledge of Customer Operations/CAA regulation (Essential)
2. Experience and knowledge gained in a role with direct accountability for delivery customer excellence. (E)
3. Experience in developing and delivering a customer strategy (E)
4. Knowledge of Security Management System (E)
5. Knowledge of Management System (E)
6. Knowledge of Environmental Management System (E)
7. Health and competence (E)
8. Significant experience within customer service delivery (E)
9. Proven Leadership qualities and experience (E)
10. Experience of working with complex data to draw insight. (E)
Qualifications:
Education & Training
1. Educated to A level or equivalent experience - Customer Management, Service Delivery (Essential)
2. Excellent written and oral communication skills. (E)
3. Postgraduate qualification in a related field. (Desirable)
Specialist Skills & Knowledge
1. Expertise in working within an operational environment on an airfield. (E)
2. Computer literate familiar with Microsoft Excel, Word and PowerPoint (E)
3. Excellent written and verbal communication skills (E)
4. Ability to analyse and interpret data - driving insights and recommendations for improvement (E)
5. Presenting technical information to different stakeholders. (E)
6. Ability to deliver results often through others (E)
7. Developing systems (records, working systems etc) (E)
Personal Characteristics
1. Leadership (E)
2. Professional (E)
3. People person (E)
4. Collaborative, team player (E)
5. Ability to engage (E)
6. Attention to detail (E)
7. Organised and methodical (E)
8. Able to work under own initiative (E)
9. Ability to work under pressure and to deadlines (E)
10. Ability to communicate at all levels (E)
Working Hours:
Full time 40 hours per week.
As an operational manager, on occasion you will be required to work outside of the stated hours and days in order to maintain customer operations processes.
Benefits:
1. Free onsite parking
2. Access to discounted Private Medical Insurance for you and immediate family
3. Medicash Cash plan
4. On site Physiotherapist
5. Discounted Gym Membership at many local facilities
6. Staff discounts at most of retailers on site & some local restaurants & hotels
7. Enrolment into company AE pension scheme
8. Access to Salary sacrifice pension scheme
9. Bereavement Counselling
10. Cycle 2 Work salary sacrifice scheme
11. Hastee Pay Advances
12. 25 Days Annual leave
13. LCY Central discount website
14. Annual performance related bonus
15. Annual Season Ticket Loan
16. Holiday Buy scheme (Ability to purchase up to 1 weeks A/L per year)
17. Access to Salary Sacrifice Car leasing Scheme
Closing Date: midnight 30/04/2025 23:59
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