Customer Service Administrator Supervisor
Our client in Stansted is currently recruiting for a Customer Service Administrator Supervisor to join their team on a 1 year fixed term contract.
You will be required to assist with the running of the Customer Service Representatives in conjunction with the CEO to ensure that the flights run efficiently and safely and a high standard of service is provided to all customers.
This role will oversee the daily operational and administrative duties, to ensure a safe, efficient and enjoyable customer experience to all. This is a physical hands-on role, offered on a fixed term basis.
The hours of work are primarily Mon- Fri 0830 – 1700 but there has to be some flexibility due to the nature of the business which could include early mornings, late evenings and weekends if required
You must drive to get to the location of the office
Main Duties:
* Supervising and directing CSR Staff on duty during shifts to deliver a safe, efficient and positive customer experience
* Supervising an exceptional client experience in all aspects of work in accordance with company standard and procedures
* Keep staff fully informed of changes in working practices and Operational procedures
* Liaising with HR to ensure any performance/conduct issues are dealt with in regards to the CSR's
* Carrying out Return to Work Interviews and managing absence in line with Company Absence Management Policy
* Conducting investigation meetings with support from HR
* Conducting disciplinary meetings with support from HR
* Creating of and implementation of new procedures as and when required
* Adopting a flexible approach to working hours providing cover for CSR's as and when required
* Ensure that the presentation and cleanliness of the FBO areas, offices, building and equipment is maintained and anything which needs attention is reported.
* Providing monthly data to the CEO
* Providing Administrative assistance to the CEO
* Managing and supporting staff, ensuring service is impeccable at all times and where necessary implement new procedures to develop and improve the service provided.
* Assisting with recruitment as required in line with the Company Recruitment Policy.
Experience & Qualifications
* 3 years or more experience in Customer facing or Operations Support positions, which must have been gained within aviation
* Previous Supervisory/Management experience within Operations
* Self-driven and results orientated with a clear focus on safety and quality
* Ability to negotiate and reach compromise, proactive and problem-solving ability
* Excellent communication skills – face to face, telephone - and written communication skills
* High levels of presentation, interpersonal skills, discretion and trustworthiness
• Fluent in English
* Understanding of luxury industry, paying attention to detail and providing a VVIP service
Job Type: Full-time
Pay: Up to £30,000.00 per year
Benefits:
* Company pension
* Life insurance
Work Location: In person