Customer Experience Manager – London City Airport
London, England, United Kingdom
Key Responsibilities
* Responsible for the safe and secure journey of all passengers throughout the airport.
* 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.
* Responsible for reporting all operational defects to Building Services relating to the maintenance and cleanliness of the airport.
* Accountable for leading the Customer Service Team Leaders and up to 50 Customer Service Concierge's, and the Airport Administration team including their standards (dress, appearance, behaviour) and delivery (customer performance), with an overall budget in excess of £1m.
* Accountable for the recruitment and performance management of the Customer Service and Airport Administration teams.
* 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.
* 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.
* Accountable for the delivery of and compliance to the CAA targets and regulation for passengers with reduced mobility.
* Accountable for compliments, complaints, and general airport enquiries - ensuring they are cascaded where appropriate and following up that issues are resolved / closed to the satisfaction of the customer. This includes in person, online and through social media.
* Accountable for ensuring that the customer journey is represented in all construction disruption management; and that all building works are signed off as meeting safety and security requirements prior to being accessed by staff and customers.
* Accountable for creating and maintaining/updating all relevant manuals, procedures, Instructions, Risk Assessments and Business Continuity Plans relevant to the customer journey.
* Accountable for building and maintaining great relationships with all key airport partners including, but not limited to, ground handling agents, airlines, TfL and all London City Airport service providers.
* Accountable for building and maintaining 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.
* Responsible for delivering the Customer Strategy by working with the appropriate internal stakeholders.
* Responsible for ensuring the Security of the site is maintained and the integrity of the Critical Part is not jeopardised in partnership with the Security Performance Delivery Manager and Security Management team.
* Promote and develop the Airport's Security Management System (SeMS) and Quality Management System (QMS) in partnership with DfT, CAA, ISO and other stakeholders, in order to exceed the standards.
* Assisting & Driving cultural change within the business, with the aim of improving compliance, productivity, customer experience and reducing costs.
* Act as a consultant for the airport's Commercial and Continuous Improvement team to ensure space in customer facing areas is utilised appropriately.
* Assisting the delivery of the Airport business plan and strategy plan.
* Assisting presenting to the Executive Team, and Senior Leadership Team as well as external bodies with a high degree of confidence and professional presence.
* 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.
* Embrace and embed a safety, quality, security, environmental work culture across all areas of responsibility, influencing a step change in safety integration; ensuring that team meets regulatory and statutory requirements in regards, HR, Safety, Quality, Security & Environment in accordance with LCY Policies and Procedures.
* 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
* Knowledge of Customer Operations/CAA regulation (Essential)
* Experience and knowledge gained in a role with direct accountability for delivery customer excellence. (E)
* Experience in developing and delivering a customer strategy (E)
* Knowledge of Security Management System (E)
* Knowledge of Quality Management System (E)
* Knowledge of Environmental Management System (E)
* Health and Safety competence (E)
* Significant experience within customer service delivery (E)
* Proven Leadership qualities and experience (E)
* Experience of working with complex data to draw insight. (E)
Qualifications
Education & Training
* Educated to A level or equivalent experience - Customer Management, Service Delivery (Essential)
* Excellent written and oral communication skills (E)
* Postgraduate qualification in a related field (Desirable)
Specialist Skills & Knowledge
* Expertise in working within an operational environment on an airfield. (E)
* Computer literate familiar with Microsoft excel, word and PowerPoint (E)
* Excellent written and verbal communication skills (E)
* Ability to analyse and interpret data - driving insights and recommendations for improvement (E)
* Presenting technical information to different stakeholders. (E)
* Ability to deliver results often through others (E)
* Developing systems (records, working systems etc) (E)
Personal Characteristics
* Leadership (E)
* Professional (E)
* People person (E)
* Collaborative, team player (E)
* Ability to engage (E) Attention to detail (E)
* Organised and methodical (E)
* Able to work under own initiative (E)
* Ability to work under pressure and to deadlines (E)
* 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
* Free onsite parking
* Access to discounted Private Medical Insurance for you and immediate family
* Medicash Cash plan
* On site Physiotherapist
* Discounted Gym Membership at many local facilities
* Staff discounts at most of retailers on site & some local restaurants & hotels
* Enrolment into company AE pension scheme
* Access to Salary sacrifice pension scheme
* Bereavement Counselling
* Cycle 2 Work salary sacrifice scheme
* Hastee Pay Advances
* 25 Days Annual leave
* LCY Central discount website
* Annual performance related bonus
* Annual Season Ticket Loan
* Holiday Buy scheme (Ability to purchase up to 1 weeks A/L per year)
* Access to Salary Sacrifice Car leasing Scheme
Closing Date
midnight 16/11/2025 23:59
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