Aviation Customer Experience Lead | Team Coach & Ops

Menzies Aviation; City of Edinburgh; On-site; GBP 25,000 - 35,000; Full time

Job summary

Menzies Aviation in Edinburgh seeks an Operations Assistant to support the Duty Management Team, helping plan and manage the operation using clerical, manual, mechanical and computerized methods. You will help ensure customer service standards are met within cost limits and company policy.

Key responsibilities include coaching staff to follow policy, representing the company professionally in uniform, modelling brand behaviours, optimising staff resource use, and safeguarding health and safety

Qualifications

• Strong Safety & Security Awareness.
• Champion of Customer Standards and British Airways.
• Ability to work in a team environment.
• Ability to prioritise and manage conflicting situations / prioritises.
• Strong decision making and problem-solving skills, particularly in operational scenarios.
• Self-motivated, proactive and flexible.
• Demonstrates strong interpersonal and influencing skills in a range of different scenarios.
• Desire for self-development.

Responsibilities

• You will coach and mentor staff to ensure processes and procedures are being followed as per British Airways' policies and service level agreements.
• You must represent the British Airways in a professional manner at all times, including wearing the British Airways uniform to the required standard.
• You will act as a role model to your team, ensuring that you lead by example, and that your peers are consistently delivering on the British Airways brand behaviours and procedures.
• You will ensure maximum utilisation of agreed staff resources as directed by Menzies Aviation and British Airways management, in accordance with the agreed service level agreement.
• You will safeguard the health, safety and welfare of staff, customers and other visitors as required in full compliance with British Airways and Menzies Aviation health and safety policies.

Skills

Safety Awareness

Customer Standards

Teamwork

Prioritisation

Decision Making

Self-motivation

Interpersonal Skills

Self-development

Job description

Menzies Aviation in Edinburgh seeks an Operations Assistant to support the Duty Management Team, helping plan and manage the operation using clerical, manual, mechanical and computerized methods. You will help ensure customer service standards are met within cost limits and company policy.

Key responsibilities include coaching staff to follow policy, representing the company professionally in uniform, modelling brand behaviours, optimising staff resource use, and safeguarding health and safety