Customer Experience Lead – British Airways

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

Overview

People. Passion. Pride. This is what has driven our teams since 1833. Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 250 locations in 58 countries, across 6 continents. But at the heart of our business is our people.

Role Purpose

Assist the Duty Management Team in planning and managing the operation through clerical, manual, mechanical and computerized methods, ensuring customer service standards are achieved, within agreed cost limitations and in accordance with company policies and procedures.

What you will be doing

• 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.
• Ensure maximum utilisation of agreed staff resources as directed by Menzies Aviation and British Airways management, in accordance with the agreed service level agreement.
• 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.

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security and Compliance

You will have a responsibility and duty whilst at work to take reasonable care of the health and safety of yourself and of others whilst at work. You must carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures. For further details, please see the job description attached.

What we are looking for

• 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.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.