Customer Operations Manager

TN United Kingdom; Greater London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Operations Manager to lead a dedicated team at one of the largest ground handlers at Heathrow. This pivotal role involves overseeing the movement of cargo and mail, ensuring compliance with service level agreements, and maintaining high operational standards. The ideal candidate will possess strong leadership and organizational skills, with a keen understanding of cargo operations and the ability to enhance service delivery. Join a dynamic team and make a significant impact on operational excellence in a fast-paced environment.

Qualifications

• Strong leadership skills to manage and direct a team of Cargo Agents.
• Ability to improve service delivery and manage operational costs.

Responsibilities

• Lead a team of Cargo Agents to ensure high-quality service delivery.
• Manage operational needs and maintain effective communication with airline customers.

Skills

Team Management

Customer Service

Health and Safety Management

Operational Procedures Knowledge

Interpersonal Skills

Organisational Skills

Cargo Systems Knowledge

Tools

Cargo Spot

NCTS

Job description

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Right Now Group are currently working with one of the largest ground handlers at Heathrow to recruit for a Customer Operations Manager.

This role will be to lead a team of Cargo Agents and to provide and maintain a high level quality service by planning the the accurate and complete movement of cargo and mail with the agreed SLA's and current agreements with the carriers.

Job Duties for the Customer Operations Manager Role:

• Managing and directing a team of Cargo Agents, ensuring that staffing levels are sufficient for operational needs and costs.
• Manage the overtime and sickness absence and that they are kept to a minimum.
• Effective liaison with appointed airline customers and their client base. Meeting the airlines quality requirements and production of quality measures.
• Liaison with the warehouse and external contractors to ensure a speedy efficient service is provided to the airlines.
• Ensure that deadlines are met for export / import flights including vehicle offloads.
• training of staff for local operational requirements.
• Management of company and airline procedures and requirements.

Key skills for the Customer Operations Manager Role

• Actively seek opportunities to improve service delivery and suggest improvements to the management team
• Ensure customers and management team are kept updated of any special requests, anomalies and/or irregularities through effective communications.
• Manage all aspects of health and safety, and security.
• Develop staff through coaching / training / appraisals
• Organisation and management of office shift staffing levels, resource and equipment, in line with both operational needs and cost targets.
• Complete stats, report on operational failures, on hand list, etc.
• Liaise / Deal with staff on rostering issues.
• Deal with staff disciplinary procedures.
• Manage the day-to-day operation, liaising with Airlines, Agents and Customers.
• Attend and hold monthly Airline customer review meetings.
• Manage Security / Quality / Company / Airline procedures & requirements.
• Good working knowledge of cargo operations
• Excellent interpersonal and organisational skills.
• Good working knowledge of Operational Procedures.
• The ability to work on own initiative, often under pressure.
• Good Understanding of the Cargo systems such as : Cargo spot/NCTS

Additional Information;

Shift: Monday - Friday

Hours: 08:00 - 16:00 or 09:00 - 17:00

SUITABLE CANDIDATES WILL BE CONTACTED WITHIN 24 HOURS OF APPLICATION BY A DEDICATED CONSULTANT.