Customer Operations Manager

ZipRecruiter; Greater London; On-site; GBP 40,000 - 42,000; Full time

Job summary

An established industry player is seeking a Customer Operations Manager to oversee a dynamic team at one of the largest ground handlers at Heathrow. In this pivotal role, you will lead a team of Cargo Agents, ensuring the seamless movement of cargo and mail while adhering to strict service level agreements. Your expertise in cargo operations and strong interpersonal skills will be crucial as you liaise with airline customers and manage day-to-day operations. This position offers a fantastic opportunity to make a significant impact in a fast-paced environment, driving improvements and ensuring high-quality service delivery. If you're ready to take on this exciting challenge, we want to hear from you!

Qualifications

• Strong knowledge of cargo operations and management.
• Excellent organizational and interpersonal skills required.

Responsibilities

• Lead and manage a team of Cargo Agents ensuring operational efficiency.
• Liaise with airlines and clients to meet quality standards.

Skills

Interpersonal Skills

Organizational Skills

Health and Safety Management

Cargo Operations Knowledge

Communication Skills

Staff Training and Development

Problem Solving

Tools

Cargo Spot

NCTS

Job description

Job Description

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 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

Salary: £40,000 - £42,000

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