Customer Operations Manager

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

Job summary

A leading company in ground handling at Heathrow is seeking a Customer Operations Manager to lead a team of Cargo Agents. The role involves ensuring high-quality service delivery, managing operational procedures, and maintaining effective communication with airline clients. Candidates should possess strong interpersonal and organizational skills, alongside a good understanding of cargo operations. The position offers a structured work schedule from Monday to Friday.

Qualifications

• Good working knowledge of cargo operations.
• Ability to manage health and safety and security.

Responsibilities

• Lead a team of Cargo Agents ensuring operational efficiency.
• Manage staffing levels and training for local operational requirements.
• Liaise with airlines and manage day-to-day operations.

Skills

Interpersonal Skills

Organisational Skills

Health and Safety Management

Communication

Initiative

Tools

Cargo Spot

NCTS

Job description

Job Description

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

This role involves leading a team of Cargo Agents and maintaining a high level of quality service by planning the accurate and complete movement of cargo and mail, adhering to SLA's and agreements with carriers.

Job Duties for the Customer Operations Manager:

1. Manage and direct a team of Cargo Agents, ensuring sufficient staffing for operational needs and controlling costs.
2. Oversee overtime and sickness absence, minimizing their occurrence.
3. Coordinate effectively with airline customers and their clients, meeting quality requirements and producing quality measures.
4. Liaise with the warehouse and external contractors to ensure efficient service delivery to airlines.
5. Ensure deadlines are met for export/import flights, including vehicle offloads.
6. Train staff according to local operational requirements.
7. Manage company and airline procedures and requirements.

Key Skills:

1. Proactively seek opportunities to improve service delivery and suggest enhancements to management.
2. Keep customers and management updated on special requests, anomalies, or irregularities through effective communication.
3. Manage health, safety, and security aspects.
4. Develop staff through coaching, training, and appraisals.
5. Organize and manage office shift staffing, resources, and equipment in line with operational needs and cost targets.
6. Complete statistics, report operational failures, and manage documentation.
7. Handle rostering issues and staff disciplinary procedures.
8. Oversee daily operations, liaising with airlines, agents, and customers.
9. Attend and lead monthly airline customer review meetings.
10. Ensure compliance with security, quality, company, and airline procedures.
11. Possess good knowledge of cargo operations.
12. Demonstrate excellent interpersonal and organizational skills.
13. Have a good understanding of operational procedures.
14. Work independently, often under pressure.
15. Understand 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

Candidates will be contacted within 24 hours of application by a dedicated consultant.