Customer Service Operations Manager-T3

Menzies Aviation; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in aviation services is seeking a Customer Service Operations Manager in London. The role involves managing customer service operations, upholding safety standards, and delivering high-quality service to ensure customer satisfaction. Candidates should possess substantial supervisory experience and strong leadership skills.

Qualifications

• Substantial operational management/supervisory experience.
• Experience and knowledge of aviation services and customer service.
• Excellent leadership and people management skills.

Responsibilities

• Manage the Customer Services operation at LHR within set budget levels.
• Provide exceptional customer service as per standards.
• Ensure effective shift handovers of Customer Services operations.

Skills

Operational management

Customer service

Leadership

Communication

Stakeholder management

Job description

Social network you want to login/join with:

Customer Service Operations Manager-T3, London

col-narrow-left

Client:

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

d9b82e3b04d3

Job Views:

3

Posted:

02.06.2025

Expiry Date:

17.07.2025

col-wide

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 290 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

Deliver high performance standards around all aspects of Customer Services and customer processing, meeting the requirements of our airlines and maintaining health and safety to the highest standard. Follow good working practices in accordance with company policies and procedures at all times.

What you will be doing

• Provide exceptional customer service as per the Menzies and Airline specific standards to ensure customer satisfaction at every step of their journey.
• Manage the Customer Services operation at LHR within set budget levels.
• Ensure effective shift handovers providing full oversight of the Customer Services operations.
• Consistently achieve both internal and airline KRA and SLA requirements.
• Work with airport suppliers & handlers to ensure prescribed levels of service at agreed standards are delivered.
• Ensure that all staff are fully updated and informed of all operational issues, company updates, and station operational notices.

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

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Substantial operational management/supervisory experience.
• Experience and knowledge of aviation services, customer service both front and back of house.
• Excellent leadership and people management skills.
• Strong communication skills and experience in liaising with senior airline, airport, and other stakeholder personnel.
• Aptitude to develop the departmental management team, succession planning and re-engineer business processes as demanded by changes in the business.
• Developed communication and diplomacy skills used to direct/persuade/influence others.

Diversity

Menzies Aviation is a committed equal opportunity employer and encourages applications from all qualified candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We aim to create an inclusive working environment where diverse perspectives and experiences are valued. Everyone should feel valued and able to reach their full potential.

Please note that as part of our recruitment process, we may utilize various tools to assess your skills and experience relevant to this role.