Customer Service Team Leader

Menzies Aviation; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the aviation industry is seeking an Operations Assistant to support the Duty Management Team. Responsibilities include ensuring compliance with service agreements, coaching staff, and managing operational data effectively. The ideal candidate will have passenger service experience and strong communication skills, contributing to a dynamic team environment.

Qualifications

• 12 months of passenger service experience required.
• Full and valid UK Driving Licence needed.
• Criminal Record Check and Airside Security Clearance must be obtained.

Responsibilities

• Assist Duty Management Team in planning and managing operations to meet service standards.
• Coach and mentor staff on company policies and procedures.
• Complete airline-specific reports and ensure operational compliance.

Skills

Good verbal communication skills

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 340 locations in 65 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 computerised 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 must have the drive to coach and mentor staff to ensure processes and procedures are being followed as per airline Service Level Agreements and company policies, representing the company professionally at all times.
• Ensure the integrity of the daily flying programme is maintained through effective and safe monitoring of the operation.
• Gather and process all data and documentation necessary for the success of the operation by manual, automated, or computerised systems, including report writing.
• Complete airline reports such as end-of-shift reports, delay reports, and sales reports, including TEBs, daily and in a timely manner for all airlines.
• Ensure all staff are fully updated and informed of operational issues, company updates, and station notices. Deliver daily team briefings.
• Perform daily SMART compliance inspections to ensure staff follow procedures and Service Level Agreement targets are met.

For more detailed accountabilities, please see the attached job description.

Safety, Security, Wellbeing and Compliance:
You will have a responsibility to take reasonable care of your health, safety, and wellbeing, and that of others, in accordance with provided information, training, and workplace rules. The company is committed to providing a safe working environment. Regular testing is carried out to enforce our Substance Misuse Policy, given the potential risks associated with alcohol and drugs.

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

What We Are Looking For

• Good verbal communication skills
• A full 5-year history of work, unemployment, or education
• Full and valid UK Driving Licence
• Criminal Record Check and Airside Security Clearance
• At least 12 months of passenger service experience

Diversity
Menzies Aviation is an equal opportunity employer. We encourage applications from all qualified individuals regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We aim to create an inclusive environment where diverse perspectives are valued.

Please note that our recruitment process may include various tools to assess your skills and experience, and we consider how candidates align with our values, which you can learn more about on our website.

Application Instructions
If this role meets your criteria, please click "Apply Now" to submit your application.