Customer Service Team Leader

John Menzies; Manchester; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading company in the aviation industry is seeking a Customer Service Agent to deliver exceptional service to airline customers. The role involves overseeing FOH operations, ensuring compliance with safety standards, and leading a team to manage customer interactions effectively. Ideal candidates will possess strong leadership and communication skills, with a background in ground handling and passenger service. Join us in fostering an inclusive environment where diverse perspectives are valued.

Qualifications

• Experience in ground handling and passenger service practices.
• Good knowledge of airline standards.

Responsibilities

• Ensure all customers are processed using an automated DCS or manual system.
• Lead a team to ensure safe, on-time departures for all airline customers.
• Handle disruptions and irregularities confidently.

Skills

Leadership

Communication

Organizational Skills

Flexibility

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 are our people.

Role Purpose

Reporting to the FOH Duty Manager, this role involves delivering world-class service to airline customers. The individual will carry out FOH duties as outlined in the Customer Service Agent Job Description and ensure oversight and accountability of FOH areas and staff within a predefined zone of the FOH operation.

What you will be doing

• Ensure all customers are processed using an automated DCS or manual system, complying with regulatory, company, and airline requirements.
• Lead a team to ensure safe, on-time departures for all airline customers.
• Handle disruptions and irregularities confidently, assist with rebooking passengers, organize HOTAC, and complete disruption reports for airline and local management.
• Oversee and work across all customer service departments, including check-in, departures, and arrivals.
• Ensure all safety and security standards are 100% compliant, completing SMART audits related to FOH functions.
• Adhere to all Airline Service Level Agreements, reporting any shortfalls or missed targets to your line manager.

For more details on role responsibilities, please see the attached job description.

Safety, Security, Wellbeing, and Compliance:

You are responsible for your own health, safety, and wellbeing, and must take reasonable care of others. The company is committed to providing a safe working environment and enforces a Substance Misuse Policy through regular testing.

Refer to the attached job description for additional details on safety, security, wellbeing, and compliance.

What we are looking for

• Experience in ground handling and passenger service practices.
• A respectful, friendly, and supportive approach.
• Reliability, punctuality, and organizational skills.
• Flexibility to adapt to changing priorities.
• Good knowledge of airline standards.
• Strong leadership, communication, and people skills.

Diversity

Menzies Aviation is an equal opportunity employer, welcoming applications from all qualified candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion, marital status, pregnancy, or maternity. We aim to foster an inclusive environment where diverse perspectives are valued and everyone can reach their potential.

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 you believe this role is a good fit, please click 'Apply Now' to submit your application.