Regional Cargo Customer Service Manager

Qatar Airways; Greater London; Sur place; GBP 80 000 - 120 000; Plein temps

Résumé du poste

Qatar Airways Group in London is seeking a Regional Cargo Customer Service Manager to drive end-to-end service performance and operational excellence across the assigned region. You will lead transformation initiatives and ensure quality standards while partnering with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams.

The role requires leadership experience, a track record of managing KPIs, and strong English communication skills.

Qualifications

• Experience driving operational discipline, SOP compliance and quality assurance.
• Management experience with regional or multi-station teams.
• Strong leadership and people-management abilities.
• Solid understanding of cargo customer service operations and processes.
• Experience managing KPIs and service levels in high-volume environments.
• Excellent written and spoken English communication skills.

Responsabilités

• Manage regional customer service performance and service levels across customer service activities.
• Lead customer service transformation and standardisation initiatives across the region.
• Drive continuous improvement and cost-efficient service delivery.
• Act as the regional escalation point for customer service issues and strategic customers.
• Monitor KPIs, productivity and service quality metrics.
• Reduce avoidable customer queries through root cause analysis and process improvement.
• Optimise customer touchpoints and support first-contact resolution.
• Partner with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams.
• Lead, coach and develop customer service teams and support succession planning.
• Ensure compliance with SOPs, governance requirements and quality standards.

Connaissances

Leadership

People management

KPI management

Operational discipline

Analytical thinking

Stakeholder management

English communication

Problem solving

Formation

Bachelor's Degree or equivalent

Minimum 4–5 years of related experience

Description du poste

About the Role

Based in London, United Kingdom, the Regional Cargo Customer Service Manager is responsible for end-to-end customer service performance, operational excellence and service transformation across the assigned region.

Key Responsibilities

• Manage regional customer service performance and service levels across customer service activities.
• Lead customer service transformation and standardisation initiatives across the region.
• Drive continuous improvement and cost-efficient service delivery.
• Act as the regional escalation point for customer service issues and strategic customers.
• Monitor KPIs, productivity and service quality metrics.
• Reduce avoidable customer queries through root cause analysis and process improvement.
• Optimise customer touchpoints and support first-contact resolution.
• Partner with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams.
• Lead, coach and develop customer service teams and support succession planning.
• Ensure compliance with SOPs, governance requirements and quality standards.

Qualification

Be Part of an Extraordinary Story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what has never been done before. Together, everything is possible.

About You

• Bachelor's Degree or equivalent with a minimum of 4 years of job-related experience, or High School/Vocational Qualification/Diploma with a minimum of 5 years of job-related experience.
• Experience driving operational discipline, SOP compliance and quality assurance.
• Management experience.
• Strong leadership and people-management skills with the ability to lead regional or multi-station teams.
• Solid understanding of cargo customer service operations, including reservations, customer care, claims and booking-to-cash processes.
• Experience managing KPIs, service levels and operational performance in a high-volume environment.
• Strong analytical, problem-solving and stakeholder management skills.
• Excellent written and spoken English communication skills.
• Current legal right to live and work in the United Kingdom.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We have grown fast, broken records and set trends that others follow. We dare to achieve what has never been done before.