Regional Cargo Service Leader – Transformation & Excellence

Qatar Airways; Hounslow; On-site; GBP 90,000 - 120,000; Full time

Job summary

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

In this role you will lead regional customer service activities, drive continuous improvement, manage KPI performance and partner with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams to deliver best-in-class cargo customer service.

Qualifications

• 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.

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.

Education

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.

Job description

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

In this role you will lead regional customer service activities, drive continuous improvement, manage KPI performance and partner with Sales, Operations, Pricing, Inventory Management, Billing and Digital teams to deliver best-in-class cargo customer service.