Senior Customer Support Manager

IAG Cargo; Hounslow; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Life Assurance

Hybrid office environment

Staff travel discounts

Onsite parking

Job summary

IAG Cargo is seeking a Senior Customer Support Manager to lead our global customer support function, overseeing multiple centres and overseas hubs while ensuring exceptional service delivery and adherence to SLAs. You will drive continuous improvement initiatives, manage escalations, and foster a high-performing, customer-centric team across the organisation.

The role requires strong leadership, strategic thinking, and the ability to analyse performance data to deliver tangible improvements in

Qualifications

• Strong leadership experience in a global, customer-centric environment.
• Proven track record of delivering improvements in customer support.
• Ability to analyse data and drive performance enhancements.
• Experience in a senior customer support role, preferably in logistics or cargo.

Responsibilities

• Lead and oversee the global Customer Support function across centres and hubs.
• Set SLAs and standards for day-to-day queries, bookings, and support.
• Analyse SLA performance data and drive corrective actions.
• Resolve escalations and complaints, driving continuous improvement.
• Lead development of high-performing teams through coaching and development.

Skills

Leadership

Stakeholder management

Data analysis

Change management

Customer focus

Job description

Looking for a challenge in one of the world’s largest airfreight logistics organisations?
At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. At IAG Cargo we open the skies and fly the world to bring people the things they really need.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for colleagues and customers alike.

About The Role…

The Senior Customer Support Manager at IAG Cargo will lead and oversee the customer support function, ensuring exceptional service delivery and customer satisfaction through our Customer Support Centres. This role involves leading a global team of Customer Support Managers and support teams, this will include specialist teams managing claims or recovery, as well as teams responsible for specific overseas hubs which could be in-house or third party teams, whilst always ensuring adherence to business agreed Service Level Agreements (SLAs), and driving continuous improvement initiatives.

What you’ll do…

• Drive the customer agenda across all customer support teams as well as leading on initiatives that will drive efficiencies.
• Set the global standard, including SLAs, for handling day-to-day customer queries, issues and booking support.
• Analyse SLA performance data and ensure corrective actions are delivered across the business.
• Address and resolve any escalations and complaints
• Identify opportunities for process improvements and implement and maintain best practices.
• Act as the accountable business owner and lead initiatives to enhance customer support operations and delivery.
• Foster a positive and collaborative work environment, ensuring smooth communication between Customer Support teams, Operational, Legal and other teams.
• Embeds a customer-centric mind-set throughout all Customer Support teams globally.
• Prepare and present regular reports and dashboards to senior leadership on customer support performance and metrics.
• Use customer insight and root cause analytics to identify company wide improvements and present these to the board/senior stakeholders.
• Continual improvement of overall customer experience with innovative thinking and focus on using technology where applicable.
• Overall responsibility for developing high performing teams through performance management, personal development and coaching, always embedding brand values.
• Identifies new tools and technologies to better serve the customer.

It’s all about you….

You will be a strong leader with a passion for customer service and a proven track record in delivering in a global environment with a customer centric approach.

Skills

• Customer Support strategy development and deployment
• Proven experience in a senior customer support role, preferably within the logistics or cargo industry.
• Ability to analyse data and drive performance improvements.
• Change Management
• Strong Stakeholder Management skills
• Takes a collaborative approach
• Can navigate ambiguity effectively
• Able to effectively build relationships and teams
• Excellent communication and negotiation skill
• Evidence of well-developed leadership skills.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven management and/or relationship management experience at a senior, strategic level role.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led environment.
• Able to interpret MI/BI and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills at all levels. Able to use these relationships to deliver customer experience improvements.
• Knowledge of regulatory requirements and industry standards.

Experience

• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven management and/or relationship management experience at a senior, strategic level role.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led environment.
• Able to interpret MI/BI and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills at all levels. Able to use these relationships to deliver customer experience improvements.
• Knowledge of regulatory requirements and industry standards.
• Able to adapt and succeed in a changing environment.

We’ll treat you right…

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.

Benefits

As well as a competitive salary, generous bonus and pension, we offer a range of benefits to support our colleagues, which include:

• Life Assurance and Personal Accident Insurance
• A hybrid environment with 3 days a week in the office and two from home 3
• For the budding traveller we offer incredible staff discounts at hotels, car hire and our staff travel flights are legendary
• Free fruit and a subsidised on-site canteen
• Onsite staff parking, electric charging points and free airport parking when you are off globe-trotting
• Up to 75% discount on the Heathrow Express with your staff pass
• All our colleagues get access to a market leading learning platform and language courses
• For health and wellbeing, we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders
• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at Work
• Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.

Equality and Diversity

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.

Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.