Customer Service Duty Manager

A career without limits As the nation s flag carrier we take great pride in connecting Britain with the world and the world with Britain It s something we ve been doing for over 100 years ever since we launched the world s first international scheduled air service between London and Paris This originality has been in our blood since day one It s the spirit we share with the people that fly with us our partners and our colleagues So whether you are a reassuring voice on the end of a phone a smile at the door under a wing keeping the turbines spinning or landing us gently in far-flung places a job at British Airways is yours to make We know great things can happen when you re inspired to think big and bring your ambition to work every day which is why at British Airways the sky is never the limit CUSTOMER SERVICE DUTY MANAGER - MUMBAI The role demands a strategic approach to operational management encompassing critical functions including check-in processes operational coordination safety protocols security management and effective disruption handling You will be a champion of safety What you ll do You will be expected to swiftly identify operational shortfalls and implement immediate corrective actions to maintain the highest standards of service and punctuality Your primary focus will be leading motivating and inspiring the frontline Customer Services team This involves developing motivational strategies to achieve performance targets supporting team members in reaching their full potential and creating an inspirational work environment that drives excellence You will lead both British Airways staff and Ground Handling Agent teams fostering a culture of high performance and continuous improvement You will be required to advise manage and motivate teams transforming operational challenges into opportunities for exceptional customer service The ideal candidate will demonstrate exceptional leadership skills operational expertise and a commitment to delivering the highest standards of airline service Your ability to navigate complex operational environments while maintaining a customer-centric approach will be crucial to success in this role Education Degree-level or equivalent education Comprehensive knowledge of aircraft turn around processes Performance data analysis skills Exceptional written and verbal English communication Professional communication with customers and authorities Specialist knowledge Operational Systems Knowledge Target achievement UK EU-OPS compliance Supplier management Ensuring safe and secure operations What you ll bring to British Airways Inspiring people-centric leadership Airport operational experience In-depth understanding of BA products and airport processes Airline system proficiency Superior communication skill What we offer We believe that all the people who work with us should feel valued for the part they play It s one of the reasons our rewards go far beyond a competitive salary From the day you join us you ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights You ll also receive up to 30 discounted Hotline airfares per year for yourself friends and family At British Airways you ll have the chance to take on new challenges and move forward in a way that feels right for you We encourage all those who work for us to consider opportunities right across our business to help you develop and progress We never stand still and we don t expect our people to either Inclusion Diversity At British Airways we all have a part to play in creating an inclusive place to work Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality creativity and identity to work Inclusion and diversity is a key driver of innovation and we re committed to creating a culture where everyone feels that they can be themselves We re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain