Customer Service Duty Manager

4 months ago

Hyderabad, India British Airways Full time
A career without limits

We know that every British Airways colleague is on their own, original journey.

Perhaps you’re ready to move upwards and take on a new challenge within your business area. Or maybe you’re inspired to move to a different department and broaden your experience.

Whichever direction you’re headed next, we want you to be able to progress in a way that feels right for you, with the support of your manager.

British Airways never stands still, and we don’t expect our people to either.

The role: Customer Service Duty Manager

Manage effectively and efficiently British Airways customer experience & operation at Hyderabad. Lead British Airways Customer Services team to deliver safe, secure punctual operation to British Airways customer standards with stretched ancillary revenue targets and within agreed budget working closely with Airport Manager. Support the Airport Manager in the delivery of the British Airways airport operation, ensuring corporate and legislative safety and security standards are adhered to, lead & performance manage GSP team during flight turnround at Hyderabad. Monitor local Service Level Agreements (SLA) and performance manage all local suppliers. To provide reporting official coverage in the event of any serious incident/accident involving BA. Develop and own relationships with airport authorities, state authorities, etc. and to support the APM in representing BA at an AOC level.

What you’ll do:

Manage all day to day operational issues, including check-in, operations, safety and security, disruption handling and service recovery in accordance with local & corporate procedures. Identify shortfalls and take immediate actions to ensure a safe, secure, customer focussed punctual operation, including ramp, all aspects of the local safety management system. Lead and performance manage frontline Customer Services team. Responsible for developing plans to motivate teams for delivery of all performance measures. Support GSP Customer Services team members to reach their true potential and support them to deliver on their performance matrix. Deliver BA People policies and procedures. Coach, mentor & support British Airways & 3rd party customer services team in development of appropriate skills for service delivery & behaviours. Ensure delivery of the highest standards of quality in customer services through the development of all British Airways & GHA staff. Ensure British Airways & GHA customer service people have the technical support to perform their duties in delivering the highest levels of customer service. Resource management – Develop & deliver operational shift resource plan & Customer Services Team’s annual leave plan. Supervise & manage British Airways & 3rd party customer services team for delivery of Safe, Secure, Customer Centric Operation, Ancillary Revenue. Lead, advise and manage British Airways & Ground Handling Agent (GHA) team seeking a high level of inspiration and motivation by creating a climate of excellence within the teams. Ensure that all GSP and Supplier staff are competent to perform the necessary responsible jobs, and initiate training if necessary. Ensure all British Airways team members are compliant on mandatory trainings. Monitor compliance with Quality Management System and the Local Procedures Manual identifying shortfalls and taking immediate action to rectify if necessary, to ensure safe and secure operation. Act as the Senior Reporting Official on shift for routine operations and in-case of any kind of emergency or incident. Investigate/report on any incidents/accidents as laid down in the Ground Ops Manual, which encourages all staff to report all ground incidents/accidents immediately and before an aircraft moves off possibly exposing it to further risk, together with a statement of any corrective action to be taken to prevent recurrence. Exercise overall accountability for the safety and security of the BA operation during shift. This involves co-ordination with all Suppliers, State Agencies & Authorities, cargo, catering, ramp, engineering etc. Review the overall safety of the operation, including the manoeuvring and condition of ramp vehicles around our aircraft. Also ensure that the BA safety communications are passed on to Suppliers, State Agencies & Authorities. Support Airport Manager in delivery of corporate self-audits as per schedule, monitor any failure to maintain BA standards until rectified. Ensure BA staff and Suppliers, State Agencies & Authorities understand BA safety & security standards and procedures and are notified in writing of their responsibilities and are trained to carry them out. Monitor the performance of Third party security staff carrying out security functions, and challenge lapses in effectiveness or failure to maintain BA standards. The Security Audit team will also make visits to audit procedures and make recommendations. Maintain up to date corporate and local manuals for reference on station. Develop & authorise local procedures for delivery of safe & secure operations. Responsible for review & delivery of business continuity plans. Ensure that local BA station Emergency Procedures are updated as per corporate requirements and that in-house training exercises are held within the prescribed time periods and include the Suppliers, State Agencies & Authorities staff.

Skills / capabilities

Experienced people manager with good understanding of Indian airport processes. Is safety conscious at all times and will effectively challenge poor safety and compliance behaviours at all times. Role models the service hallmarks and business behaviours expected of all colleagues and partners whether they are internal or external. Experience of managing and holding suppliers and individuals to account. Displays professionalism, integrity and personality at all times. Has excellent leadership and management behaviours. Ability to understand and interpret financial reports and translate them in to required actions. Shows flexibility, energy, resilience and a willingness to work unsociable hours under their own direction. Is a decision maker and problem solver sometimes with limited information and tight deadlines. Has a desire for self-development, learning and a passion for excellence. Demonstrates strong interpersonal, influencing and negotiating skills in a range of different situations. Has an understanding of airport operations, both above and below the wing. Knowledge of regulatory frameworks and their application in an airport environment. Experience of managing and/or leading change using recognised change management principals.

My core traits

Uncompromising in safety, security, process and regulatory requirements Role model for FCR first contact resolution and empowerment Hospitality focussed Engaging approachable leader Total advocate for our customers, will go the extra mile for them Can make tough decisions and think of innovative solutions Clear and articulate communicator

Your experience:

Graduate High standard of spoken and written English, Eligible to work in India & be able to obtain an airside pass. Candidate must have right to work in India & be able to obtain security clearance for Airport Entry Permit

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.

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