Customer Experience Lead - British Airways

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 250 locations in 58 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

Assist the Duty Management Team in planning and managing the operation through clerical, manual, mechanical and computerized methods, ensuring customer service standards are achieved, within agreed cost limitations and in accordance with company policies and procedures.

What you will be doing

• You will coach and mentor staff to ensure processes and procedures are being followed as per British Airways' policies and service level agreements.
• You must represent the British Airways in a professional manner at all times, including wearing the British Airways uniform to the required standard.
• You will act as a role model to your team, ensuring that you lead by example, and that your peers are consistently delivering on the British Airways brand behaviours and procedures.
• Ensure maximum utilisation of agreed staff resources as directed by Menzies Aviation and British Airways management, in accordance with the agreed service level agreement.
• Safeguard the health, safety and welfare of staff, customers and other visitors as required in full compliance with British Airways and Menzies Aviation health and safety policies.

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health and safety of yourself and of others whilst at work. You must carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.