Customer Service

 Job Dimension/Measures: Dimension - Up to 11 departures per week. Team – British Airways Customer Service Duty Managers and Supervisors, and Suppliers Measures - NPS, Operational Performance, Safety Performance Principle Accountabilities: 

• Ensuring the highest standards of safety and compliance are maintained at your airports; including adherence to all applicable regulatory structures and processes and contribute to the airlines safety management system.

 • Ensuring audits are completed and any required follow up is actioned in a timely manner.

 • Ensuring that all customers receive the highest levels of customer service at all touch points and that any shortfalls are dealt with in an appropriate and timely manner.

 • Ensuring your airports achieve annual punctuality metrics and contribute to your clusters overall operational performance.

 • Ensuring your airport is prepared to handle disruption including the ownership and creation of business continuity plans and emergency plans.

 • Ensuring the airport is effectively resourced to deliver for our customers. 

• Accountable for team member performance in your airports, and ensuring your teams are empowered to make customer and operationally focused decisions. 

• Ensuring that your airports annual financial plan is prepared in accordance with BA financial processes and delivered accordingly.

 • Support the procurement process at your airports.

 • Conduct/ Supervise investigations – Safety, Security, People, Customer, Internal Control, Operational 

 Identify opportunities for continuous service improvement and drive revenue generating initiatives. 

• Work together with fellow Airport Managers, Regional Airport Manager, SVP/RGM and the wider Worldwide Airports community to drive continuous improvement in your cluster by sharing knowledge, best practice, pushing boundaries and learning from success and mistakes.

 • Lead local change initiatives following established corporate change management principals. • Own the relationships between British Airways and operational stakeholders including Ground Handling Suppliers, Airport Authorities, Airport Operators Council, local and governmental authorities, British Embassies and High Commissions etc.

 • Ensuring that communication between internal and external stakeholders is maintained and act as the ‘eyes and ears’ for British Airways in your location. • Ensuring systems are up to date and reflect the operational landscape of your location.

 • Communicate effectively and efficiently with SVP, RGM, Network Operations (as appropriate) regarding all potential/actual operational constraints/issues, always with the best interests of the customer in mind • Deputising for the RAM and other Airport Managers when necessary. 

• Key Interfaces: • Worldwide Airports Central Teams • Worldwide Area Airports Operations Managers • Network Operations • Commercial Team • Business Resilience. • Global Learning Academy, • Global Catering Ops • Local Government Authorities • Airport Authorities • Ground Handling Agents (Suppliers) • Security Duty Manager • IFCE and Flight Ops • Customer Relations • IAG Cargo Ops, IAG Cargo Sales • IAG Procurement, Tech, • Group International Relations Safety • Corporate Security, Asset Protection • Local Hotels & Transport providers • British High Commission / British Embassy Experience & Skills

 • Is always safety and security conscious 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. • Performance management of individuals in a team, including managing poor performance.

 • Working with employee representatives such as trades unions and works councils. • 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 Expertise / Specialist Knowledge (Essential or desirable) 

• High standard of spoken and written English • Must be able to obtain an airside pass • Good working knowledge of Microsoft Office (O365) • Previous airport operational experience