Customer Manager

Job Description

Are you an inspirational leader that enjoys working in a fast paced, dynamic environment? Are you a big picture thinker, able to drive both people and operational performance?

An exciting opportunity has arisen to become a key member of the Management team at Terminal 3. The role’s purpose is to lead the customer team in delivering a safe, punctual, and world-class operation.

What you’ll do:

This is shift-based work to cover 365 days of the operation. You will relish challenges, find motivation in empowering a large team of customer agents, and be dedicated to unlocking their full potential to deliver exceptional customer satisfaction and operational performance.

Your daily focus will be on ensuring the team achieves outstanding standards, embracing continuous improvement while maintaining an unwavering commitment to safety, and managing the operation in times of disruption.

What you’ll bring to us:

The ideal candidate will thrive on a challenge and be motivated by leading a team of customer agents to fulfill their potential and in turn deliver for our customers. Your daily focus will ensure that the team delivers exceptional standards of customer satisfaction, operational performance, and drives continuous improvement. This will be underpinned by an uncompromising focus on safety and delivery against financial parameters.

You will promote high levels of engagement by developing a highly engaged working environment, where colleagues are recognized and feel empowered. You will be instrumental in driving and influencing the vision. Exceptional stakeholder management will be key to forming effective working relationships and achieving longer-term strategic success.

Your experience:

• Significant operational airport experience
• Strong people management, coaching, and leadership experience
• Understanding of trade unions
• Understanding of people policies and processes is desirable
• Must be able to hold an airside pass
• Experience of working cross-functionally and cross-culturally across Heathrow operations
• Conflict management/crisis management
• Emergency planning
• Working under pressure
• Ability to work independently
• Ability to obtain a full airside ID