Date: 10 May 2024
Location: Manchester Airport, GB
Company: MAG
- Customer Experience Team Leader
- Based at Manchester Airport
- £36,413.67 per annum
- Permanent position - Full Time Mon- Fri - 40 Hours
- 6% company contribution pension
- Free parking
- Subsidised public transport
- Huge range of company discounts
- To ensure that all specified service standards and key performance indicators are maintained or exceeded and that passengers receive excellent end to end customer service as they move through the Terminal in a safe and efficient manner.
- Provides Line Management support for the CEDMs to manage the Customer Experience Ambassadors (CEAs), enabling the CEDM to deliver improved Operational and Customer Service performance across the end-to-end customer journey.
- Operational scope of role includes but not limited to check in, departure lounge, immigration, E gates, Arrivals, ‘Mobile’, Biometrics, and transfer facilitation.
- Supporting the delivery of team briefings, coaching, training, performance measuring and general line management duties especially across landside / airside and over large terminal operations.
- Supports getting our people ready for the wider transformational change whilst also working towards a step change in Customer Experience.
- Support with technical Health, Safety & Compliance and People matters.
- Previous experience of working within a Customer Service face to face function.
- Excellent verbal communication skills and able to articulate instructions in a clear concise manner.
- Strong influencing skills and the ability to persuade, organise and direct people in a friendly informative manner.
- Ability to work effectively whilst under pressure.
- Ability to deal with adversity.
- A passion for service quality for our customers and a positive attitude.
- Computer Literate.
- Strong ability to work both in a team and work alone.
For current MAG employees applying for this role, applications will only be accepted through Colleague Self Service (CSS) - please follow this link: www.manchesterairport.co.uk/sf. Please note: you must have been in your current role for at least 6 months to be eligible to apply.
This advert will close once sufficient applications have been received.